Use of multiple methods to measure impact of a centralized call center on academic health system community pharmacies

Nickman, Nancy A.; Drews, Frank A.; Tyler, Linda S.; Kelly, Michael P.; Ragsdale, Russell; Rim, Matthew H

doi:10.1093/ajhp/zxy068

Cited by 6 publications

(6 citation statements)

References 31 publications

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“…A self-reporting data collection form (Supplementary Material) was created for pharmacists to record the instances and causes of rework identified in their community pharmacy workplace. The materials provided were formulated based on previous literature on rework in community pharmacy and similar data collection processes [ 3 , 21 , 26 , 27 ], as well as the authors’ experience of working in community pharmacy. The form was piloted by two pharmacists in different community pharmacies over a three-day period.…”

Section: Methodsmentioning

confidence: 99%

“…Whilst there is no consensus definition of rework from a community pharmacy perspective, Nickman et al . have defined a prescription rework as “ any activity during a medication dispensing cycle such as, but not limited to, incorrect medication or labelling errors that cause prescription processing to revert to a prior procedural step for correction ” [ 21 ]. Figure 1 shows an example of a prescription rework in community pharmacy, and how defects at any point can lead to additional work, such as corrective actions and repeating previous steps.…”

Section: Introductionmentioning

confidence: 99%

“…Whilst errors and near misses in community pharmacies have been widely studied [ 24 , 25 ], research on rework in this setting is limited [ 3 , 21 , 26 , 27 ]. Errors may contribute to rework, but there are many more dimensions to rework – meaning that previous estimates of the impact of errors on pharmacy staff time will not reflect the true time consumed by rework.…”

Section: Introductionmentioning

confidence: 99%

“…Errors may contribute to rework, but there are many more dimensions to rework – meaning that previous estimates of the impact of errors on pharmacy staff time will not reflect the true time consumed by rework. To date, some factors that contribute to rework have been identified, including workflow issues, high telephone call volume and distraction, prescriptions requiring prescriber clarification, and patients’ failure to collect automatic prescriptions refills [ 3 , 21 , 26 , 27 ]. What is not known, however, is the frequency with which prescription rework occurs in community pharmacies and its causes.…”

Section: Introductionmentioning

confidence: 99%

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An observational study of the cause and frequency of prescription rework in community pharmacies

Olden

Dalton

2023

Int J Clin Pharm

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Background When prescriptions are being processed in pharmacies, ‘rework’ is a phenomenon where an activity occurs that requires the return to a prior procedural step in the process for correction. To date, little is known regarding rework prevalence in community pharmacies or how this might be minimised. Aim To evaluate the cause and frequency of prescription rework in community pharmacies. Method A list of reworks was designed for community pharmacists to self-record prescription rework instances and causes in their workplace across a two-week period. Community pharmacists in Ireland were recruited via convenience sampling and snowballing. Descriptive statistics were used to assess rework frequency according to the various causes, as well as the pharmacist and pharmacy characteristics. Results Eight pharmacists participated, recording 325 reworks across 92.9% of the 65 study days (mean 5 reworks/day). The pharmacists’ mean ranged from 1.82 to 15 reworks/day. Pharmacists and pharmacy technicians alone or together were involved in 72.3% of reworks. The three most common rework categories were involving labelling errors (22.8%), prepared prescriptions which necessitated opening and repackaging (15.1%), and medication owings to patients (13.9%). Conclusion This study reveals that prescription rework occurs frequently in community pharmacies and has provided an indication of some of the main causes. These findings demonstrate areas where pharmacy staff can address rework and should aid the development of approaches to minimise rework in future – thus decreasing workload and facilitating more time for community pharmacy staff to focus on providing patient care.

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Section: Methodsmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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An observational study of the cause and frequency of prescription rework in community pharmacies

Olden

Dalton

2023

Int J Clin Pharm

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“…Before the COVID-19 pandemic, several studies assessed patient safety culture in community pharmacy settings both internationally and regionally [ 17 , 21 , 22 , 23 , 24 , 25 , 26 , 27 , 28 ]. Previous research has identified organizational breakdown, insufficient staffing, increased production pressures, and provider fatigue as factors contributing to poor patient safety [ 29 , 30 ]. All of these factors could have existed among community pharmacies during the pandemic.…”

Section: Introductionmentioning

confidence: 99%

The COVID-19 Pandemic and Patient Safety Culture: A Cross-Sectional Study among Community Pharmacies in Jordan

et al. 2022

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The COVID-19 pandemic has dramatically imposed stressful conditions that may impact the ability of healthcare staff to provide safe and effective care. Research on patient safety culture among community pharmacies during the pandemic is limited. This study aimed to assess the patient safety culture among community pharmacies in Jordan during the COVID-19 pandemic. Pharmacists and pharmacy assistants from 450 community pharmacies were approached through online means, with 378 answering the questionnaire written in Arabic that had been adapted from the Community Pharmacy Survey on Patient Safety Culture (PSOPSC). This study showed that various patient safety standards were addressed to a high degree during the COVID-19 pandemic, as represented by the high positive response rate (PRR) measures that were mainly observed in the dimensions “Teamwork” (90.1%), “Patient Counseling” (85.2%), and “Staff Training and Skills” (82.7%). Furthermore, significantly higher PRR scores for the “Teamwork”, “Staffing, Work Pressure, and Pace”, “Response to Mistakes”, “Organizational Learning—Continuous Improvement”, and “Overall Perceptions of Patient Safety” dimensions were observed among participants who worked in independent pharmacies than those who worked in chain pharmacies. Despite an overall positive patient safety culture in the current context of community pharmacies in Jordan during the COVID-19 pandemic, pitfalls were observed in the “Staffing, Work Pressure, and Pace” dimension.

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Unveiling the complementariness of robotic tablet dispensing machines for elderly care: A bibliometric data analysis

Olaleye,

Olubunmi,

Atsbeha

et al. 2025

Exploratory Research in Clinical and Social Pharmacy

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Use of multiple methods to measure impact of a centralized call center on academic health system community pharmacies

Cited by 6 publications

References 31 publications

An observational study of the cause and frequency of prescription rework in community pharmacies

An observational study of the cause and frequency of prescription rework in community pharmacies

The COVID-19 Pandemic and Patient Safety Culture: A Cross-Sectional Study among Community Pharmacies in Jordan

Unveiling the complementariness of robotic tablet dispensing machines for elderly care: A bibliometric data analysis

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