Assessment of surveys for the management of hospital clinical pharmacy services

OBJECTIVE Survey data sets are important sources of data, and their successful exploitation is of key importance for informed policy decision-making. We present how a survey analysis approach initially developed for customer satisfaction research in marketing can be adapted for an introduction of clinical pharmacy services into a hospital. METHODS AND MATERIAL We use a data mining analytical approach to extract relevant managerial consequences. We evaluate the importance of competences for users of a clinical pharmacy with the OrdEval algorithm and determine their nature according to the users' expectations. For this, we need substantially fewer questions than are required by the Kano approach. RESULTS From 52 clinical pharmacy activities we were able to identify seven activities with a substantial negative impact (i.e., negative reinforcement) on the overall satisfaction of clinical pharmacy services, and two activities with a strong positive impact (upward reinforcement). Using analysis of individual feature values, we identified six performance, 10 excitement, and one basic clinical pharmacists' activity. CONCLUSIONS We show how the OrdEval algorithm can exploit the information hidden in the ordering of class and attribute values, and their inherent correlation using a small sample of highly relevant respondents. The visualization of the outputs turns out highly useful in our clinical pharmacy research case study.

[1]  Claude Dussart,et al.  [Improving collaboration between the pharmacy and the nurses]. , 2013, Revue de l'infirmiere.

[2]  Sanjay Saint,et al.  The University of Michigan Specialist-Hospitalist Allied Research Program: jumpstarting hospital medicine research. , 2008, Journal of hospital medicine.

[3]  Koen Vanhoof,et al.  Ordinal Evaluation: A New Perspective on Country Images , 2009, ICDM.

[4]  H. Cordell.  Detecting gene–gene interactions that underlie human diseases , 2009, Nature Reviews Genetics.

[5]  Igor Kononenko,et al.  On Biases in Estimating Multi-Valued Attributes , 1995, IJCAI.

[6]  Ruth C. King,et al.  Nonlinear and Noncompensatory Models in User Information Satisfaction Measurement , 1999, Inf. Syst. Res..

[7]  Yousef Khader,et al.  Perceptions, experiences, and expectations of physicians in hospital settings in Jordan regarding the role of the pharmacist. , 2009, Research in social & administrative pharmacy : RSAP.

[8]  MA Sweeney,et al.  Physician-pharmacist collaboration: a millennial paradigm to reduce medication errors , 2002, The Journal of the American Osteopathic Association.

[9]  Fay Bradley,et al.  Integration and differentiation: a conceptual model of general practitioner and community pharmacist collaboration. , 2012, Research in social & administrative pharmacy : RSAP.

[10]  E. Anderson,et al.  The Antecedents and Consequences of Customer Satisfaction for Firms , 1993 .

[11]  S. T. Buckland,et al.  An Introduction to the Bootstrap. , 1994 .

[12]  Claude Dussart,et al.  Améliorer la collaboration entre la pharmacie et les infirmières , 2013 .

[13]  Erik Korsten,et al.  Physicians' responses to clinical decision support on an intensive care unit - Comparison of four different alerting methods , 2013, Artif. Intell. Medicine.

[14]  M. Ewertz,et al.  Utility of 18FDG-PET/CT in breast cancer diagnostics--a systematic review. , 2011, Danish medical bulletin.

[15]  Jeffrey L Schnipper,et al.  Clinical pharmacists and inpatient medical care: a systematic review. , 2006, Archives of internal medicine.

[16]  Claude Dussart,et al.  Assessing user satisfaction and hospital pharmacy practice: application to an individualized dispensing system in a French military teaching hospital. , 2009, Journal of evaluation in clinical practice.

[17]  Lene Juel Kjeldsen,et al.  Physicians' evaluation of clinical pharmacy revealed increased focus on quality improvement and cost savings. , 2011, Danish medical bulletin.

[18]  Margareta Hammarlund-Udenaes,et al.  Perceived value of ward-based pharmacists from the perspective of physicians and nurses , 2012, International Journal of Clinical Pharmacy.

[19]  Kevin A Clauson,et al.  Physician attitudes toward pharmacist provision of medication therapy management services , 2009, Pharmacy World & Science.

[20]  William R Doucette,et al.  Influential Characteristics of Physician/Pharmacist Collaborative Relationships , 2004, The Annals of pharmacotherapy.

[21]  Leo Breiman,et al.  Classification and Regression Trees , 1984 .

[22]  Aleš Mrhar,et al.  Attitudes of physicians, nurses and pharmacists concerning the development of clinical pharmacy activities in a university hospital , 2014, Acta pharmaceutica.

[23]  D. Miklavčič,et al.  Prognostic factors in the prediction of chronic wound healing by electrical stimulation , 2001, Medical and Biological Engineering and Computing.

[24]  Konstantinos Christoglou,et al.  Using SERVQUAL and Kano research techniques in a patient service quality survey. , 2006, World hospitals and health services : the official journal of the International Hospital Federation.

[25]  Mirjam K. Rommers,et al.  Evaluation of rule effectiveness and positive predictive value of clinical rules in a Dutch clinical decision support system in daily hospital pharmacy practice , 2013, Artif. Intell. Medicine.

[26]  William T. Ross,et al.  The Asymmetric Impact of Negative and Positive Attribute-Level Performance on Overall Satisfaction and Repurchase Intentions , 1998 .

[27]  J. Ross Quinlan,et al.  C4.5: Programs for Machine Learning , 1992 .

[28]  Haithem Nagati,et al.  How does performance history impact supplier selection in public sector? , 2015, Ind. Manag. Data Syst..

[29]  Petra Perner,et al.  Advances in Data Mining , 2002, Lecture Notes in Computer Science.

[30]  William R Doucette,et al.  Utility of a questionnaire to measure physician-pharmacist collaborative relationships. , 2006, Journal of the American Pharmacists Association : JAPhA.

[31]  Steven A Levenson,et al.  The consultant pharmacist and the physician in the nursing home: roles, relationships, and a recipe for success. , 2007, Journal of the American Medical Directors Association.

[32]  Kenneth R Baker.  Risk management from a collaborative perspective. , 2003, Journal of the American Pharmacists Association : JAPhA.

[33]  Koen Vanhoof,et al.  Evaluation of ordinal attributes at value level , 2007, Data Mining and Knowledge Discovery.

[34]  Josip Mikulić,et al.  The Kano Model – A Review of its Application in Marketing Research from 1984 to 2006 , 2008 .

[35]  C Berger,et al.  KANO’S METHODS FOR UNDERSTANDING CUSTOMER-DEFINED QUALITY , 1993 .

[36]  Joyce Sensmeier.  United front: Nurses and pharmacists , 2008, Nursing management.

[37]  Aleš Mrhar,et al.  Comprehensive medication history: the need for the implementation of medication reconciliation processes , 2010 .

[38]  Raisa Laaksonen,et al.  The need for medication reconciliation: a cross-sectional observational study in adult patients. , 2011, Respiratory medicine.

[39]  D S Pathak,et al.  The Perceived Influence of Clinical Pharmacy Services on Physician Prescribing Behavior: A Matched‐Pair Comparison of Pharmacists and Physicians , 1996, Pharmacotherapy.

[40]  F J Ritchey,et al.  Physicians' opinions of expanded clinical pharmacy services. , 1983, American journal of public health.

[41]  T M Rauch.  The perceptions of army physicians and nurses on the relative importance of clinical pharmacy services. , 1982, Military medicine.

[42]  Elizabeth A Hansen,et al.  Evaluation of the Feasibility and Utility of a Pharmacist-Centered Collaborative Drug Therapy Management Program for Oncology-Based Symptom Management , 2016, Journal of pharmacy practice.

[43]  Bernadette A. M. Chevalier,et al.  Evaluating clinical pharmacy services on a surgical patient‐care area: a nurses' satisfaction survey , 2011, The International journal of pharmacy practice.

[44]  B. Akdağ,et al.  Determination of risk factors for hypertension through the classification tree method , 2006, Advances in therapy.

[45]  Marko Robnik-Sikonja,et al.  Theoretical and Empirical Analysis of ReliefF and RReliefF , 2003, Machine Learning.

[46]  P. W. Bowman,et al.  PHS Public Health Service , 1963 .

[47]  Elizabeth Manias,et al.  Pharmacists’ Interprofessional Communication About Medications in Specialty Hospital Settings , 2015, Health communication.

[48]  N. Kano,et al.  Attractive Quality and Must-Be Quality , 1984 .

[49]  Anandi V Law,et al.  Unmet needs in the medication use process: perceptions of physicians, pharmacists, and patients. , 2003, Journal of the American Pharmacists Association : JAPhA.

[50]  D. Larson,et al.  A clinical practice agreement between pharmacists and surgeons streamlines medication management. , 2014, Joint Commission journal on quality and patient safety.

[51]  Ying-Feng Kuo,et al.  Revised importance–performance analysis: three-factor theory and benchmarking , 2008 .

[52]  Khaled N. El-Hashmi,et al.  Kano’s Model for Clinical Laboratory , 2013 .

[53]  Ayman Karkar,et al.  Culture‐Related Service Expectations: A Comparative Study Using the Kano Model , 2009, Quality management in health care.

[54]  G. Bailie,et al.  New York State primary care physicians' attitudes to community pharmacists' clinical services. , 1996, Archives of internal medicine.

[55]  N. Guttman,et al.  Public Preferences for an Attribution to Government or to Medical Research Versus Unattributed Messages in Cigarette Warning Labels in Israel , 2003, Health communication.

[56]  Tania M. Mysak,et al.  Care providers' satisfaction with restructured clinical pharmacy services in a tertiary care teaching hospital. , 2010, The Canadian journal of hospital pharmacy.