Advancing Pharmacy Health Literacy Practices Through Quality Improveme

Exhibit 1. Pharmacy Staff Survey Results for Acadia Pharmacy

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 October 2014
Internet Citation: Advancing Pharmacy Health Literacy Practices Through Quality Improveme: Exhibit 1. Pharmacy Staff Survey Results for Acadia Pharmacy. October 2014. Agency for Healthcare Research and Quality, Rockville, MD.