Abstract
Objective
Healthcare providers (HCPs) often overestimate the quality and quantity of information they provide to patients. This study aimed to find out inpatients’ satisfaction towards information about medicines provided during inpatient stay.
Methods
This cross-sectional study was conducted at Lewisham Hospital and Queen Elizabeth Hospital in June 2017. Patients’ satisfaction with information about medicines provided during inpatient stay was assessed using a 17-item Satisfaction with Information about Medicines Scale (SIMS).
Results
71 patients completed the questionnaire. The average percentage of patients being satisfied with the information provided in the nine-item ‘action and usage’ subscale of SIMS was 74.4%, compared with the eight-item ‘potential problems’ subscale with an average percentage of 56%. Patients aged 45–64 were more likely to be satisfied with information on ‘how the medicines work’ than the 65 and above as well as the 18–44 age groups (p=0.045). Patients who attended secondary school and below were more likely to be satisfied than those attending college and above towards this information (p=0.002). Patients of white or mixed white and black ethnicity were less satisfied than other ethnic groups of information regarding the impact of medication on sex life (p=0.019). Black or black British were more likely to be satisfied towards information on unwanted medication side effects compared with other ethnic groups (p=0.025).
Conclusions
HCPs could improve on the provision of information on potential problems that patients might experience with their medicines. Patients’ age, educational level and ethnicity should be taken into consideration when providing information about medicines.
Keywords: satisfaction, inpatients, medicines information, sims, patients
Introduction
Patient satisfaction plays an important role in the quality, provision and delivery of healthcare services.1 A positive relationship has been shown between medication adherence and patients’ satisfaction with information received about their medicines.2 Although healthcare providers (HCPs) had been involved in providing medication information, they often overestimate the quality and quantity of information they provide to patients.3
Patients had reported that they did not have adequate knowledge on the indications, duration, dose and side effects of their medications after discharge from hospital.4 5 Only a small proportion of patients were educated about medication at discharge, and an even smaller proportion (30%) reported to have received written information.6 In fact, patients want as much information as possible about their medications.7
A study conducted at Guy’s and St Thomas’ NHS Trust reported that patients were significantly more satisfied with the information they received about the action and usage of medicines compared with the potential problems with medicines in the Satisfaction with Information about Medicine Scale (SIMS).2 A focus group conducted among patients with type II diabetes mellitus also revealed similar findings as the previous studies, which included lack of adequate information on side effects, drug–drug interaction and long-term effects of their prescribed medicines.8
Lewisham and Greenwich NHS Trust is responsible for the running of two acute hospitals, namely Lewisham Hospital and Queen Elizabeth Hospital. Nurses at this institution are the primary source of patient medication education during patients’ hospitalisation as well as before discharge unless otherwise being referred to pharmacists. Physicians occasionally also provide some medication education. There is a need to investigate patients’ satisfaction towards medication information being received during hospitalisation. Patients’ perspectives are important for the further development of provision of information and education about medicines to patients. This study aims to find out the percentage of patients satisfied with the information provided on SIMS, as well as to find out the relationship between satisfaction with information about medicines and age group, ethnicity and educational level.
Methods
This descriptive, cross-sectional study was conducted at Lewisham Hospital and Queen Elizabeth Hospital, two district general hospitals in South East London, during June 2017. Patients who met the following criteria were enrolled within this period: adult inpatients aged 18 and above. Patients who were confused or unable to read and write in English were excluded.
The researcher obtained a list of patients who were to be discharged home each day from the ward manager in oncology, surgical, cardiology, respiratory, gynaecology, geriatric and general medical wards. These patients were verbally invited by the researcher to participate in this study, and the purpose of the study was explained. Patients were asked to complete the questionnaire after receiving discharge medications and return it to the ward clerk or the staff in the discharge lounge before they left the hospital. The validated Satisfaction with Information about Medicines Scale (SIMS) was used.2 The SIMS contains two categories: the first nine questions relate to medicines’ action and usage, such as ‘what your medicine is called’ and ‘what your medicine is for’, while questions 10–17 examine potential problems with the medicine, such as ‘whether the medicine has any unwanted side effects’ and ‘what are the risks of you getting side effects’. The options of the information received being ‘about right’ or ‘none needed’ are given a score of 1, which indicated that patients were satisfied, and ‘too much’, ‘too little’ or ‘none received’ is given a score 0, which indicated that patients were unsatisfied. The score ranges from 0 to 17, and higher scores indicate higher satisfaction.2 General patient demographic information such as gender, age and educational level was collected. Patients were also asked to indicate on the questionnaire which HCP had provided information about the medicines to them, whether it was a doctor, pharmacist, nurse or others.
Statistical analysis
Data were computed and encoded and statistical analysis performed using SPSS (Statistical Package for Social Sciences, V.24.0). Descriptive analysis was used to describe patients’ demographics, the percentage of patients satisfied with information about medicines, and the number of patients who rate each SIMS information to be too much, about right, too little, none received or none needed. χ2 tests were used to find out the association between patients’ satisfaction with information about medicines with gender, age group, ethnicity and educational level.
Results
One hundred questionnaires were distributed, and 85 were returned (85% response) and 75 completed all sections (75% completion). Majority of study participants were white and aged between 65 and 84. A descriptive profile of the participants is shown in table 1. Doctors, pharmacists and nurses were reported to provide medicines information to inpatients during the study period (table 2).
Table 1.
Patient demographic characteristics (n=75)
| Characteristics | Frequencies |
| Gender | |
| Male | 29 (38.7) |
| Female | 46 (61.3) |
| Age group | |
| 25 and below | 1 (1.3) |
| 26–44 | 21 (28.0) |
| 45–64 | 25 (33.3) |
| 65–84 | 27 (36.0) |
| 85 and above | 1 (1.3) |
| Ethnicity | |
| White or white British | 51 (68.0) |
| Asian or Asian British | 3 (5.3) |
| Black or black British | 17 (22.7) |
| Mixed white and black British | 4 (5.3) |
| Educational level | |
| Below secondary school | 6 (8.0) |
| Secondary school | 42 (56.0) |
| College | 14 (18.6) |
| University | 13 (17.3) |
Table 2.
Number of different healthcare professionals who provided information to patients
| Medication information received from | Patients, n (%) |
| Doctors only | 8 (10.7) |
| Pharmacist only | 2 (2.7) |
| Nurse only | 21 (28.0) |
| Doctors and pharmacists | 2 (2.7) |
| Doctors, pharmacists and nurses | 14 (18.7) |
The average percentage of patients being satisfied with the information provided in the ‘action and usage’ subscale of SIMS was 74.4%, which was higher compared with the ‘potential problems’ subscale with an average percentage of 56%. The information ‘what your medicine is for’ received the highest percentage of patients being satisfied (88%). On the other hand, in the ‘potential problems’ subscale of SIMS, ‘What are the risks of you getting side effect’ scored the least percentage of patients being satisfied (46.7%) (figure 1). Table 3 provides the detailed description of the percentage of patients who rated each information on SIMS to be too much, about right, too little, none received or none needed.
Figure 1.
Percentage of patients (%) satisfied with information on the Satisfaction with Information about Medicines Scale.
Table 3.
Number of patients who rate each SIMS information to be too much, about right, too little, none received or none needed
| SIMS topics | Patients, n (%) | ||||
| Too much | About right | Too little | None received | None needed | |
| 1. What your medicine is called | 8 (10.7) | 54 (72) | 8 (10.7) | 4 (5.3) | 1 (1.3) |
| 2. What your medicine is for | 4 (5.3) | 64 (85.3) | 2 (2.7) | 4 (5.3) | 1 (1.3) |
| 3. What it does | 3 (4.0) | 59 (78.7) | 7 (9.3) | 5 (6.7) | 1 (1.3) |
| 4. How it works | 4 (5.3) | 50 (66.7) | 5 (6.7) | 15 (20.0) | 1 (1.3) |
| 5. How long it will take to act | 5 (6.7) | 43 (57.3) | 6 (8.0) | 18 (24.0) | 3 (4.0) |
| 6. How you tell if it is working | 2 (2.7) | 34 (45.3) | 6 (8.0) | 25 (33.3) | 8 (10.7) |
| 7. How long you will need to be on your medicine | 3 (4.0) | 58 (77.3) | 4 (5.3) | 6 (8.0) | 4 (5.3) |
| 8. How to use your medicine | 5 (6.7) | 58 (77.3) | 3 (4.0) | 6 (8.0) | 3 (4.0) |
| 9. How to get a further supply | 1 (1.3) | 42 (56.0) | 4 (5.3) | 13 (17.3) | 15 (20.0) |
| 10. Whether the medicine has any unwanted side effects | 0 (0) | 36 (48.0) | 12 (16.0) | 20 (26.7) | 7 (9.3) |
| 11. What are the risks of you getting side effects | 2 (2.7) | 29 (38.7) | 16 (21.3) | 22 (29.3) | 6 (8.0) |
| 12. What you should do if you experience unwanted side effects | 0 (0) | 35 (46.7) | 10 (13.3) | 25 (33.3) | 5 (6.7) |
| 13. Whether you can drink alcohol while taking this medicine | 0 (0) | 31 (41.3) | 6 (8.0) | 18 (24.0) | 20 (26.7) |
| 14. Whether the medicine interferes with other medicines | 0 (0) | 31 (41.3) | 6 (8.0) | 29 (38.7) | 9 (12.0) |
| 15. Whether the medication will make you feel drowsy | 2 (2.7) | 37 (49.3) | 4 (5.3) | 26 (34.7) | 6 (8.0) |
| 16. Whether the medication will affect your sex life | 0 (0) | 23 (30.7) | 5 (6.7) | 29 (38.7) | 18 (24.0) |
| 17. What you should do if you forget to take a dose | 0 (0) | 29 (38.7) | 4 (5.3) | 28 (37.3) | 14 (18.7) |
SIMS, Satisfaction with Information about Medicines Scale.
Relationship between satisfaction with information about medicines and age group, ethnicity and educational level
From the result, it was found that satisfaction towards information on ‘how the medicines work’ was related to age group (Χ2[df]=6.22 [2], p=0.045). The 45–64 age group was more likely to be satisfied with this information than the 65 and above (67.9%) and 18–44 (50%) age groups. There was also a significant association between satisfaction towards information on ‘how to get a further supply’ and age group. Patients in the 45–64 age group were more likely to be unsatisfied towards this information (40%) than patients aged 18–44 (22.7%) and 65 and above (10.7%) (χ2[df]=6.42 [2], p=0.044) (table 3).
Satisfaction towards information on ‘how long you will need to be on your medicine’ (p=0.024), ‘how to use your medicine’ (Χ2[df]=3.908 [1], p=0.048), ‘how the medicines work’ (Χ2[df]=9.30 [1], p=0.002) and ‘whether the medication will make you feel drowsy’ (Χ2[df]=7.3 [1], p=0.007) was related to educational level. Patients who attended secondary school and below were more likely to be satisfied than those attending college and above (table 3).
A relationship was also found between satisfaction towards the information on ‘whether the medicine has any unwanted side effects’ and ethnicity. Black or black British were more likely to be satisfied compared with white or white British and Asian or Asian British. The mixed white and black British ethnic group was more likely to be unsatisfied about this information compared with other ethnicities (p=0.025).
There was a significant association between satisfaction towards information on ‘whether the medication will affect your sex life’ and ethnicity. Patients who were white or white British were less satisfied than others. Mixed white and black ethnic group were also less satisfied than others in this aspect (p=0.019) (table 4).
Table 4.
Association between gender, age groups, ethnicity and educational levels with satisfaction towards information about medicines
| SIMS questions | Variable | Not satisfied | Satisfied | P value |
| n (%) | n (%) | |||
| How it works | Gender | |||
| Female | 12 (26.1) | 34 (73.9) | 0.167 | |
| Male | 12 (41.4) | 17 (58.6) | ||
| Age | ||||
| 18–44 | 11 (50.0) | 11 (50.0) | 0.045 | |
| 45–64 | 4 (16.0) | 21 (84.0) | ||
| 65 and above | 9 (32.1) | 19 (67.9) | ||
| Ethnicity | ||||
| White or white British | 18 (35.3) | 33 (64.7) | 0.769* | |
| Asian or Asian British | 0 (0) | 3 (100) | ||
| Black or black British | 5 (29.4) | 12 (70.6) | ||
| Others | 1 (25) | 3 (75) | ||
| Educational level | ||||
| Secondary school and below | 3 (10.7) | 25 (89.3) | 0.002 | |
| College and above | 21 (44.7) | 26 (55.3) | ||
| How long you will need to be on your medicine | Gender | |||
| Female | 7 (15.2) | 39 (84.8) | 0.542 | |
| Male | 6 (20.7) | 23 (79.3) | ||
| Age | ||||
| 18–44 | 6 (27.3) | 16 (72.7) | 0.217* | |
| 45–64 | 2 (8.0) | 23 (92.0) | ||
| 65 and above | 5 (17.9) | 23 (82.1) | ||
| Ethnicity | ||||
| White or white British | 8 (15.7) | 43 (84.3) | 0.654* | |
| Asian or Asian British | 0 (0) | 3 (100.0) | ||
| Black or black British | 4 (23.5) | 13 (76.5) | ||
| Others | 1 (25.0) | 3 (75.0) | ||
| Educational level | ||||
| Secondary school and below | 1 (3.6) | 27 (96.4) | 0.024* | |
| College and above | 12 (25.5) | 35 (74.5) | ||
| How to use your medicine | Gender | |||
| Female | 8 (17.4) | 38 (82.6) | 0.721 | |
| Male | 6 (20.7) | 23 (79.3) | ||
| Age | ||||
| 18–44 | 6 (27.3) | 16 (72.7) | 0.493* | |
| 45–64 | 4 (16.0) | 21 (84.0) | ||
| 65 and above | 4 (14.3) | 24 (85.7) | ||
| Ethnicity | ||||
| White or white British | 9 (17.6) | 42 (82.4) | 0.826* | |
| Asian or Asian British | 0 (0) | 3 (100) | ||
| Black or black British | 4 (23.5) | 13 (76.5) | ||
| Others | 1 (25.0) | 3 (75) | ||
| Educational level | ||||
| Secondary school and below | 2 (7.1) | 26 (92.9) | 0.048 | |
| College and above | 12 (25.5) | 35 (74.5) | ||
| How to get a further supply | Gender | |||
| Female | 10 (21.7) | 36 (78.3) | 0.564 | |
| Male | 8 (27.6) | 21 (72.4) | ||
| Age | ||||
| 18–44 | 5 (22.7) | 17 (77.3) | 0.044 | |
| 45–64 | 10 (40.0) | 15 (60.0) | ||
| 65 and above | 3 (10.7) | 25 (89.3) | ||
| Ethnicity | ||||
| White or white British | 16 (31.4) | 35 (68.6) | 0.127* | |
| Asian or Asian British | 0 (0) | 3 (100.0) | ||
| Black or black British | 1 (5.9) | 16 (94.1) | ||
| Others | 1 (25) | 3 (75.0) | ||
| Educational level | ||||
| Secondary school and below | 7 (25.0) | 21 (75.0) | 0.876* | |
| College and above | 11 (23.4) | 36 (76.6) | ||
| Whether the medicine has any unwanted side effects | Gender | |||
| Female | 21 (45.7) | 25 (54.3) | 0.51 | |
| Male | 11 (37.9) | 18 (62.1) | ||
| Age | ||||
| 18–44 | 13 (59.1) | 9 (40.9) | 0.152 | |
| 45–64 | 10 (40.0) | 15 (60.0) | ||
| 65 and above | 9 (32.1) | 19 (67.9) | ||
| Ethnicity | ||||
| White or white British | 23 (45.1) | 28 (54.9) | 0.025* | |
| Asian or Asian British | 1 (33.3) | 2 (66.7) | ||
| Black or black British | 4 (23.5) | 13 (76.5) | ||
| Others | 4 (100) | 0 (0) | ||
| Educational level | ||||
| Secondary school and below | 10 (35.7) | 18 (64.3) | 0.347 | |
| College and above | 22 (46.8) | 25 (53.2) | ||
| Whether the medication will make you feel drowsy | Gender | |||
| Female | 19 (41.3) | 27 (58.7) | 0.995 | |
| Male | 12 (41.4) | 17 (58.6) | ||
| Age | ||||
| 18–44 | 9 (40.9) | 13 (59.1) | 0.662 | |
| 45–64 | 12 (48.0) | 13 (52.0) | ||
| 65 and above | 10 (35.7) | 18 (64.3) | ||
| Ethnicity | ||||
| White or white British | 20 (39.2) | 31 (60.8) | 0.261* | |
| Asian or Asian British | 0 (0) | 3 (100) | ||
| Black or black British | 8 (47.1) | 9 (52.9) | ||
| Others | 3 (75) | 1 (25) | ||
| Educational level | ||||
| Secondary school and below | 6 (21.4) | 22 (78.6) | 0.007 | |
| College and above | 25 (53.2) | 22 (46.8) | ||
| Whether the medication will affect your sex life | Gender | |||
| Female | 21 (45.7) | 25 (54.3) | 0.717 | |
| Male | 12 (41.4) | 17 (58.6) | ||
| Age | ||||
| 18–44 | 13 (59.1) | 9 (40.9) | 0.163 | |
| 45–64 | 11 (44.0) | 14 (56.0) | ||
| 65 and above | 9 (32.1) | 19 (67.9) | ||
| Ethnicity | ||||
| White or white British | 24 (47.1) | 27 (52.9) | 0.019* | |
| Asian or Asian British | 0 (0) | 3 (100) | ||
| Black or black British | 5 (29.4) | 12 (70.6) | ||
| Others | 4 (100) | 0 (0) | ||
| Educational level | ||||
| Secondary school and below | 9 (32.1) | 19 (67.9) | 0.11 | |
| College and above | 24 (51.1) | 23 (48.9) |
χ2 test for independence.
*Fisher’s exact test.
SIMS, Satisfaction with Information about Medicines Scale.
Discussion
From the results obtained from this study, it was shown that patients were more satisfied with the information provided in the ‘action and usage’ subscale of SIMS than the ‘potential problems’ subscale of SIMS. This result was in line with the study by Auyeung et al which reported that patients were significantly more satisfied with the information they received about the action and usage of medicines compared with the potential problems with medicines.9 Both the current study and Auyeung et al reported ‘what are the risks of you getting side effects’ and ‘what you should do if you experience unwanted side effects’ achieving the lowest satisfaction among patients (46.7% in the current study vs 58% in Auyeung et al; 53.3% in the current study vs 60% in Auyeung et al).9 A lower result was being reported in the setting of community pharmacy, where only 14% were being informed about the actions to take following a major side effect.10 This dissatisfaction agreed with the findings which reported that patients expressed frustrations about not getting as much information about side effects as they would like.11
A study has shown that doctors and nurses did not perceive discussing information about potential problems to be their responsibility, and pharmacists did not discuss this information with patients even if it is perceived to be within their responsibility.9 Half of the patients who were seen by pharmacists did not recall being told about side effects.12 Furthermore, studies have shown that HCPs were concerned that revealing information about side effects might deter patients from taking their medications.11 In fact, information about the risk of side effects plays a role in preventing intentional non-adherence by managing patients’ expectations of the risks of side effects and efficacy. As there was conflicting evidence that some patients prefer not to be informed about possible side effects,13 HCPs should consider the differing attitudes and needs of different patients towards information about side effects.
The highest percentage of information being none received in the SIMS subscale is ‘Whether your medication will affect your sex life’. Studies proved that HCPs were found to have had poor training and were rarely prepared to address and discuss sexual issues with their patients.14 To address sexual issues of patients and disabled people, further training needs to be available for HCPs. The highest percentage of information that patients think none needed was the information on ‘whether you can drink alcohol’ and ‘whether the medication will affect sex life’. This could be due to the fact that majority of our patients were elderly patients who found this information to be less applicable. Patients’ social lifestyle should be understood before offering this information. It was also interesting to note that as high as 10.7% of patients think the information provided on ‘what your medicine is called’ is too much. Some of the scientific names of the medicine can be difficult to remember especially for elderly patients.
It was reported that greater than 70% of nurses were confident that the patients under their care could understand and follow medication instructions, and identify the names and purpose of their medications; however, nurses lack confidence in their patients’ knowledge regarding what to expect from their medications and how to manage their side effects.15 Some nurses also think that they are not pharmacists nor doctors; therefore, provision of limited information is acceptable and patients should consult the ‘appropriate’ professional if it is required.16
Our result was consistent with the findings that younger, educated patients are generally less satisfied with medication counselling.17 van Geffen and colleagues also reported that patients in the older age group tend to be more satisfied with the information received on medications.18 Older patients may come from the background when the authority of HCPs is less challenged.19 HCPs should consider allowing ample opportunities and time to provide more detailed information to this group of patients and to find out if they have queries about their medicines.
Young et al had found that race is one of the demographic variables that have an impact on patient satisfaction on hospitalisation.20 Our findings also suggested that different ethnicities may have different informational needs towards information on ‘whether the medication will affect your sex life’. Certain ethnicities might be more open to discussing issues about the effect of medications towards sex life, while in some culture people are more reserved in addressing such issues openly with HCPs. Further studies should be conducted to examine the causal relationship between ethnicity and satisfaction on information on unwanted side effects. Different ethnicities may have different medication beliefs shaped by cultural influences.
Patients who attended college and above may desire to know more about the risks of getting side effects. HCPs could describe the more common side effects and then mention to patients that there are other rare side effects. If patients wish to know the rare side effects, HCPs can either disclose this information verbally or through written information.
Strengths and limitations
The high response rate in this study ensured that the survey results were representative of the target population and non-response bias was minimised. Recall bias from the patients was minimised as they were required to fill in the SIMS questionnaire right after they received their discharge medications. Our study was also the first to examine the relationship between the information on SIMS and the general inpatients’ preferred method of receiving information with ethnicity, age group and educational level.
There was potential bias with the convenience sampling method which may reduce the generalisability of this study. Young patients aged 18–44 were under-represented in this study. Due to the limited study duration, only 100 patients were approached during data collection.
There may be potential bias of patients who responded by socially desirable answers, although they had been informed that the questionnaire response is confidential. This study took into account general experience and did not distinguish between new medications and refilled medications. We did not study the effect of different medical conditions or medications on patients’ satisfaction towards information. However, we had included patients from different ward disciplines to minimise the influence of certain medical condition or medications to patients’ satisfaction towards information about medicines. Future study could look at the effect of different medical conditions or type of medications on satisfaction towards medication information provided. The perceptions of younger generation towards information provided in inpatient setting can be explored in future studies.
Conclusions
HCPs could improve on the provision of information on potential problems that patients might experience with their medicines. Patients’ age, educational level and ethnicity should be taken into consideration when providing information about medicines.
What this paper adds.
What is already known on this subject
Inpatients were more satisfied with the information they received about the action and usage of medicines compared with the potential problems with medicines in the Satisfaction with Information about Medicine Scale.
There is lack of adequate information given to inpatients on side effects, drug–drug interaction and long-term effects of prescribed medicines.
What this study adds
Age group, educational level and ethnicity influence inpatients’ satisfaction with information received about medicines.
Footnotes
Contributors: WTS, RP and LW designed the study. WTS and RP carrried out the data collection. WTS, RP and LW analysed the data and wrote the paper.
Funding: The authors have not declared a specific grant for this research from any funding agency in the public, commercial or not-for-profit sectors.
Competing interests: None declared.
Ethics approval: This research was approved by the ethics board of the School of Pharmacy, University College London, as well as the Lewisham and Greenwich NHS Trust Clinical Audit Department.
Provenance and peer review: Not commissioned; externally peer reviewed.
Patient consent for publication: Obtained.
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