Increased Pharmacist Interaction Improves Patient Satisfaction

Reduced readmission rates and higher patient satisfaction were observed when patients had increased, focused interaction with pharmacists throughout their hospital stays, per a new study presented at ASHP’s 54th Midyear Clinical Meeting and Exhibition.

Katherine L March, PharmD, BCPS, clinical pharmacy specialist at Methodist University Hospital in Memphis, and fellow researchers explained that, “Previous research demonstrates that poor communication and planning during transitions of care lead to increased adverse drug events and higher hospital readmission rates.”

Their study’s goal was to find new ways to improve patient satisfaction and lower readmission rates.

“Without any additional resourcing, we focused Methodist pharmacy staff on medicine reconciliation and disease education. Ultimately, we found that pharmacy-based transition-of-care models can improve patient satisfaction,” said Dr March.

In a study with 1728 patients, 414 received full transition-of-care protocol, which included a follow-up pharmacist phone call in which pharmacists could educate patients about their medications and answer any questions as they transitioned out of the care facility. Those patients had a nearly 15% improvement in their overall average mean score as measured by the Hospital Consumer Assessment of Healthcare Providers and Systems survey—which is used to measure patient perception after discharge.

Researchers also note a 5% decrease in readmission when a follow-up phone call was made. 

“Our findings add to growing literature demonstrating that pharmacist involvement in hospital discharge improves outcomes and safety,” said Dr March. —Edan Stanley