This study evaluated patient satisfaction with pharmacy services provided through mail-order, independent, and chain pharmacies among 184 HIV patients. Patients were most satisfied with services from independent pharmacies and least satisfied with mail-order pharmacies. Higher dissatisfaction with mail-order was associated with extra medications left over when medications were stopped and delays receiving new prescriptions. Higher dissatisfaction with independent and chain pharmacies correlated with more unscheduled doctor's visits and emergency room visits, respectively, for medication-related issues.
![HIV Patient Satisfaction With Pharmacy Services Provided in a Mail-Order vs. Community Pharmacy Setting To determine: 1) the satisfaction of HIV/AIDS patients with services provided in an independent vs. chain community vs. mail-order pharmacy setting. 2) the relationship between the study variables* and patient satisfaction with services provided in a mail-order, independent and chain community pharmacy setting.*Missed doses, extra medications left over, time taken to receive medications, unscheduled doctor’s visit, and emergency room visit. ,[object Object],[object Object],[object Object],[object Object],[object Object],Abhilasha Ramasamy, 1 * M.Sc Biological Sciences, B.Pharm; Sharrel Pinto, 2 * B.S Pharm, Ph.D.; Eric Sahloff, 3 * Pharm.D 1 MS Candidate; 2 Assistant Professor & Director, Pharmaceutical Care and Outcomes Research Laboratory, Pharmacy Health Care Administration; 3 Assistant Professor, Pharmacy Practice, * College of Pharmacy, The University of Toledo BACKGROUND OBJECTIVES METHODOLOGY ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Table 1 : Demographic Results (n=184) Table 2 : Satisfaction score with each pharmacy setting Likert Scale: 1 = Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, 5=Strongly Agree Table 3 : Correlation Results * - Significant at 0.05 level ; ** - Significant at 0.01 level CONCLUSION REFERENCES ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],1. National Institute of Health. HIV/AIDS Fact Sheet. Available at www.nih.gov/about/researchresultsforthepublic/HIV-AIDS.pdf. Accessed Nov 10, 2008. 2. Kimmel PL, Patel SS. Quality of life in patients with chronic kidney disease: focus on end-stage renal disease treated with hemodialysis. Semin Nephrol . 2006; 26(1):68-79. 3. Bultman DC, Svarstad BL. Effects of pharmacist monitoring on patient satisfaction with antidepressant medication therapy. J Am Pharm Assoc . 2002; 42(1):36-43. 4. Ried LD, Wang F, Young H, Awiphan R. Patients' satisfaction and their perception of the pharmacist. J Am Pharm Assoc . 1999; 39(6):835-842. 5. Larson LN, Rovers JP, Mckeigan LD. Patient satisfaction with pharmaceutical care: Update of a validated instrument. J Am Pharm Assoc . 2002; 42:44-50. 6. Pinto SL, Sahloff EG, Ramasamy A (in press, 2008). Evaluating the Validity and Reliability of a Modified Survey to Assess Patient Satisfaction with Mail-Order and Community Pharmacy Settings. Journal of Pharmacy Practice. 7. Briesacher B, Corey R. Patient satisfaction with pharmaceutical services at independent and chain pharmacies. Am J Health Syst Pharm . 1997; 54(5): 531-536. RESULTS DISCUSSION #136 Presented at APhA Annual Meeting, San Antonio, Texas. April 3-6, 2009 Type of pharmacy Mean satisfaction score * (out of 5) Mail order pharmacy (n=87) Efficient functioning of pharmacy (Factor 1) 3.78 Managing therapy role of pharmacist (Factor 2) 2.90 Independent pharmacy (n=74) Factor 1 5 Factor 2 5 Chain pharmacy (n=114) Factor 1 3.80 Factor 2 3.10 Variable (N) Mail Order (n=87) Chain Community (n=114) Independent Community (n=74) Factor 1 Factor 2 Factor 1 Factor 2 Factor 1 Factor 2 Number of times of missed doses -0.367 * -0.268 -0.236 -0.199 -0.120 0.067 Number of times of missed doses due to out of medications? -0.729 ** -0.267 -0.354 -0.174 0.219 0.147 Extra medications left over because doctor told to stop taking medications -0.387 * -0.318 -0.173 -0.390 * 0.244 0.156 If doctor changes medications time taken to receive the medications -0.433 * -0.355 0.051 0.083 -0.451 -0.210 Unscheduled doctor’s visit due to a medication related issue -0.035 -0.156 -0.119 -0.006 -0.273 -0.690 ** Emergency room visit due to a medication related issue -0.051 -0.156 -0.577 ** -0.236 0.029 -0.296 Demographics Frequencies (%) Gender Male 125 (67.9%) Female 51 (27.7%) Age 30-39 48 (26.1%) 40-49 82 (44.6%) Ethnicity Caucasian 99 (53.8%) African American 60 (32.6%) Annual Household Income Less than $15,000 107 (58.2%)](https://image.slidesharecdn.com/apha2009hivprojectpostercorrelationfinal-12395076314-phpapp02/85/A-Ph-A-2009-Poster-1-320.jpg)
