248008 Gender differences in rating pharmacy services in a large urban Medicaid health plan, 2008-2010

Monday, October 31, 2011: 8:50 AM

S. Rae Starr, MPhil, MOrgBehav , Healthcare Outcomes & Analysis, L.A. Care Health Plan, Los Angeles, CA
Susan Leong, RPh , Pharmacy & Formulary, L.A. Care Health Plan, Los Angeles, CA
The primary focus of studies on gender disparities in access to medications is properly on utilization and basic access to prescription medicines. However, the quality of services rendered in pharmacies impacts all other aspects of successful pharmaceutical treatments: women's access to medications; access to competent instruction on using medications effectively and safely; and adherence to regimens of treatment.

(1) Comparing gender differences in rating pharmacy services in a Medicaid population: Medicaid provides a unique lens for evaluating gender disparities in access and quality of service for vulnerable populations of women (including older women, recent mothers, with some ability to make intergenerational comparisons in pharmacy access for adult women and children).

(2) Setting: This presentation reports the experience of one large urban Medicaid health plan in surveying members regarding the quality of pharmacy access. Data were gathered through a bloc of pharmacy-related questions added to annual CAHPS surveys (pooled 2006-2010).

(3) Survey questions: Members were asked to rate pharmacy services, instructions from the pharmacist; and specific problems or barriers that they experienced in getting medications.

(4) Analyses: The briefing will present several comparisons (a) gender differences in rating pharmacy services; (b) gender differences in rating instructions from pharmacists; (c) gender differences in types of problems at the pharmacy; (d) differences in ratings and barriers reported for female women and children; (e) contrast differences in satisfaction reported under different models for providing pharmacy services; and (f) identify key areas for improving services from pharmacists to patients, regardless of gender.

Learning Areas:
Conduct evaluation related to programs, research, and other areas of practice
Diversity and culture
Implementation of health education strategies, interventions and programs
Planning of health education strategies, interventions, and programs

Learning Objectives:
1. Describe gender differences in ratings of pharmacy services. 2. Compare gender differences in barriers reported in accessing services at the pharmacy. 3. Contrast ratings of pharmacy services reported by adult female patients versus parents' ratings of pharmacy services received by female patients. 4. Compare differences by gender in satisfaction with pharmacy services, under different health plans' models for providing pharmacy services. 5. Identify actionable findings to guide the design of customer service training for pharmacists.

Keywords: Women's Health, Pharmacists

Presenting author's disclosure statement:

Qualified on the content I am responsible for because: Experience: Six years as the Senior Biostatistician at L.A. Care Health Plan, managing the CAHPS survey for L.A. Care Health Plan from 2006 to 2011, including all facets of the survey to be discussed in the presentation. Performed demographic analysis of gender disparities using CAHPS data. Guided methodology and design of evaluations of interventions to improve performance on women's health measures in HEDIS. Co-authored a bloc of questions on pharmacy service quality for addition to CAHPS and designed analysis of how ratings of pharmacy services impact member satisfaction with health plans. Setting: L.A. Care Health Plan is a public entity serving Los Angeles County, California, and the largest public health insurer in the United States. L.A. Care's CAHPS survey represents voice for approximately 850,000 Medicaid and SCHIP members in an ethnically diverse, urban county in the southwest United States. The challenges addressed at L.A. Care likely reflect those of other urban Medicaid insurers, and of state agencies that sponsor the CAHPS survey directly. Education: Master of Philosophy in Policy Analysis from the RAND Graduate School of Policy Analysis (Santa Monica CA); Master of Organizational Behavior from Brigham Young University (Provo, UT); Bachelor of Political Science with Honors from Brigham Young University (Provo UT).
Any relevant financial relationships? No

I agree to comply with the American Public Health Association Conflict of Interest and Commercial Support Guidelines, and to disclose to the participants any off-label or experimental uses of a commercial product or service discussed in my presentation.