Advancing Pharmacy Health Literacy Practices Through Quality Improvement

Exhibit 1. Pharmacy Staff Survey Results for Acadia Pharmacy

  1 2 3 Blank N/A Total
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 labels 0.0% 12.5% 87.5% 0.0% 0.0% 100.0%
   b) warning labels 0.0% 25.0% 75.0% 0.0% 0.0% 100.0%
3. Print materials are designed with lots of white space:            
   a) bottle labels 0.0% 62.5% 37.5% 0.0% 0.0% 100.0%
  b) warning labels 12.5% 50.0% 25.0% 0.0% 12.5% 100.0%
4. Graphics are used to decrease dependence on text:
   a) bottle labels 75.0% 12.5% 0.0% 0.0% 12.5% 100.0%
   b) warning labels 25.0% 50.0% 25.0% 0.0% 0.0% 100.0%
5. Graphics are used to decrease dependence on text--non-English materials:            
   a) bottle labels 0.0% 25.0% 75.0% 0.0% 0.0% 100.0%
   b) warning labels 0.0% 25.0% 75.0% 0.0% 0.0% 100.0%
   c) monographs 0.0% 25.0% 75.0% 0.0% 0.0% 100.0%
   d) patient education materials 25.0% 12.5% 50.0% 0.0% 12.5% 100.0%
  e) informational posters 50.0% 12.5% 37.5% 0.0% 0.0% 100.0%
6. Font is more than 12pt:            
   a) bottle labels 12.5% 0.0% 62.5% 25.0% 0.0% 100.0%
   b) warning labels 37.5% 25.0% 12.5% 25.0% 0.0% 100.0%
7. Print materials are easy for adults with limited health literacy:
   a) bottle labels 0.0% 37.5% 62.5% 0.0% 0.0% 100.0%
   b) warning labels 25.0% 50.0% 25.0% 0.0% 0.0% 100.0%
   c) monographs 37.5% 37.5% 25.0% 0.0% 0.0% 100.0%
   d) patient education materials 12.5% 37.5% 25.0% 0.0% 25.0% 100.0%
   e) informational posters 37.5% 12.5% 25.0% 0.0% 25.0% 100.0%
8. We regularly review printed material to check how easy it is to read 62.5% 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 medication 0.0% 0.0% 100.0% 0.0% 0.0% 100.0%
   b) purpose of medication 0.0% 0.0% 100.0% 0.0% 0.0% 100.0%
   c) dose form, route of administration, duration of therapy 0.0% 12.5% 87.5% 0.0% 0.0% 100.0%
   d) special directions/precautions for preparation, administration 0.0% 0.0% 100.0% 0.0% 0.0% 100.0%
   e) common side effects, interactions, contraindications and what patient should do 0.0% 12.5% 87.5% 0.0% 0.0% 100.0%
   f) techniques for self-monitoring 12.5% 50.0% 25.0% 0.0% 12.5% 100.0%
   g) proper storage 25.0% 37.5% 37.5% 0.0% 0.0% 100.0%
   h) refill information 12.5% 50.0% 37.5% 0.0% 0.0% 100.0%
   i) action to be taken in case of missed dose 0.0% 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 patients 25.0% 37.5% 25.0% 0.0% 12.5% 100.0%
   b) how to communicate using simple language 25.0% 25.0% 37.5% 0.0% 12.5% 100.0%
   c) how to check for understanding 12.5% 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 limited 0.0% 25.0% 50.0% 0.0% 25.0% 100.0%
   b) patient has many medications 0.0% 12.5% 62.5% 0.0% 25.0% 100.0%
   c) patient has many new prescriptions 0.0% 12.5% 62.5% 0.0% 25.0% 100.0%
   d) many changes in dosage 0.0% 0.0% 75.0% 0.0% 25.0% 100.0%
   e) patient has limited literacy skills 0.0% 50.0% 25.0% 0.0% 25.0% 100.0%
   f) patient is in a rush 12.5% 50.0% 12.5% 0.0% 25.0% 100.0%
   g) patient asks a lot of questions 0.0% 25.0% 50.0% 0.0% 25.0% 100.0%
   h) patient is angry at pharmacy staff 12.5% 75.0% 0.0% 0.0% 12.5% 100.0%
   i) patient is new to the pharmacy 0.0% 12.5% 62.5% 0.0% 25.0% 100.0%
   j) patient does not understand how to pay for their medication 0.0% 37.5% 37.5% 12.5% 12.5% 100.0%
   k) patient can't afford their medication 12.5% 25.0% 37.5% 0.0% 25.0% 100.0%
   l) patient appears noncompliant 0.0% 25.0% 50.0% 0.0% 25.0% 100.0%
   m) patient does not speak English proficiently 0.0% 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 October 2014
Internet Citation: Exhibit 1. Pharmacy Staff Survey Results for Acadia Pharmacy. October 2014. Agency for Healthcare Research and Quality, Rockville, MD. http://www.ahrq.gov/professionals/education/curriculum-tools/pharmlitqi/exhibit1.html