Evaluation of drive-through pharmacy service in Queen Elizabeth Hospital Malaysia

Abstract

Background: In 2015, the drive-through pharmacy was first introduced in Queen Elizabeth Hospital (QEH), Malaysia as one of the pharmacy value-added services. Therefore, it is imperative to review the service for further amelioration to fulfil patients' needs and expectations.

Satisfaction among patients and caregivers receiving value-added services during the Covid-19 pandemic outbreak in a tertiary hospital in the Perak state of Malaysia

“…At least 77.2% of the respondents rated their satisfaction with mean scores of more than 4.0 out of a maximum of 5.0 irrespective of service types. Similar to the ndings of previous studies, a range of 74.5 to 100% of respondents rated high level of satisfactions to pharmacy VAS [10,13,21,23]. In contrast, patients satisfaction level with the outpatient pharmacy services varied between 1.5 and 87.5% [12,[24][25][26][27][28][29][30][31].…”

“…Users who selected pharmacy drive-through service had positive correlation with the satisfaction levels of VAS after adjusting other factors. High satisfaction levels were seen in users of pharmacy drive-through services evaluated in a previous study, which indicated that as high as 69.2% of the users rating this service 'very satis ed' and 30.8% rated 'satis ed', mainly due to convenience, short waiting time and problem recti cation in a timely manner [23]. Insu cient parking lots, congested patients waiting area and long waiting time have been the major issues encountered by most of the tertiary hospitals globally.…”

“…to 100% of respondents rated high level of satisfactions to pharmacy VAS [10,13,21,23]. In contrast, patients satisfaction level with the outpatient pharmacy services varied between 1.5 and 87.5% [12,[24][25][26][27][28][29][30][31].…”

“…Majority of them suggested extended hours of operation, more courteous staff, better communication system, and a smoother registration process when using VAS. While the previous studies evaluated a maximum of three types of VAS [13,[21][22][23], this study evaluated four different type VAS for satisfaction level among the users. This study describes the key factors affecting patients and caregivers' need with regards to pharmacy VAS, informing stakeholders on the possible gaps for improvement.…”

Drive-thru pharmacy services: A way forward to combat COVID-19 pandemic

“… 7 , 26 A recent study by Queen Elizabeth Hospital (QEH) in Malaysia showed that a vast majority of the patients were satisfied with this service. 27 In Taiwan, a study has found that “drive-thru pharmacy service” has provided patients with convenient access to prescription refilling during a short period. 24 A study from Jordan has highlighted the need to introduce the drive-thru concept and emphasized that regulatory bodies take an interest in this very idea to improve patient's access to medicines.…”