Advancing Pharmacy Health Literacy Practices Through Quality Improveme Exhibit 1. Pharmacy Staff Survey Results for Acadia Pharmacy 123BlankN/ATotalI. 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.Return to Document Current as of 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/quality-patient-safety/quality-resources/tools/pharmlitqi/exhibit1.html
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