title: Satisfaction survey for a medication management program: satisfaction guaranteed?
abstract: BACKGROUND
  Providing clinical pharmacy services to patients in their homes after discharge from hospital has been reported to reduce health care costs and improve outcomes. The Medication Management Program of the Fraser Health Authority involves pharmacists making home visits to provide clinical pharmacy services to elderly patients who have recently been discharged from hospital and others considered to be at high risk for adverse drug events. Although clinical and economic outcomes of this program have been evaluated, humanistic outcomes such as satisfaction have not been assessed. Moreover, very little evaluation of patient satisfaction with home pharmacy services has been reported in the literature.
  
  
  OBJECTIVE
  To evaluate patient satisfaction with the Medication Management Program.
  
  
  METHODS
  A telephone survey instrument, consisting of 7 Likert-scale items and 2 open-ended questions, was developed and administered to patients who received a home pharmacist visit between September 1 and November 23, 2011. In addition to the survey responses, demographic and clinical data for both respondents and nonrespondents were collected.
  
  
  RESULTS
  Of the 175 patients invited to participate in the survey, 103 (58.9%) agreed to participate. The majority of respondents agreed or strongly agreed with all of the survey items, indicating satisfaction with the program. For example, 97 (94%) agreed or strongly agreed that they would recommend the pharmacist home visit program continue to be available, and all 103 (100%) agreed or strongly agreed that they were satisfied with the pharmacist home visit. Respondents provided some suggestions for program improvement.
  
  
  CONCLUSIONS
  The survey findings demonstrate that patients were satisfied with the home clinical pharmacy services offered through the Fraser Health Medication Management Program.
authors.affiliation: , BSP, ACPR, PharmD, is Coordinator of Community Pharmacy Programs, Fraser Health, Langley, British Columbia, and Clinical Assistant Professor, University of British Columbia, Vancouver, British Columbia.
authors.forename: Priti
authors.initials: P
authors.lastname: Flanagan
authors.affiliation: , BScPharm,ACPR is a Clinical Pharmacist with Community Pharmacy Programs, Fraser Health, Burnaby Home Health, Burnaby, British Columbia.
authors.forename: Suman
authors.initials: S
authors.lastname: Kainth
authors.affiliation: , PhD, is Professor and Head of the School of Clinical Sciences, Queensland University of Technology, Brisbane, Queensland, Australia.
authors.forename: Lisa
authors.initials: L
authors.lastname: Nissen
keywords: home care; pharmacy; satisfaction