Patient satisfaction with a pharmacist-provided telephone medication therapy management program.
BACKGROUND
Patient satisfaction with medication therapy management (MTM), a required component of the Medicare Part D benefit, is an important outcome to consider when evaluating MTM programs.


OBJECTIVE
To measure patient satisfaction with a pharmacist-provided telephone MTM program.


METHODS
The study design was nonexperimental and cross sectional. A survey was mailed to Scott & White Health Plan Medicare Part D beneficiaries (n=60) who received telephone MTM in 2007. The survey was composed of 15 Likert-scaled questions (1=strongly disagree to 5=strongly agree) that assessed satisfaction with MTM. Descriptive statistics were used for quantitative data analysis. A qualitative content analysis of patients' responses to 3 open-ended questions was also conducted.


RESULTS
The response rate for the survey was 80% (47 of 59). Study participants were 70.8 (+/-7.9) years old, and most were white (84.1%) and female (54.3%). The alpha coefficient for the satisfaction scale was 0.88. Overall mean satisfaction score was 4.0 (+/-0.6), with items ranging from 3.6 to 4.3. The highest level of agreement (mean=4.3) was with the following statements: (1) I can easily contact my pharmacist when I have questions or concerns; (2) My pharmacist adequately answers my questions; and (3) I am content receiving MTM over the telephone. The patients agreed least (mean=3.6) with the following statements: (1) When necessary, my pharmacist has encouraged me to receive preventive health care services; and (2) When needed, my pharmacist refers me to other health care providers.


CONCLUSIONS
Most of the beneficiaries were satisfied with their MTM care. The positive response to telephone MTM is important because Medicare Part D plans are using the telephone as a method of MTM delivery. Education regarding the pharmacist's role in preventive care and pharmacist follow-up with non-pharmacist health care providers may lead to greater satisfaction levels.
Pharmacy Administration Division, College of Pharmacy, The University of Texas, Austin, TX, USA. lrmoczygemba@vcu.edu
Leticia R
LR
Moczygemba
Jamie C
JC
Barner
Carolyn M
CM
Brown
Kenneth A
KA
Lawson
Evelyn R
ER
Gabrillo
Paul
P
Godley
Michael
M
Johnsrud
D000368:Aged; D002983:Clinical Competence; D003157:Community Pharmacy Services; D005260:Female; D018166:Health Care Reform; D019538:Health Care Surveys; D006302:Health Services Research; D006801:Humans; D007356:Insurance, Pharmaceutical Services; D008297:Male; D054524:Medicare Part D; D054539:Medication Therapy Management; D008875:Middle Aged; D017060:Patient Satisfaction; D010595:Pharmacists; D024382:Professional Role; D011369:Professional-Patient Relations; D015397:Program Evaluation; D036301:Qualitative Research; D011795:Surveys and Questionnaires; D013689:Telephone; D014481:United States