Pharmacist’s Demand for Optimal Primary Care Service Delivery in a Community Pharmacy: The OPTiPharm Study

Munger, Mark A.; Walsh, Michael; Godin, Jon; Feehan, Michael

doi:10.1177/1060028017722795

Cited by 13 publications

(10 citation statements)

References 23 publications

(26 reference statements)

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“…It is widely accepted that satisfied customers are more likely to be loyal to the business much longer than customers who are dissatisfied . Our congruent results with published studies support that the consumer‐pharmacist interaction utilizing the pharmacist as an information source is associated with greater satisfaction and loyalty with the community pharmacy . This data would suggest that when patients are engaged with the pharmacist, they become more actively involved in the pharmacy, potentially leading to better self‐care and improved health outcomes.…”

Section: Discussionsupporting

confidence: 84%

“…Utilization of other clinical services, however, remains very low. As consumers become more aware of and comfortable with services such as blood pressure checks, heart rate monitoring, common infection testing, and health screenings, insurance payers and consumers have already expressed a willingness to pay for such services …”

Section: Discussionmentioning

confidence: 99%

“…19 Our congruent results with published studies support that the consumer-pharmacist interaction utilizing the pharmacist as an information source is associated with greater satisfaction and loyalty with the community pharmacy. 14,16,17,20,21 This data would suggest that when patients are engaged with the pharmacist, they become more actively involved in the pharmacy, potentially leading to better self-care and improved health outcomes. Patients respond better to a pharmacist who is attentive, patient, and empathetic to their needs, especially during the first encounter.…”

Section: Discussionmentioning

confidence: 99%

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Consumer awareness and utilization of clinical services, and their satisfaction and loyalty with community pharmacies: Analysis of a US nationwide survey

Parker

Tak

Kim

et al. 2019

J Am Coll Clin Pharm

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Introduction Community pharmacies are the most accessible health care service locations. While providing greater patient health care access, there is a need for understanding consumer awareness and utilization of pharmacy‐provided services and their satisfaction and loyalty to the pharmacy setting. Objectives To determine consumer utilization and awareness of services and to identify what factors influence satisfaction and loyalty within a community pharmacy. Methods A 30‐minute online survey of 9202 adult consumers across the United States was conducted. Patient's self‐reported awareness and utilization, satisfaction with their community pharmacies, and likelihood to recommend their current pharmacy were scored. The likelihood to recommend scores was translated into a Net Promoter Score (NPS). Regression analysis was utilized to identify associated independent variables associated with consumer awareness, utilization, satisfaction, and loyalty to their community pharmacy. Results Consumer utilization of medication distribution services was more common than use of clinical services, even though many consumers are aware of available clinical services. Consumer satisfaction with and loyalty to their community pharmacy was ranked high (8.67 ± 1.39; 8.56 + 1.66 [both strongly agree], respectively). Trusting the pharmacist to provide accurate medication and general health information were ranked as strongly agree (8.25 ± 2.04) and moderately agree (6.42 ± 2.84). Consumer's NPS (+49.9) was moderately‐high with a major proportion being promoters (60.1%) of their community pharmacy. Multivariate regression showed that community pharmacy satisfaction and loyalty were modestly associated with advanced age, the provision of accurate medication and health information, and medication dispensing functions. Conclusion Satisfaction and loyalty are vital aspects in the delivery and efficacy of health care, especially in the community pharmacy setting. The results of this study show that consumers are promotors of community pharmacies and that pharmacists are an important source for health and medication information.

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Section: Discussionsupporting

confidence: 84%

Section: Discussionmentioning

confidence: 99%

Section: Discussionmentioning

confidence: 99%

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Consumer awareness and utilization of clinical services, and their satisfaction and loyalty with community pharmacies: Analysis of a US nationwide survey

Parker

Tak

Kim

et al. 2019

J Am Coll Clin Pharm

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“…A similar survey was offered to 292 community pharmacists. 9 Responses were similar to patients; however, the switch rate was 4-fold higher from their current base pharmacy to this optimal pharmacy configuration. The optimal pharmacy was then shown to 50 public and private reimbursement decision makers who were involved in an advisory or leadership role in decision-making within the organization regarding coverage and reimbursement policies and/or protocols for various types and locations of primary health care services.…”

Section: A J P Ementioning

confidence: 91%

“…[8][9] A total of 9,202 participants provided valid responses to a 30-minute survey in a Discrete Choice Experiment (DCE) model, where they indicated which pharmacy they would prefer from multiple pairs that varied in terms of the degree of services offered. The optimal pharmacy that maximized the switch rate (the probability of adult patients changing from their current baseline pharmacy) offered an integrated health electronic record system, a comprehensive level of point-of-care diagnostic testing, and some level of physical examination procedures.…”

Section: A J P Ementioning

confidence: 99%

Integrating Family Medicine and Community Pharmacy to Improve Patient Access to Quality Primary Care and Enhance Health Outcomes

Munger

Sundwall

Feehan

2018

American Journal of Pharmaceutical Education

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Expanded practice in rural community pharmacy in Australia: pharmacists’ perspectives

Taylor

Cairns

Glass

2020

Pharmacy Practice and Res

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Background: Pharmacists internationally have successfully expanded their role to provide service delivery to remote rural communities. Aim: This study evaluated Australian rural community pharmacists' perspectives of expanded services, to identify priorities, areas of concern, enablers and barriers to their implementation. Method: A self-administered questionnaire was distributed to rural and remote Australian (all states and territories) pharmacists between September and December 2019; respondents were asked to rank health issues and the expanded pharmacy services that could potentially address these issues in their communities. Questions were also included to evaluate health service accessibility, skills/knowledge, workspace limitations, time and support for the implementation of these services. Potential associations between demographic factors and responses were also assessed. Results: Of the 92 returned responses analysed, the top three heath concerns were: Mental health, Cardiovascular disease and Diabetes. Depression screening/referral, diabetes management and vaccinations were the top three areas rated for expanded services. There was agreement (90%; 83/92) that pharmacists had the skills and knowledge for implementation, while time and space were reported as barriers for 50% (46/92) and 25% (23/92) of pharmacists, respectively. The majority of the pharmacists (80%; 74/92) felt services were not easily accessible, and all (92/92, 100%) agreed that service provision would improve community health outcomes. Conclusion: Rural pharmacists were supportive of the delivery of expanded pharmacy services, describing improved health outcomes and increased access to health services as potential benefits. Successful implementation of these expanded services would require both an understanding of pharmacist resources available and local community health needs.

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Pharmacist’s Demand for Optimal Primary Care Service Delivery in a Community Pharmacy: The OPTiPharm Study

Abstract: This study provides empirical support for the model of pharmacists playing a greater role in the provision of primary care health services through community pharmacy settings.

Cited by 13 publications

References 23 publications

Consumer awareness and utilization of clinical services, and their satisfaction and loyalty with community pharmacies: Analysis of a US nationwide survey

Consumer awareness and utilization of clinical services, and their satisfaction and loyalty with community pharmacies: Analysis of a US nationwide survey

Integrating Family Medicine and Community Pharmacy to Improve Patient Access to Quality Primary Care and Enhance Health Outcomes

Expanded practice in rural community pharmacy in Australia: pharmacists’ perspectives

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