Advancing Pharmacy Health Literacy Practices Through Quality Improveme

Exhibit 1. Pharmacy Staff Survey Results for Acadia Pharmacy

 123BlankN/ATotal
I. Print Materials      
1. We use printed materials to advise patients about services in rest of clinic.100.0%0.0%0.0%0.0%0.0%100.0%
2. Print materials are written in simple and clear language, avoiding use of technical jargon and medical terms:
   a) bottle labels0.0%12.5%87.5%0.0%0.0%100.0%
   b) warning labels0.0%25.0%75.0%0.0%0.0%100.0%
3. Print materials are designed with lots of white space:      
   a) bottle labels0.0%62.5%37.5%0.0%0.0%100.0%
  b) warning labels12.5%50.0%25.0%0.0%12.5%100.0%
4. Graphics are used to decrease dependence on text:
   a) bottle labels75.0%12.5%0.0%0.0%12.5%100.0%
   b) warning labels25.0%50.0%25.0%0.0%0.0%100.0%
5. Graphics are used to decrease dependence on text--non-English materials:      
   a) bottle labels0.0%25.0%75.0%0.0%0.0%100.0%
   b) warning labels0.0%25.0%75.0%0.0%0.0%100.0%
   c) monographs0.0%25.0%75.0%0.0%0.0%100.0%
   d) patient education materials25.0%12.5%50.0%0.0%12.5%100.0%
  e) informational posters50.0%12.5%37.5%0.0%0.0%100.0%
6. Font is more than 12pt:      
   a) bottle labels12.5%0.0%62.5%25.0%0.0%100.0%
   b) warning labels37.5%25.0%12.5%25.0%0.0%100.0%
7. Print materials are easy for adults with limited health literacy:
   a) bottle labels0.0%37.5%62.5%0.0%0.0%100.0%
   b) warning labels25.0%50.0%25.0%0.0%0.0%100.0%
   c) monographs37.5%37.5%25.0%0.0%0.0%100.0%
   d) patient education materials12.5%37.5%25.0%0.0%25.0%100.0%
   e) informational posters37.5%12.5%25.0%0.0%25.0%100.0%
8. We regularly review printed material to check how easy it is to read62.5%25.0%0.0%0.0%12.5%100.0%
9. We modify materials that are difficult to understand/read.25.0%50.0%0.0%0.0%25.0%100.0%
10. We consult with non-pharmacy staff/committee on written materials.62.5%12.5%0.0%0.0%25.0%100.0%
12. Our staff receives training on how to identify, prepare, simplify materials.62.5%25.0%12.5%0.0%0.0%100.0%
II. Clear Verbal Communication      
13. We distribute education materials to help patients understand and remember.25.0%50.0%25.0%0.0%0.0%100.0%
14. Staff has had training to explain medical jargon to patients.25.0%37.5%37.5%0.0%0.0%100.0%
15. We use "teach back" method.25.0%75.0%0.0%0.0%0.0%100.0%
16. We are trained to recognize that patients don't understand.62.5%12.5%12.5%0.0%12.5%100.0%
17. We offer and provide interpreters.0.0%12.5%87.5%0.0%0.0%100.0%
18. Pharmacy's leadership is committed to health literacy.25.0%12.5%50.0%0.0%12.5%100.0%
19. We have a space that provides privacy.0.0%25.0%75.0%0.0%0.0%100.0%
20. If a patient asks to speak with the pharmacist, we offer counseling on the following topics:
   a) name of medication0.0%0.0%100.0%0.0%0.0%100.0%
   b) purpose of medication0.0%0.0%100.0%0.0%0.0%100.0%
   c) dose form, route of administration, duration of therapy0.0%12.5%87.5%0.0%0.0%100.0%
   d) special directions/precautions for preparation, administration0.0%0.0%100.0%0.0%0.0%100.0%
   e) common side effects, interactions, contraindications and what patient should do0.0%12.5%87.5%0.0%0.0%100.0%
   f) techniques for self-monitoring12.5%50.0%25.0%0.0%12.5%100.0%
   g) proper storage25.0%37.5%37.5%0.0%0.0%100.0%
   h) refill information12.5%50.0%37.5%0.0%0.0%100.0%
   i) action to be taken in case of missed dose0.0%75.0%12.5%0.0%12.5%100.0%
21. I have received training on the following clear verbal communication techniques: 
   a) how to effectively organize the info given to patients25.0%37.5%25.0%0.0%12.5%100.0%
   b) how to communicate using simple language25.0%25.0%37.5%0.0%12.5%100.0%
   c) how to check for understanding12.5%37.5%37.5%0.0%12.5%100.0%
22. I am confident that I can effectively educate patients about medicines and diseases when:
   a) time is limited0.0%25.0%50.0%0.0%25.0%100.0%
   b) patient has many medications0.0%12.5%62.5%0.0%25.0%100.0%
   c) patient has many new prescriptions0.0%12.5%62.5%0.0%25.0%100.0%
   d) many changes in dosage0.0%0.0%75.0%0.0%25.0%100.0%
   e) patient has limited literacy skills0.0%50.0%25.0%0.0%25.0%100.0%
   f) patient is in a rush12.5%50.0%12.5%0.0%25.0%100.0%
   g) patient asks a lot of questions0.0%25.0%50.0%0.0%25.0%100.0%
   h) patient is angry at pharmacy staff12.5%75.0%0.0%0.0%12.5%100.0%
   i) patient is new to the pharmacy0.0%12.5%62.5%0.0%25.0%100.0%
   j) patient does not understand how to pay for their medication0.0%37.5%37.5%12.5%12.5%100.0%
   k) patient can't afford their medication12.5%25.0%37.5%0.0%25.0%100.0%
   l) patient appears noncompliant0.0%25.0%50.0%0.0%25.0%100.0%
   m) patient does not speak English proficiently0.0%25.0%50.0%0.0%25.0%100.0%
III. Sensitivity to Literacy      
23. Staff/volunteers are available to help pts fill out forms.0.0%37.5%50.0%0.0%12.5%100.0%
24. We identify and understand the literacy skills a patient must have to use our services.50.0%12.5%25.0%0.0%12.5%100.0%
25. We regularly obtain verbal or written feedback about the quality/effectiveness of services.25.0%62.5%12.5%0.0%0.0%100.0%
26. Pharmacy policies support activities/resources accessibility to low literacy patients.25.0%37.5%12.5%12.5%12.5%100.0%
27. We are confident that we effectively promote our pharmacy services to patients of all levels.37.5%37.5%12.5%0.0%12.5%100.0%
28. All staff members are aware of certain behaviors that may indicate literacy problems.25.0%50.0%12.5%0.0%12.5%100.0%
29. Our staff/leadership has received awareness and sensitivity training about literacy issues.50.0%37.5%0.0%0.0%12.5%100.0%
30. Our staff knows about the literary resources in our community.87.5%0.0%0.0%0.0%12.5%100.0%

1 = This is something the pharmacy is not doing; 2 = Our pharmacy is doing this but could make some improvements; 3 = Our pharmacy is doing this well.

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Page last reviewed December 2011
Internet Citation: Advancing Pharmacy Health Literacy Practices Through Quality Improveme: Exhibit 1. Pharmacy Staff Survey Results for Acadia Pharmacy. December 2011. Agency for Healthcare Research and Quality, Rockville, MD. http://www.ahrq.gov/professionals/education/curriculum-tools/pharmlitqi/exhibit1.html