Efficacy of an over-the-counter intervention follow-up program in community pharmacies

Objective To evaluate whether patient adherence to appropriate self-care advice from a pharmacist or professional year 4 (PY4) advanced pharmacy practice experience (APPE) student provides satisfactory symptom relief. Setting Two community pharmacies in the same chain in Massachusetts from mid-December 2009 to June 2010. Practice description Pharmacists and PY4 APPE students offered a follow-up phone call to patients who were seeking or had accepted the offer for self-care advice for themselves or others for whom they are primary caregivers. Practice innovation Patients were provided detailed counseling documented on an over-the-counter (OTC) intervention document, administered a point-of-care survey, offered a follow-up phone call(s), and then administered a follow-up survey. Main outcome measures Patient demographics, point-of-care survey assessing current use and perceived benefit from a pharmacist's consultation, intervention document assessing potential medication-related problems, and follow-up telephone survey assessing patient adherence to advice, symptom relief, and satisfaction with the service. Results Of the 207 patients offered a follow-up phone call, 83 accepted. Of these, 54 completed one call and 9 completed two calls. Of those who completed one phone call and claimed complete adherence to advice provided, 38 (82.6%) experienced great symptom relief. Three patients followed advice only partially and experienced the same level of improvement. More than 75% of patients classified the follow-up as "very helpful," felt that it led to greater symptom improvement, and would like to see this service offered all of the time. Conclusion Pharmacist intervention in OTC therapy is widely accepted and can lead to improved patient outcomes.