Patient perceptions of a pharmacy star rating model

Area of Science:

• Health Services Research
• Patient Experience and Pharmacy Quality

Background:

• Understanding patient perspectives on pharmacy quality is crucial for developing effective quality measures.
• The Centers for Medicare and Medicaid Services (CMS) Medicare Star Rating provides a framework for pharmacy performance scores.

Purpose of the Study:

• To explore patient understanding of
• quality pharmacy
• and gather feedback on the pharmacy star rating model.
• To identify key themes influencing patient choices and perceptions of pharmacy quality.

Main Methods:

• A prospective, cross-sectional study utilizing qualitative data analysis.
• Conducted focus groups in five states and the District of Columbia, and one-on-one interviews in Indiana.
• Included patients who routinely use community pharmacies.

Main Results:

• Seven key themes emerged: patient care, relational and physical factors for pharmacy choice, and perceptions of the pharmacy star rating model's utility and reliability.
• Most participants found the pharmacy star ratings useful for selecting a pharmacy, particularly when relocating or dissatisfied with their current provider.
• Trust in pharmacists and perceived pharmacy quality measures were significant factors.

Conclusions:

• Pharmacy quality measures are novel to patients, necessitating education and training.
• The utility of the pharmacy star rating model is context-dependent, influenced by individual patient circumstances.
• As pharmacies expand clinical services, patient education on quality metrics will become increasingly important.