Holsclaw Susan L, Olson Kari L, Hornak Roseanne, Denham Anne M
Kaiser Foundation Health Plan of Colorado, 16601 East Centretech Parkway, Aurora, CO 80011, USA.
J Manag Care Pharm. 2005 Jun;11(5):403-9. doi: 10.18553/jmcp.2005.11.5.403.
Kaiser Permanente of Colorado developed a population-based program, the Clinical Pharmacy Cardiac Risk Service (CPCRS), to help close the treatment gap for patients with coronary artery disease. CPCRS provides much of its care via telephone. The purpose of this study was to determine the level of satisfaction among patients in this unique service.
This was a cross-sectional survey of patients enrolled in CPCRS for at least 6 months. A sample of patients who met the inclusion criteria were chosen at random to receive the satisfaction survey via mail. Questions pertained to overall satisfaction and satisfaction with individual components of CPCRS. A Likert-type, 5-point scale was used for the majority of the questions. Analyses of the results were primarily descriptive.
Of 1,000 surveys mailed, 491 (49.1%) were returned. The majority of respondents were male (68.5%). The average age of respondents was 71.7 (SD) 9 years. Of those surveyed, 94.6% (95% confidence interval [CI], 92.6%- 96.6%) reported being satisfied (agree or strongly agree) with the care they received for cholesterol management from their CPCRS clinical pharmacy specialist. Respondents reported that their CPCRS clinical pharmacy specialist was easy to contact (83.7%, 95% CI, 80.3%-87.1%), provided timely service (94.8%; 95% CI, 92.8%-96.8%), and addressed all questions or concerns in a way that was easy to understand (85.8%; 95% CI, 82.6%-89.0%). The majority of respondents reported that they were content receiving care over the telephone (86.7%; 95% CI, 83.5%-89.9%) and by mail (90.0%; 95% CI, 87.1%-92.9%).
Overall, survey respondents indicated a high level of satisfaction with the services provided by CPCRS. Based upon patient satisfaction, the results of this survey suggest that the use of telephone and mail systems to provide patient care can allow clinical pharmacy specialists to manage a large number of patients successfully. Health care systems may wish to explore similar methods to address the needs of patients with coronary artery disease.
科罗拉多州凯撒医疗机构开展了一项基于人群的项目，即临床药学心脏风险服务（CPCRS），以帮助缩小冠心病患者的治疗差距。CPCRS通过电话提供大部分护理服务。本研究的目的是确定参与这一独特服务的患者的满意度水平。
这是一项对参加CPCRS至少6个月的患者进行的横断面调查。随机选择符合纳入标准的患者样本，通过邮件方式接受满意度调查。问题涉及总体满意度以及对CPCRS各个组成部分的满意度。大多数问题采用李克特5级量表。结果分析主要是描述性的。
在邮寄的1000份调查问卷中，491份（49.1%）被收回。大多数受访者为男性（68.5%）。受访者的平均年龄为71.7岁（标准差9岁）。在接受调查的患者中，94.6%（95%置信区间[CI]，92.6%-96.6%）报告对其CPCRS临床药学专家提供的胆固醇管理护理感到满意（同意或强烈同意）。受访者报告称，他们的CPCRS临床药学专家易于联系（83.7%，95%CI，80.3%-87.1%），提供及时服务（94.8%；95%CI，92.8%-96.8%），并以易于理解的方式解答所有问题或关切（85.8%；95%CI，82.6%-89.0%）。大多数受访者报告称，他们对通过电话（86.7%；95%CI，83.5%-89.9%）和邮件（90.0%；95%CI，87.1%-92.9%）接受护理感到满意。
总体而言，调查受访者对CPCRS提供的服务表示高度满意。基于患者满意度，本次调查结果表明，使用电话和邮件系统提供患者护理可以使临床药学专家成功管理大量患者。医疗保健系统不妨探索类似方法来满足冠心病患者的需求。
