Developing a dashboard for benchmarking the productivity of a medication therapy management program

Objectives: To describe a method for internal benchmarking of medication therapy management (MTM) pharmacist activities. Setting: Multisite MTM pharmacist practices within an integrated health care system. Practice description: MTM pharmacists are located within primary care clinics and provide medication management through collaborative practice. MTM pharmacist activity is grouped into 3 categories: direct patient care, nonvisit patient care, and professional activities. Practice innovation: MTM pharmacist activities were tracked with the use of the computerbased application Pharmacist Ambulatory Resource Management System (PhARMS) over a 12-month period to measure growth during a time of expansion. Results: A total of 81% of MTM pharmacist time was recorded. A total of 1655.1 hours (41%) was nonvisit patient care, 1185.2 hours (29%) was direct patient care, and 1190.4 hours (30%) was professional activities. The number of patient visits per month increased during the study period. There were 1496 direct patient care encounters documented. Of those, 1051 (70.2%) were face-to- face visits, 257 (17.2%) were by telephone, and 188 (12.6%) were chart reviews. Nonvisit patient care and professional activities also increased during the period. Impact: PhARMS reported MTM pharmacist activities and captured nonvisit patient care work not tracked elsewhere. Internal benchmarking data proved to be useful for justifying increases in MTM pharmacist personnel resources. Reviewing data helped to identify best practices from high-performing sites. Limitations include potential for self-reporting bias and lack of patient outcomes data. Conclusion: Implementing PhARMS facilitated internal benchmarking of patient care and nonpatient care activities in a regional MTM program. (C) 2017 American Pharmacists Association (R) Published by Elsevier Inc. All rights reserved.