Impact of Medicines Helplines on patient satisfaction, patient outcomes and medicines safety for hospital patients: the development of a rating scale and an evaluation of patients' opinions.

Objective: To develop a rating scale and assess the impact of advice from Medicines Helplines on patient outcomes, medicine-related risks and patient satisfaction.

Methods: All patients who contacted two hospital pharmacy Medicines Helplines during the study were invited to complete a questionnaire about their experience of the helpline service and the outcome following the advice. A rating scale was developed and an expert panel of Medicines Information (MI) pharmacists rated the impact of the helpline advice on patient care or outcomes and risk/safety.