Implementation of a text message reminder service in an independent community pharmacy: A retrospective analysis of time to prescription pickup and satisfaction.

Approximately 30% of individuals admit that their medication nonadherence is due to forgetfulness, and 20%-30% of new prescriptions are never picked up. The primary objective of this study is to determine the impact of a text messaging reminder service on time to prescription pickup in an independent community pharmacy setting. We conducted a retrospective evaluation using a pre-post design involving 42 individuals who voluntarily enrolled in a text messaging reminder service. The periods 3 months before and 3 months after the initiation of the service were compared. Text messages were sent to individuals when their prescriptions were ready to be picked up. Time to prescription pickup was the primary dependent variable, and the number of medications, distance from the pharmacy, age, and sex were examined. In addition, we sent a text message inquiring about satisfaction with the service. In an analysis of 487 prescription pickup instances, 212 occurred before and 275 after the service for the 42 enrolled individuals. The average time to prescription pickup significantly improved by 12.3 hours (P = 0.001) after implementing the service. After adjusting for age, sex, distance to the pharmacy, number of medications per instance, and number of text messages per instance, the time to prescription pickup improved significantly by 15.8 hours (P = 0.03) after implementation. Thirty-three individuals (79%) reported satisfaction with the text messaging service, whereas 9 patients (21%) did not respond to the survey. Individuals living between 2 and 5 miles from the pharmacy and those 50-64 years old were less likely to respond to the satisfaction survey compared with the other distance and age categories. A text message reminder service significantly improved the time to prescription pickup by almost 16 hours in an independent pharmacy. Overall, individuals were satisfied with the service.

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