Murry Logan T, Al-Khatib Arwa, Witry Matthew J
The University of Iowa College of Pharmacy, Department of Pharmacy Practice, Health Services Research, 180 S Grand Avenue, Iowa City, IA 52242, United States of America.
Explor Res Clin Soc Pharm. 2021 Mar 31;1:100006. doi: 10.1016/j.rcsop.2021.100006. eCollection 2021 Mar.
Patient experience with community pharmacy services can be informed by human-centered design principles and approaches. Pharmacy services may benefit from detailed evaluations of consumer experience and patient-centered service design.
To use an online journey mapping platform to understand the patient experience with selecting a Medicare Part D plan for individuals that did, and did not, use a free, pharmacy-led, Medicare Part D consultation service.
This was a two-group cross-sectional survey study in a single, rural community pharmacy. Surveys consisted of 7 demographic items, 30 Likert-type items, and 7 open-ended response items. The pharmacy used purposeful convenience sampling to distribute a paper survey to individuals 65 years of age and older currently enrolled in Medicare Part D between June and August 2019. Surveys were distributed to 36 patients currently enrolled in a Medicare Part D plan, with 18 surveys distributed to patients who had previously used a pharmacy-led Medicare Part D consultation service and 18 surveys distributed to patients who did not use the service. Surveys were uploaded to an online journey mapping platform, producing data visualizations for each group. Multiple choice survey items were analyzed using descriptive statistics, wth service user and nonuser groups compared using Mann-Whitney tests. Open-ended survey responses were coded by the research team using an inductive approach.
In total, 36 surveys were returned to the community pharmacy for a response rate of 100%. The journey map platform generated , , and outputs, which mapped and within the Medicare Part D plan selection experience. differed in their median household incomes ($25,000-$39,999 for service users compared to $50,000-$74,999 for nonusers). and outputs showed that service users had a wider variety of emotions compared to non-users. Mann-Whitney tests yielded 5 items with statistically significant differences (-values <0.05) in the plan-selection experience, with both groups similarly uncertain about their plan decision. Qualitative responses indicate patient trust was universally important to a complex decision-making process.
An online journey mapping platform provided insight into how patients experience a pharmacy service that extends beyond satisfaction. For community pharmacies providing Medicare Part D plan consultation services, pharmacies should consider how they can improve the service experience through communication style and patient-centered service design.
以用户为中心的设计原则和方法可为患者的社区药房服务体验提供参考。药房服务可能会受益于对消费者体验和以患者为中心的服务设计的详细评估。
使用在线旅程映射平台，了解使用和未使用由药房主导的免费医疗保险D部分咨询服务的个人在选择医疗保险D部分计划时的患者体验。
这是一项在一个农村社区药房进行的两组横断面调查研究。调查问卷包括7个人口统计学项目、30个李克特式项目和7个开放式回答项目。该药房采用目的便利抽样法，于2019年6月至8月向目前参加医疗保险D部分的65岁及以上个人发放纸质调查问卷。共向36名目前参加医疗保险D部分计划的患者发放了调查问卷，其中18份问卷发放给了之前使用过药房主导的医疗保险D部分咨询服务的患者，另外18份问卷发放给了未使用该服务的患者。调查问卷被上传到一个在线旅程映射平台，为每个组生成数据可视化。使用描述性统计分析多项选择调查项目，使用曼-惠特尼检验比较服务使用者和非使用者组。研究团队采用归纳法对开放式调查回答进行编码。
总共36份调查问卷被返还给社区药房，回复率为100%。旅程映射平台生成了、和输出，描绘了医疗保险D部分计划选择体验中的和。两组的家庭收入中位数有所不同（服务使用者为25,000美元至39,999美元，非使用者为50,000美元至74,999美元）。和输出显示，与非使用者相比，服务使用者有更广泛的情绪。曼-惠特尼检验在计划选择体验中产生了5个具有统计学显著差异（-值<0.05）的项目，两组对其计划决策同样不确定。定性回答表明，患者信任在复杂的决策过程中普遍很重要。
一个在线旅程映射平台提供了关于患者如何体验超出满意度的药房服务的见解。对于提供医疗保险D部分计划咨询服务的社区药房，药房应考虑如何通过沟通方式和以患者为中心的服务设计来改善服务体验。
