Pharmacy Organizations: Health Literacy, Patients Centred Care and Medication Taking Behaviours Flashcards
Health Literacy
huge predictor of health
planning stage
Plan suggests go into pharm
Use tool to assess it to see if friendly to pt
1. Physical pharmacy 2. Pharmacy staff Patients
Tour
of the
Pharmacy
pharmacy logo illustrates sevice that pharm provides
● Promotion of Services
○ Clear logo, contact information, drop-off/pick up clearly
marked, health information is easy to find
● Print Materials: leaflets and signs
○ Good use of clear space, uses graphics/visuals,
multi-languages, 12 font or higher, appropriate level
● Verbal Communication
○ Avoid medication jargon, access to interpretative
services, barriers or platforms impeding conversation
students overestimate pt’s knowlege of jargon
Staff Survey
● Print Materials:
● Print Materials: bottles and warning labels
○ clear language, no jargon, clear space, uses
graphics/visuals, multi-languages, 12 font or higher,
appropriate level, can simplify materials
○ Reviewed regularly, policy available for reading levels,
staff are trained
● Clear Verbal Communication
● Clear Verbal Communication
○ Provide educational materials, developed explanations
for common jargon, use teach backs, trained on
reading non-verbal cues, use private space, provide
complete information, train staff on health literacy skills
○ Self-efficacy (i.e., confidence) in using health literacy
skills
● Sensitivity to Literacy
● Sensitivity to Literacy
○ Help patients with forms, ask for feedback, could refer
a patient for literacy support, support services for
patients with limited literacy, aware of signed of limited
literacy, ensure pharmacy promotion reaches all
patients
refer to libraries
Patient Focus Group/Survey
● Physical environment
○ Easy to navigate, understand signs, easy to physically
speak with the pharmacist
● Care process and workforce
○ Friendliness, privacy, completeness of information,
jargon, enough time, explain reasons for signatures
“Before giving you your prescription, tell me about what the
pharmacist says?”
Pharmacy Observation Tool
6 steps
You know your pharmacy well. The purpose of this walkthrough is to help you see
your pharmacy from the patient’s’ eyes. Keep an open mind and try seeing it from
the patient’s eyes
1. Approach the pharmacy from the entrance of the building. Is it easy to see the
dispensary area? How do you get to the dispensary area and what do you see
along the way?
2. Pause near the dispensary. What is your first impression? Is it clear where
you should go to interact with pharmacy staff?
- Observe a few patients dropping off their prescriptions. What happens?
How long does it take? What is the tone? If you in hearing distance, what do you notice about the exchange? - What do patients do while waiting for their prescriptions?
- Watch a few patients picking up prescriptions. What happens? How long does it take? What is the tone? If you in hearing distance, what do you notice about the exchange?
- Please record other observations other observations about your pharmacy.
Medication taking
World Health
Organization
Adherence
pt related factors is studied most!!
we forget about the otehr factors (condition related factors, tx related, social/economic, health system, HCT factors)
Organizational Barriers
- Lack of awareness and knowledge about adherence
- Lack of clinical tools to assist health professionals in
evaluating and intervening in adherence problems - Lack of behavioural tools to help patients develop
adaptive health behaviours - Gaps in the provision of care for chronic conditions; and
- Suboptimal communication
PQA, the Pharmacy Quality Alliance,
is the USA’s leading
developer of consensus-based measures for medication
safety, adherence and appropriate use.
measure adherence at pharmacy level
often mandated
provide benchmark for comparison
Purpose Performance Measures
● Provide a benchmark, allowing for comparison across
organizations or systems
● Are often mandated by government programs or payers
● Include pre-established criteria with no ability for any
organization to modify the criteria
● Can be used for contract fulfillment, public reporting, and
pay-for-performance programs
Uses Dispensing Data to Calculate Adherence
● Generally requires 80% Proportion of Days Covered (PDC) for
chronic medications
○ Diabetes, CVD, Chronic meds for Asthma, MS, Rheumatoid Arthritis
● Antiretroviral Medications measure requires 90% threshold for at
least two antiretroviral medications.
PDC = umber of days in period covered/number of days in period x 100%
105% - never run ouut
med synchronization
organizational wy to think abt adherence
