Exploring the Perceived Value of the Patient Engagement Center Patient Relationship Management Solution in a Pharmacy Setting

Abstract

Specific Aims: The purpose of the study is to describe pharmacy professionals’ perceptions of a Patient Relationship Management (PRM) solution being used in community pharmacy. We also compared users’ perceptions of the PRM solutions between those with and without previous experience to other PRM solutions. Methods: A prospective study was conducted from July-August 2020. Data was collected through a 29-question online survey. Routine users of the PRM solution reported their perceived value of the solution for clinical decision making, ease of use, and user satisfaction. Participants’ responses were included in the study if they were at least 18 years old, a pharmacy professional, and a routine user of the PRM solution. Data was analyzed using a Fischer’s exact test to compare perceptions of PRM between users with or without exposure to other PRM solutions. Main Results: 42 participants’ responses were included in the final analysis. Participants perceived the PRM’s impact to be valuable towards improving quantity (78.6%) and quality (83.3%) of clinical recommendations, providing better patient care (97.6%); identifying non-adherent patients (85.7%); and improving their confidence in taking clinical action (92.8%). The perceived value of the PRM solution was similar between participants with (13%) or without (69%) previous exposure to other PRM solutions (p >0.05). Conclusions: The PRM solution was perceived as beneficial for clinical decision making, ease of use, and user satisfaction across all participants. Perceptions were consistent regardless of previous history with other PRM solutions.