Project Information

Interpreting Motivational Interviewing Use During Telephonic Medication Reviews After Implementing Training Sessions

Project Description: Objectives: To evaluate implementation of an improved training model for pharmacists and technicians on motivational interviewing (MI) at the University of Florida, College of Pharmacy, Center for Quality Medication Management. Background: MI is a patient-centered counseling method that helps resolve patient ambivalence with response to change. According to the Society for the Study of Addiction, there has been more than 80 randomized clinical trials that have been published supporting its efficacy. They also claim that many of these studies which place emphasis on training MI have failed to achieve sustained practice change in MI according to their criteria. CQM currently requires all staff members, upon being hired, complete MI training with an initial video presentation by Bruce Berger, co-author of Motivational interviewing for Health Care Professionals. It is also required that employees participate in a refresher recorded lecture annually on MI. These newly proposed MI training sessions will attempt to speak to the need for enhancing MI training at CQM for pharmacists and clinical associates who may find MI useful when encountering a patient resistant to change. Methods: Participants consist of a subset of CQM staff members including pharmacists and technicians. Training will be held in CQM's designated training room. Training entails six sessions for a duration of three months, with two sessions per month. Each session will be 15 minutes long and held on two consecutive days during that month. The first day will include an introduction to an MI topic and the second day will focus on applying the MI technique reviewed the day before using team-based learning activities. Sessions will include one designated trainer and a group of 5-8 employees. Training will also include work station handouts to function as a guide for using MI if trainees encounter patients that qualify for use of MI techniques during calls. Pharmacists and technicians will be assessed by the number of MI techniques demonstrated using Motivational Interviewing Treatment Integrity Scales (MITI). Trainers will screen recorded calls for MI techniques used by pharmacist and technicians before and after new training is completed. Only recorded calls where patients who present as "ambivalent to change" will be screened for MI techniques as MI is not necessary in all situations. Patient recorded calls will be selected for review by trainers based on patients who appear as "ambivalent to change".

QPI: Mariyem, Naboulsi, (


Advisors: Teresa, Roane, (

UF Health Big Aims: Enhance the Patient Experience None

MeSH Keywords: Call Centers, Education, Professional, Retraining, Pharmacists, Motivational Interviewing, Quality Assurance, Health Care, Technicians