Satisfaction of patients with pharmaceutical telecare

ABSTRACT

Background and importance The current COVID-19 pandemic has resulted in the need to bring medications closer to patients treated in the outpatient units (OPU), and with it pharmaceutical telecare (PT) to avoid patients visiting the hospital. Aim and objectives To analyse the degree of satisfaction of patients treated in the OPU after implementation of the PT procedure. Material and methods In April 2020, PT was performed in those patients who had been sent home mediation and who according to the pharmaceutical criteria was necessary. The PT survey included all patients who had been contacted by telephone regarding pharmaceutical criteria (initiation of treatment, second dispensing, change, complicated pattern or adhesion control). In May 2020, a closed response satisfaction survey was prepared with the following items sex, age, pathology, opinion that deserves PT, opinion on the information provided by the pharmacist (clarity, resolution of doubts), possibility of alternating the face-to-face visit with PT and preference between phone call or video call. Responses to the degree of satisfaction were measured by an ordinal scale with five possible categories very good, good, regular, bad and very bad. 85 patients were randomly selected. The surveys were conducted by telephone by OPU pharmacists, and clinical data were obtained from the external patient dispensing programme. The results were expressed in frequencies and percentages. Results 52.9% were men, with a median age of 53 years (10- 92). Most of pathologies were viral pathologies (29.4%) and malignant neoplasms (28.2%). 97.6% of patients considered the PT service to be 'good' or 'very good,' and 98.8% considered the information provided to be 'good' or 'very good.' 100% considered it appropriate to alternate face-to-face visits with PT. Media preference 50.6% indifferent, 41.2% phone call, 8.2% video call. Conclusion and relevance PT and the information provided was evaluated positively by most patients. All patients considered it appropriate to alternate face-to-face visits with PT. About half of the patients would prefer a PT by phone rather than a video call.