Comparison of patients' expectations and experiences at traditional pharmacies and pharmacies offering enhanced advanced pharmacy practice experiences

Abstract

Objectives. To compare patients' expectations and experiences at pharmacies offering traditional APPE learning opportunities with those offering enhanced APPEs that incorporate pharmaceutical care activities. Methods. A survey of anchored measures of patient satisfaction was conducted in 2 groups of APPE-affiliated community pharmacies: those participating in an enhanced APPE model versus those participating in the traditional model. The enhanced intervention included preceptor training, a comprehensive student orientation, and an extended experience at a single pharmacy rather than the traditional 2 x 4- week experience at different pharmacies. Results. While patient expectations were similar in both traditional and enhanced APPE pharmacies, patients in enhanced pharmacies reported significantly higher in-store satisfaction and fewer service gaps. Additionally, satisfactionwas significantly higher for patients who had received any formof consultation, from either pharmacist or students, than those reporting no consultations. Conclusion. Including provision of pharmaceutical care services as part of APPEs resulted in direct and measurable improvements in patient satisfaction.