Critical analysis of the dispensing process at Mater Dei Hospital

Abstract

Objective: To identify strengths and weaknesses within the present out-patient dispensing system at Mater Dei Hospital and to suggest alternative processes for a more user-friendly system. Method: Standard operating procedures (SOPs) were reviewed to obtain a better understanding of dispensing activities. Dispensing practices were observed and compared to SOPs. Strengths, weaknesses, opportunities and threats (SWOT) analysis was undertaken. Areas for improvement were evaluated through discussions with pharmacists and pharmacy technicians. Review of SOPs was undertaken to minimise non-conformance to SOPs and improve user-friendliness of the system. Key findings: The dispensing process is influenced by both internal and external factors in the pharmacy setting. Strengths from within the pharmacy setting are the availability of IT systems for record keeping and stock control and access to reference sources for medical and clinical information. Limitations to the dispensing process which should be considered include an environment where patient-pharmacist relationship and patient confidentiality are not supported due to large workloads, low staff levels and patient overcrowding. Whilst trying to encourage rational and safe use of medicines, the current system has an overload of bureaucratic procedures to the extent that these were perceived to limit pharmacists’ professional discretion. Current technological developments offer opportunities to improve pharmaceutical services, through bar coding and the integration of patient medication records from different health care settings. Conclusion: The potential contribution of the pharmacists to public healthcare has yet to be maximised, through the introduction of some flexibility of protocols to allow pharmacist professional judgement during the dispensing process.