Assessing patient satisfaction with the Medication Management Review service delivered in Jordan

Abstract

Abstract Objective To investigate the effect of the Medication Management Review (MMR) service on the number of treatment-related problems (TRPs), patient satisfaction and factors affecting patient satisfaction. Methods This prospective, randomized controlled trial was conducted at community pharmacies in Amman, Jordan. Eligible patients were randomized into active and control groups. A validated Pharmaceutical Care Manual was used for data collection and to identify TRPs for both groups. Identified TRPs for patients in the active group were resolved at the pharmacist level or sent to the patients’ physicians for approval and implementation. Patients in both groups were followed up at 3 months to determine the number of TRPs end of the study. Patients in the active group completed a validated, Likert scale MMR-satisfaction questionnaire. Factors affecting satisfaction were assessed through multiple regression analysis. Key findings Outpatients with chronic conditions (n = 160) were recruited into the study, with mean age 53.01 ± 15.39; mean number of medical conditions of 3.56 ± 1.15 and 4.73 ± 1.79 mean number of medications. A mean number of 5.37 ± 3.01 TRPs per patient was identified, with no significant difference between both groups (active group n = 82, 5.57 ± 2.68; control n = 78, 5.18 ± 3.36, P = 0.412). At follow-up, significantly lower number of TRPs were identified for patients in the active group compared to patients in the control group (1.06 ± 1.30 versus 4.53 ± 3.43, P < 0.001). Majority of patients were satisfied/very satisfied with the service (n = 77, 94.5%). A lower number of TRPs at follow-up (B = −0.438; t = −4.477, P < 0.001) and higher number of TRPs agreed upon and implemented (B = 0.553; t = 6.949, P < 0.001) were significantly associated with higher level of patient satisfaction. Conclusion The MMR has proven to be an effective pharmaceutical care service when delivered in a developing country, such as Jordan. It led to high patient satisfaction, which was significantly associated with lower number of TRPs at follow-up.