Effect of a standardized module for training pharmacy technicians to assist with chronic care management services

To measure the change in knowledge of a certified pharmacy technician (CPhT) after completing a standardized educational module highlighting key information required to complete chronic care management services.

Seven independent community pharmacy locations.

Realo Discount Drugs is a group of 19 independent community pharmacies serving eastern North Carolina.

Three modules were created to educate CPhTs: (1) basics of chronic care management, (2) medication and vaccination reconciliation and screening tools, and (3) assessing chronic diseases and setting goals. Each module averaged 10 minutes and was in the form of voice-over Microsoft PowerPoint (Microsoft Corporation, Redmond, WA) slides.

The CPhTs anonymously took a computerized 20-question pretest before viewing the modules. The CPhTs were asked to view the modules within 7 days of completing the pretest. After at least 14 days of module completion, the CPhTs anonymously took the same computerized 20-question posttest and a 3-question survey. Pre- and posttest scores were compared using a paired t-test.

A total of 12 participants completed the study. The mean pretest score was 60% (12/20 points), the mean posttest score was 75% (15/20 points), the mean difference between pre- and posttest scores was an increase of 15% (3 points), and this difference was statistically significant (P = 0.004). There were 10 CPhTs who had an increase in score from pre- to posttest. Most of the CPhTs found the modules to be informative and to have value in increasing their abilities and responsibilities in performing as CPhTs. Some of the CPhTs reported using the learned information daily.

These standardized modules were effective in increasing clinical knowledge of the CPhTs for completing chronic care management services. New topics can be added in the future, as well as following up with CPhTs on missed questions and knowledge application.