Patient Satisfaction With Pharmacist-Led Chronic Disease State Management Programs

Abstract

Purpose:

To assess patient satisfaction, perception of self-management, and perception of disease state knowledge with pharmacist-led diabetes and cardiovascular disease state management (DSM) programs.

Methods:

A self-insured chain of grocery store pharmacies in the Kansas City metropolitan area administers pharmacist-led diabetes and cardiovascular DSM programs for eligible employees and dependents. A modified version of the Diabetes Disease State Management Questionnaire was used to assess patient satisfaction with the DSM programs. Demographic information was also collected. Survey items were based on a 5-point Likert scale (1 = strongly disagree and 5 = strongly agree). Patients were eligible to complete the survey if he or she had been in at least 1 DSM program for 6 months. Data were assessed using descriptive statistics and analysis of variance.

Results:

Across 20 pharmacies, 281 eligible participants were identified, and 46% (n = 128) completed a survey. Means for summed items relating to overall satisfaction (8 items), self-management (5 items), and knowledge (4 items) were 36.6/40 (standard deviation [SD] = 3.9), 20.9/25 (SD = 3.4), and 17.6/20 (SD = 2.1), respectively. Participant comments further indicated that the program and pharmacists are helpful and increase motivation and accountability.

Conclusions:

Positive patient responses to the program support use of pharmacist-led DSM programs.

Keywords

pharmacists community pharmacy disease management patient satisfaction

Get full access to this article

View all access options for this article.

References

Centers for Disease Control and Prevention. Chronic Diseases and Health Promotion; 2014. Web site. http://www.cdc.gov/chronicdisease/overview/index.htm. Accessed January 16, 2015.

Murphy

Kochanek

. Death: final data for 2010. Natl Vital Stat Rep. 2013;61(4):1–118.

Centers for Disease Control and Prevention. National diabetes statistics report: estimates of diabetes and its burden in the United States; 2014. Web site. http://www.cdc.gov/diabetes/pubs/statsreport14/national-diabetes-report-web.pdf. Accessed January 16, 2015.

Heidenreich

Trogdon

Khavjou

. Forecasting the future of cardiovascular disease in the United States: a policy statement from the American Heart Association. Circulation. 2011;123(8):933–944.

Shah

. A Markov Model of the cost-effectiveness of pharmacist care for diabetes in prevention of cardiovascular diseases: evidence from Kaiser Permanente Northern California. J Manag Care Pharm. 2013;19(2):102–114.

Cranor

Bunting

Christensen

. The Asheville Project: long-term clinical and economic outcomes of a community pharmacy diabetes care program. J Am Pharm Assoc. 2003;43(2):173–184.

Fera

Bluml

Ellis

. Diabetes ten city challenge: final economic and clinical results. J Am Pharm Assoc. 2009;49(3):e52–e60.

Knight

Caudill

. Implementation of a patient perception survey in a pharmacist-managed primary care clinic and analysis with a unique HFMEA method. J Am Pharm Assoc. 2010;50(1):78–83.

Fera

Bluml

Ellis

. The diabetes ten city challenge: interim clinical and humanistic outcomes of a multisite community pharmacy diabetes care program. J Am Pharm Assoc. 2008;48(2):181–190.

10.

Garrett

Martin

. The Asheville Project: participants’ perceptions of factors contributing to the success of a patient self-management diabetes program. J Am Pharm Assoc. 2003;43(2):185–190.

11.

Johnson

Nichols

Divine

Perrier

Blumenschein

Steinke

. Outcomes from DiabetesCARE: a pharmacist-provided diabetes management service. J Am Pharm Assoc. 2008;48(6):722–730.

12.

DiDonato

May

Lindsey

. Impact of wellness coaching and monitoring services provided in a community pharmacy. J Am Pharm Assoc. 2013;53(1):14–21.

13.

McFarland

Wallace

Parra

Baker

. Evaluation of patient satisfaction with diabetes management provided by clinical pharmacists in the patient-centered medical home. Patient. 2014;7(1)115–121.

14.

Malewski

Ream

Gaither

. Patient satisfaction with community pharmacy: comparing urban and suburban chain-pharmacy populations. Res Social Adm Pharm. 2015;11(1):121–128.

15.

Patterson

Doucette

Urmie

. Exploring relationships among pharmacy service use, patronage motives, and patient satisfaction. J Am Pharm Assoc. 2013;53(4):382–389.

16.

Krass

Delaney

Glaubitz

. Measuring patient satisfaction with diabetes disease state management services in community pharmacy. Res Social Adm Pharm. 2009;5(1):31–39.

17.

Shah

Markel

Wilken

. Medication therapy management clinic: perception of healthcare professionals in a university medical center setting. Pharm Pract (Granada). 2013;11(3):173–177.

18.

Voss

Roth

Rosenzweig

. A tale of two countries’ conservatism, service quality, and feedback on customer satisfaction. JSR. 2004;6:212–230.

19.

Soderlund

. Customer satisfaction and its consequences on customer behaviour revisited: the impact of different levels of satisfaction on word-of-mouth, feedback to the supplier and loyalty. Int J Serv Ind Manag. 1998;9(2):169–188.

20.

Jones

McCleary

Lepisto

. Consumer complaint behavior manifestations for table service restaurants: identifying sociodemographic characteristics, personality, and behavioral factors. J Hosp Tour Res. 2002;26:105–123.

21.

Singh

. Identifying consumer dissatisfaction response styles: an agenda for future research. Eur J Marketing. 1990;24(6):55–72.

22.

Denscombe

. The length of responses to open-ended questions: a comparison of online and paper questionnaires in terms of a mode effect. Soc Sci Comput Rev. 2008;26:359–368.

23.

Kim-Romo

Barner

Brown

. Spanish-speaking patients’ satisfaction with clinical pharmacists’ communication skills and demonstration of cultural sensitivity. J Am Pharm Assoc. 2014;54(2):121–129.

24.

Olenik

Gonzalvo

Snyder

. Perceptions of Spanish-speaking Clientele of patient care services in a community pharmacy. Res Social Adm Pharm. 2014;S1551-7411(14):105–103.