Abstract
Study Objective
The patient-centered medical home (PCMH) model is a multidisciplinary, team-based approach to healthcare that focuses on actively involving the patient in clinical decision making. Multiple studies have demonstrated improved clinical outcomes from utilizing clinical pharmacists in the primary care setting, particularly in management of diabetes. No study has evaluated patient satisfaction with pharmacist in the PCMH model. Our objective was to evaluate patient satisfaction of care received in pharmacist-managed primary care clinics among patients with diabetes mellitus within the PCMH.
Design
This study was a single-center, cross-sectional analysis of patients who were seen by a clinical pharmacy specialist (CPS).
Setting
The setting for this study was eight outpatient primary care clinics within a Veterans Affairs healthcare system where diabetes management services were provided by eight CPSs.
Patients
A total of 1,468 patients with a hemoglobin A1c >7.0 % who were seen in clinic by a CPS at the primary care clinics between 1 October 2008 and 1 April 2012 were mailed the Modified Diabetes Disease State Management Questionnaire (DDSM-QM). The DDSM-QM was a 15-item questionnaire that assessed overall patient satisfaction with pharmacist care, as well as patient satisfaction within three major domains: ‘service,’ ‘self-management,’ and ‘knowledge’.
Measurements and Main Results
A response rate of 42.7 % was attained, with 627 patients consenting to participate by completing and returning the self-administered questionnaire. The mean overall satisfaction score was 90.6 ± 10.6 % (mean ± standard deviation). Mean percentage scores within the ‘service,’ ‘knowledge,’ and ‘self-management’ domains were 92.0 ± 10.8, 89.7 ± 11.3, and 89.2 ± 12.0 %, respectively.
Conclusion
Patients with diabetes seen by a CPS within the PCMH model were very satisfied with the care they received overall.
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Acknowledgments
The authors would like to acknowledge Dr. Krass for allowing us to use a modified version of the Diabetes Disease State Management Questionnaire (DDSM-Q). In addition, we would like to acknowledge Drs Dharapuram Venugopal, Jacob Hathaway, Norman Hardman, and Diane Shackelford for their continued support of clinical pharmacy. In addition, we would like to acknowledge Drs Jennifer Bean and Brent Salvig for the review of our study protocol.
Author contribution
Drs McFarland, Wallace, Parra, and Baker were involved in the design, implementation, and evaluation of the current research as well as the writing and preparation of the research manuscript. Dr. McFarland is the guarantor of the overall content.
Grant support
No funding to report.
This material is the result of work supported with resources and the use of facilities at the VA TVHS.
Conflicts of interest
Drs McFarland, Wallace, Parra, and Baker declare no conflicts of interest.
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Shawn McFarland, M., Wallace, J.P., Parra, J. et al. Evaluation of Patient Satisfaction with Diabetes Management Provided by Clinical Pharmacists in the Patient-Centered Medical Home. Patient 7, 115–121 (2014). https://doi.org/10.1007/s40271-013-0039-7
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DOI: https://doi.org/10.1007/s40271-013-0039-7