Evaluating satisfaction with pharmacist-provided MTM services in a Medicaid population

Area of Science:

• Health Services Research
• Pharmaceutical Services
• Patient Outcomes

Background:

• Medication Therapy Management (MTM) programs aim to optimize patient outcomes.
• Patient satisfaction is a key indicator of MTM program effectiveness and pharmacist-delivered services.
• Telephonic Comprehensive Medication Reviews (CMR) offer a remote approach to MTM.

Purpose of the Study:

• To assess patient satisfaction with telephonic CMR services within a Medicaid population.
• To evaluate the perceived helpfulness and quality of care provided during MTM interactions.

Main Methods:

• A retrospective cohort study design was employed.
• Patient satisfaction was evaluated using a quality assurance survey integrated into the MTM program.
• The survey included a mix of question formats (Likert scale, yes/no, open response) administered during and after the CMR.

Main Results:

• High survey response rates were achieved (93.0% and 53.5%).
• Seventy-eight percent of patients expressed satisfaction with the MTM program.
• A significant majority found the CMR helpful (63.5%), reported excellent care (80%), found patient documents useful (59%), and improved medication understanding (81%).

Conclusions:

• Medicaid patients demonstrated high satisfaction with telephonic MTM services.
• The information provided by pharmacists during telephonic CMR was perceived as beneficial.
• Further research is recommended to validate these positive findings.