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Improving Bidirectional Communication: The Effect of a Warm-Handoff Transfer Between Ambulatory Pharmacists and Community Pharmacists for High-Risk Patients

Lahrman, Rebecca M
http://rave.ohiolink.edu/etdc/view?acc_num=ucin1562923386274222

Abstract Details

2019, MS, University of Cincinnati, Pharmacy: Pharmaceutical Sciences.
Background: Comprehensive Primary Care Plus (CPC+) is an advanced primary care medical home model. This model aimed to strengthen primary care through regionally-based multi-payer payment reform and care delivery transformation. To meet CPC+ care delivery requirements, ambulatory care pharmacists were implemented in primary care physician offices. In addition, the primary care offices were partnering with community pharmacists to improve quality and reduce total cost of care. Community pharmacists provide a unique perspective in identifying patient barriers and adherence to care plans. The key to improving quality of care involves consistent bidirectional communication. The most accessible means of bidirectional communication was a warm-handoff, defined as a personalized transfer of care between two members of the health care team. Objective/Purpose:The goal of this project was to determine if using a structured warm-handoff protocol from ambulatory pharmacist-to-community pharmacist for high-risk patients improved the process of patient care. The first objective was to implement a warm-handoff process between ambulatory care pharmacists and community pharmacists. The second objective was to evaluate the impact of the warm-handoff in the patient care process. The third objective was to assess the impact of the warm-handoff on patient outcomes. Methods:This cohort-controlled study examined the difference in standard of care transfer compared to a warm-handoff transfer. The standard of care patient received normal pharmacy care from the ambulatory care pharmacists and the community care pharmacists. The warm-handoff patient also received the benefit of structured bidirectional communication to transfer of care using protocol communication between the ambulatory care pharmacists and the community care pharmacists. Data analysis included descriptive statistics fishes exacts tests and chi squared. Results: Implementation of the warm-handoff was successful with no difference in documentation identified between community pharmacists and ambulatory care pharmacists. Warm-handoffs resulted in one additional intervention being identified and on average took 10 minutes to complete. Community pharmacist felt that the warm-handoff improved patient centered care but found no difference for provider relationships and person practice. There was not a significant difference in patients visiting the emergency room, hospitalization or readmissions with the implementation of the warm-handoff. Conclusions: These findings support that warm-handoffs offer a feasible solution to a formalized bidirectional communication with ambulatory care pharmacists and community pharmacists that offer potential mutual benefits with time efficiency and coordination of care compared to standard of care. Future studies would need to power for additional factors such as hospitalization to see the impact of this communication style on patient hospitalization rates to stand of care.
Pamela Heaton, Ph.D. (Committee Chair)
Stacey Frede, Pharm.D. (Committee Member)
Ana Hincapie, Ph.D. (Committee Member)
93 p.
Pharmaceuticals
Community Pharmacist; Ambulatory Care; Continuity of Care; warm-handoff; Bidirectional Communication

Recommended Citations

Citations

  • Lahrman, R. M. (2019). Improving Bidirectional Communication: The Effect of a Warm-Handoff Transfer Between Ambulatory Pharmacists and Community Pharmacists for High-Risk Patients [Master's thesis, University of Cincinnati]. OhioLINK Electronic Theses and Dissertations Center. http://rave.ohiolink.edu/etdc/view?acc_num=ucin1562923386274222

    APA Style (7th edition)

  • Lahrman, Rebecca. Improving Bidirectional Communication: The Effect of a Warm-Handoff Transfer Between Ambulatory Pharmacists and Community Pharmacists for High-Risk Patients. 2019. University of Cincinnati, Master's thesis. OhioLINK Electronic Theses and Dissertations Center, http://rave.ohiolink.edu/etdc/view?acc_num=ucin1562923386274222.

    MLA Style (8th edition)

  • Lahrman, Rebecca. "Improving Bidirectional Communication: The Effect of a Warm-Handoff Transfer Between Ambulatory Pharmacists and Community Pharmacists for High-Risk Patients." Master's thesis, University of Cincinnati, 2019. http://rave.ohiolink.edu/etdc/view?acc_num=ucin1562923386274222

    Chicago Manual of Style (17th edition)

ucin1562923386274222
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This open access ETD is published by University of Cincinnati and OhioLINK.