First Patient-Centered Drug Information Service in Germany—A Descriptive Study

Abstract

BACKGROUND The majority of patients have unmet drug information needs, and patients’ knowledge of their own treatment is often poor. This is a major obstacle to a more patient-centered healthcare system. OBJECTIVE To explore patterns of patients’ unmet drug information needs and outcomes of counseling patients by a drug and therapy information center (DTIC). METHODS We established the first German DTIC for patients. In this descriptive study, data obtained on callers within 24 months were analyzed. Questionnaires for gathering information about callers’ characteristics and the outcome of the advice were sent to all patients using the service after consultation. Data on all inquiries and evaluation sheets were documented and analyzed by a standardized database. RESULTS During 24 months, 2049 telephone calls were recorded. Patients’ unmet information needs were mainly related to adverse drug reactions/drug interactions (31.0%) and therapy information (27.2%). In 81.0% of the cases, patients’ uncertainties regarding their prescribed medications were reduced, 37.9% discussed the advice with their physician, and 18.3% reported a reduction of physician visits as a result of our advice. The patient–physician relationship remained mainly (70.6%) unaffected after our intervention. CONCLUSIONS The DTIC is useful as a source of medical expert advice. The service can help to reduce medication problems based on inadequate information and therefore avoid unnecessary healthcare utilization. With the knowledge provided, patients can participate in decisions affecting their own health. This procedure encourages greater confidence in the merits of drug therapy.