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Patient satisfaction with a pharmacist-provided telephone medication therapy management program
Leticia R Moczygemba1, Jamie C Barner, Carolyn M Brown
1Pharmacy Administration Division, College of Pharmacy, The University of Texas, Austin, TX, USA. lrmoczygemba@vcu.edu
Research in Social & Administrative Pharmacy : RSAP
|June 1, 2010
Summary
Most Medicare Part D beneficiaries were satisfied with pharmacist-provided telephone medication therapy management (MTM). This telephone MTM delivery method shows promise for improving patient care and satisfaction.
Area of Science:
- Health Services Research
- Pharmaceutical Services
- Patient Outcomes
Background:
- Patient satisfaction is a key metric for evaluating medication therapy management (MTM) programs.
- MTM is a mandatory component of the Medicare Part D benefit.
Purpose of the Study:
- To assess patient satisfaction with a pharmacist-delivered telephone-based MTM program.
Main Methods:
- A cross-sectional, nonexperimental study design was employed.
- A survey with 15 Likert-scaled questions was mailed to Medicare Part D beneficiaries who received telephone MTM.
- Quantitative descriptive statistics and qualitative content analysis were used.
Main Results:
- The survey achieved an 80% response rate.
- Overall patient satisfaction with telephone MTM was high (mean score 4.0/5.0).
- Patients reported high satisfaction with pharmacist communication and content delivery via telephone, but lower satisfaction with pharmacist's role in preventive care and referrals.
Conclusions:
- The study indicates significant patient satisfaction with telephone-delivered MTM.
- Telephone MTM is a viable and effective delivery method for Medicare Part D plans.
- Enhancing patient education on preventive care and improving pharmacist referrals could further increase satisfaction.
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