Step 1: Patient Access to the System
| Site* | Percentage Calling Pharmacy First† | Mean (SD) Patient Satisfaction with Method‡ | Percentage Reporting <2 Minutes for Initial Contact§ | Mean Practice Satisfaction |
|---|---|---|---|---|
| Clinic D‖ | 33 | 4.3 (0.99) | 60 | 4.0 |
| Clinic B‖ | 55 | 4.0 (1.3) | 56 | 4.7 |
| Clinic A | 86 | 3.9 (0.95) | 42 | 2.3 |
| Clinic C | 77 | 3.5 (1.1) | 67 | 3.0 |
| Clinic E‖ | 88 | 3.2 (1.2) | 50 | 4.0 |
* Table is ordered high to low based on patient satisfaction.
† χ2 = 20.1, df = 4, P < .0001.
‡ F4,128 = 3.5, P = .011; Newman-Keuls post hoc test revealed significant differences between clinics A and E (P = .03); B and E (P = .03); and D and E (P = .02).
§ χ2 = 4.2, df = 4, P = .37.
‖ Self-reported practice satisfaction rates of 4.0 or higher.