Anita Stonehill-Ridner, Pharm.D.

In an effort to assist in improving patient care and patient satisfaction at The University of Toledo Medical Center (UTMC), the UTMC Pharmacy Department and UT-AAUP members within the University of Toledo College of Pharmacy and Pharmaceutical Sciences (CPPS) Pharmacy Practice Department have collaborated to develop a patient education program called RxPectations. The purpose of this program is to educate our patients on their new medications. While counseling the patients, we discuss why they are taking their medications (indication for medication), the potential side effects of those medications, and any questions or concerns they might have about their medications. The information that is provided to patients addresses two of the questions that appear on the patient satisfaction survey. The questions are:  

1)      Before giving you any new medication, how often did hospital staff tell you what the medicine was for?

2)      Before giving you any new medication, how often did hospital staff describe possible side effects in a way you could understand?

RxPectations is primarily delivered by our student pharmacists who are in their final year of the Pharm.D. Program and are completing their experiential rotations. Pharmacy interns and pharmacy residents help to deliver the education as well. RxPectations is currently overseen by Russ Smith (UTMC Director of Pharmacy) and Anita Stonehill-Ridner (Pharmacy Practice faculty and AAUP member).  

In response to the above questions, a response of "Always" is considered a positive answer. The survey results are utilized to determine our patient satisfaction score or our HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) score. Through this program we improve patient care and patient satisfaction in other ways by addressing various issues with patients' medication regimens. For example, students may offer suggestions to patients in regard to adherence to their medication regimens or suggestions to address financial worries about medications. They may also interact with other health care professionals to assist with patients' concerns to improve their care and experience at UTMC.  

How it all began...

RxPectations started with discussions between UTMC inpatient and outpatient pharmacy managers, a UT- CPPS faculty member, and several UT student pharmacists. The student pharmacists were instrumental in assisting with the development of this program, during the fall of 2010. The pilot began in January 2011 on the unit with the lowest HCAHPS scores on the medication-related questions. RxPectations has been continued and has expanded to several units throughout the hospital, and we have counseled over 3000 patients. As a result, we have seen improvement in HCAHPS scores relating to the medication questions. There has been a 13% increase in patients responding 'always' to the question that addresses indication of medication and a 22% increase for the question addressing medication side effects. This is one way of providing greater patient-centered care in our university-quality health care environment. RxPectations highlights a successful program that has been developed and maintained by the efforts of The University of Toledo faculty and student pharmacists working closely with the UTMC pharmacy department to improve patient care and patient satisfaction at UTMC.  

UTMC continues to be an integral training site for our student pharmacists in their final year of the Pharm.D. Program. During this final year, students complete eight one-month experiential rotations and one longitudinal rotation. UTMC also offers essential training to other students in the professional division of the Pharm. D. Program who are completing introductory experiential experiences. In addition to this program, the UT- CPPS, Pharmacy Practice Department has several faculty members who provide services to UTMC in conjunction with the various medical teams at UTMC. Not only do our faculty members train pharmacy residents and students in this setting, they also provide a service to patients and other healthcare professionals, by offering education to other students and residents on the team and assisting with patient care.  

Within the College of Pharmacy and Pharmaceutical Sciences there are currently 13 AAUP members engaged in direct patient care at UTMC and our outpatient clinics. Our college is just one example of the successful relationships between The University of Toledo and UTMC that not only serve to improve care for our patients, but also provide a vital training site and learning environment for our students and residents.