How Does the Electronic Collection of Patient-Reported Outcomes Improve Patient Engagement in Pharmacy Encounters? A Multi-Method Study

Routine collection of Patient-Reported Outcomes (PROs) can enhance patient–pharmacist communication and identify medication-related concerns. This study aims to explore the influence of RxTalk™, an electronic PRO tool, on patients’ attributes and the dynamics of communication. Secondary aims include describing patients’ experiences with RxTalk™ and identifying suggestions for improvements. This study is part of a pilot randomized controlled trial in which patients used RxTalk™ in the pharmacy while being observed before they spoke with the pharmacist. Patients’ interactions with pharmacists were tape-recorded and analyzed, and patients were interviewed within one week. We integrated data from RxTalk™, patient observations, taped encounters, and interviews to provide a thicker description of patients’ experiences with RxTalk™ and its impact on their communication. A total of 70% of patients found RxTalk™ easy to use, and 59% perceived RxTalk™ as very useful to extremely useful. Triangulated findings show that RxTalk™ met patients’ social and informational needs, improved their communication skills, and cultivated a sense of privacy to share concerns. Furthermore, RxTalk™ validated the appropriateness of reporting any health concerns, not simply medication concerns. As patients had a positive experience with RxTalk™, pharmacists should consider integrating PRO tools into their daily services to improve patient interactions and quality of care.