Evaluating Pharmacy Efficiency in a Regional Hospital's Network in the Project of Receiving Medications at Nearby Pharmacies

Abstract

Background: Chiangrai Prachanukroh Hospital allows patients to receive medications at 18 nearby network pharmacies. Previously, the performance efficiency of the pharmacies was monitored based on patient satisfaction.

Objective: To select indicators and evaluate the performance efficiency of pharmacies that are accepted and practical for use.

Method: This mixed-methods research involved qualitative analysis from 27 practitioners to assess the acceptance and feasibility of five indicators, covering three dimensions: time, reliability, and potential. Results were analyzed using the Delphi technique in two rounds to select indicators with a median score of ≥ 4.00 and an interquartile range of ≤ 1.5. Additionally, quantitative research was conducted to evaluate pharmacies based on the selected indicators using data from the hospital and pharmacy information systems for the fiscal years 2020-2023.

Results: The five indicators were accepted and found to be practical. In terms of reliability, no medication errors or complaints were reported from the network pharmacies. The increase in returned medications and longer holding times resulted from patients having leftover medicines and choosing to use them before collecting new supplies. Regarding capacity, pharmacies showed an increasing ability to identify patients with unstable conditions or those requiring medical consultation before refilling.

Conclusion: The five indicators can be effectively applied to evaluate the performance of network pharmacies in the “Medicines Near Home” program, covering timeliness, reliability, and capacity, without adding extra workload or data collection steps. Furthermore, they enhance the efficiency of pharmacy operations and provide feedback for revising workflow processes to improve the overall performance of the program.