Pharmacist vs physician management of e-visit requests for COVID-19 medication: A randomized clinical trial

Electronic visits (e-visits), defined as structured asynchronous electronic messages between patients and clinicians requiring clinical decision-making, are being increasingly used to enhance access to outpatient health care services, but the primary care physicians who typically manage them face work overflow. Pharmacists have been proposed to manage e-visits that lead to prescription requests, but scant evidence exists about the effectiveness of this approach.

To compare pharmacist management of structured asynchronous e-visit requests for COVID-19 medication with physician management regarding quality of care, timeliness, and patient care experience.

This cluster-randomized clinical trial included adults from 17 medical facilities of Kaiser Permanente Northern California who made e-visits requesting COVID-19 medication (nirmatrelvir-ritonavir) from October 9 to December 11, 2023. In the Pharmacist Care group, a regional team of pharmacists managed e-visits for COVID-19 medication; in the Physician Care group, pools of adult and family medicine physicians managed these visits. The primary outcome was whether a patient with 1 or more potential serious drug-drug interactions received counseling via an electronic secure message. Secondary outcomes included prescribing rates, time to the prescription, and patient perceptions of care quality.

Among the 1,753 eligible patients (mean age = 52.2 [SD = 15.9] years; 57.7% female), 642 received Pharmacist Care and 1,111 received Physician Care. The percentage of patients with a potential drug-drug interaction who were sent counseling messages by the clinician did not differ between the Pharmacist Care (76 of 79 [96.2%]) and Physician Care groups (193 of 201 [96.0%]) (risk difference [RD] = 0.18%; 95% CI = -4.8% to 5.2%). The pharmacist and physician groups had similar rates of prescribing (87.4% vs 84.4%; RD = 2.9; 95% CI = -0.4 to 6.3). Pharmacist Care compared with Physician Care had faster mean time from the initial e-visit submission to the resulting prescription (1.0 vs 2.5 hours; RD = -1.5; 95% CI = -1.9 to -1.2). Pharmacist Care took more clinician time per visit than Physician Care (10.7 vs 4.2 minutes), resulting in higher estimated cost ($11.40 vs $6.70). After the study period, the pharmacist team made protocol changes to improve workflow efficiency, and a follow-up analysis 12 months later found significant reductions in per-visit time (to 5.7 minutes) and estimated cost (to $6.03) under Pharmacist Care. Patient perceptions of care did not differ significantly between groups.

Pharmacist care and physician care for patient e-visits for COVID-19 medication both yielded high quality of care, with no significant group differences. Evaluation of pharmacist care may be warranted for other e-visits designed to facilitate medication prescribing.

ClinicalTrials.gov NCT06096863.