Assessment of the service quality for the home-based medication pickup project within the Warin Chamrap Hospital network (Model 2, involving the hospital's delivery of medicines to participating drug stores)

Abstract

The research aimed to assess the efficacy of the service system implemented in the Drug Delivery Near Home project within the Warin Chamrap Hospital network (Model 2). The evaluation focused on determining its effectiveness in patient care compared to traditional hospital treatment. The study, conducted between October 2022 and October 2023, involved a sample group consisting of 12 drug stores and participating patients. Employing an evaluative research format, specifically Evaluation Research, data collection encompassed hospital databases, interviews, and observation of the sample groups. The findings revealed that 555 patients participated in the project, and their experiences were evaluated against specified criteria derived from the Key Performance Indicators (KPI) set by the Ministry of Public Health for the fiscal year 2021. Remarkably, all 12 drug stores, along with Warin Chamrap Hospital, successfully met the evaluation criteria at all five levels. Notably, 87.5% of the participants (486 patients) chose to receive repeat medication at the pharmacy, surpassing the stipulated criterion of no less than 60%. The evaluation of patient satisfaction yielded positive results, with an average rating of 4.65. Concerning the health outcomes of patients, a statistically significant difference was found in average blood pressure values between receiving medicine at the hospital (130.55 ± 11.07 / 75.69 ± 9.70) and at the pharmacy (127.57 ± 15.74 / 77.49 ± 12.11) (P < 0.001). However, these values remained within the target range, lower than 140/90 mmHg. Fingertip blood sugar levels did not exhibit a statistically significant difference (P = 0.552) between receiving medicine at the hospital (124.17 ± 22.35) and at the pharmacy (121.5 ± 22.50). Additionally, a medication reconciliation system was implemented through the Warm Community Pharmacy program to manage patients' leftover medicines. The research underscores the importance of evaluating service system quality to inform future improvements, suggesting the potential development of an advanced service system in the future.