Chen CY, Fedutes BA, Ansani NT, Lin M, Jeng C; AcademyHealth. Meeting (2004 : San Diego, Calif.).
Abstr AcademyHealth Meet. 2004; 21: abstract no. 1821.
University of Pittsburgh, Health Policy and Management, 101 N Dithridge St, Apt. 504, Pittsburgh, PA 15213 Tel. 412.298.5466 Fax
RESEARCH OBJECTIVE: Essential elements of a drug information service include: accurate responses, positive impact of information on patient care, and caller satisfaction. There is limited literature regarding the impact of a DIC on clinical outcomes. Our objective was to design, implement, and analyze a quality improvement (QI) and outcomes assessment tool to evaluate DIC requestor satisfaction and overall impact on patient outcomes; and improve the quality of service provided. STUDY DESIGN: This was a prospective, randomized, single-blind evaluation. Monthly, a random sample of requestors (50% of total callers) were mailed a 10-question survey which evaluated satisfaction (Likert scale, 0 = not satisfied to 5 = very satisfied) with the DIC response and the impact of that information on patient care outcomes. All data was entered into an access database and analyzed by descriptive statistics. POPULATION STUDIED: Requestors(health professionals) of the Drug Information Center at University of Pittsburgh PRINCIPAL FINDINGS: Sixty-eight surveys were received during a six-month period (43% response rate) and 87% were patient-specific questions (i.e., not academic detailing). 97% of respondents reported that answers were provided in time to be applied to patient care (4.9 +/- 0.4). In addition, 94.1% of the respondents felt the question was answered fully and to their satisfaction (4.8 +/- 0.6). All respondents agree that they would recommend the DIC to colleagues (5 +/- 0.2) and use the service again (5 +/- 0.2). Clinical outcomes analysis revealed that 34% of responses helped to resolve a therapeutic problem, 29% optimize drug administration, 16% and 15%, respectively prevent and identify an adverse drug event. Additionally, the information often led to reassurance/confirmation of drug therapy (38%) and modification drug therapy (21%). CONCLUSIONS: An evaluation of survey responses revealed not only a high satisfaction rate of requestors with the DIC service, but also a positive impact of information on clinical outcomes. Future implications include a cost analysis of the service relative to patient care outcomes. IMPLICATIONS FOR POLICY, DELIVERY OR PRACTICE: The quality assurance of DI services has traditionally relied on obtaining feedback on the operational efficiency of the service without measuring its impact as a health intervention. It is clear from this study that these aspects are linked and access of clinical impact should be included in the quality assurance process routinely.
Publication Types:
Keywords:
- Consumer Satisfaction
- Data Collection
- Drug Information Services
- Evaluation Studies
- Humans
- Information Centers
- Longitudinal Studies
- Outcome Assessment (Health Care)
- Postal Service
- hsrmtgs
UI: 103624855
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