Patient acceptability of and satisfaction with enhanced patient care services within a clinically integrated network of community pharmacies.

BACKGROUND

CPESN USA is a clinically integrated network (CIN) through which pharmacies provide enhanced services. While it is known that these services benefit patients, no studies have quantified patient acceptability of these services, or general patient satisfaction with pharmacies in a CIN.

OBJECTIVES

The objectives of this study are to assess patient: 1) acceptability of enhanced services received at pharmacies participating in payer programs within a CIN; and 2) satisfaction with their overall care experience at these pharmacies.

METHODS

The study design was a cross-sectional survey. Subjects were Medicaid beneficiaries who received enhanced pharmacy services from a random sample of CIN pharmacies in one state. Survey items were informed by the Theoretical Framework of Acceptability. The survey covered acceptability of nine enhanced services and general satisfaction through multiple-choice, Likert scale, and open-ended questions. The survey was deployed electronically from August-December 2024. Descriptive statistics were used to characterize all data. Median composite acceptability scores (1 lowest, 5 highest) were calculated for each service. Content analysis of responses to open-ended survey items was performed.

RESULTS

Fifteen pharmacies obtained 163 survey responses. The mean age of respondents was 46.9 years and the majority (80%) were White. Median acceptability scores for each of the nine services were 4.4 or greater. A total of 88% of respondents were very satisfied with their pharmacy. Open-ended item responses focused on the pharmacies' person-centered care, reliability, accessibility, and strong communication.

CONCLUSION

Patients reported high acceptability with enhanced patient care services and the majority were very satisfied with their overall care at CIN pharmacies.