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Development of a telepharmacy and drug delivery programme

European Statement

Clinical Pharmacy Services

Author(s)

Maria Gregori, Eva Legido, Marta Bellver, Inmaculada Seguí, Amando Mengual, Jose Manuel Ventura

Why was it done?

In Spain hospital pharmacy services dispense specific medications to outpatients. Nevertheless, some patients have difficulties in getting to the hospital due to disabilities, displacement problems or work reconciliation. In this sense, the objectives of the programme were as follows: Improve patient access to healthcare professionals and reduce visits to the hospital. Promote patient autonomy, responsibility, and participation in decision making regarding pharmaceutical care and dispensing of medicines. Increase patient satisfaction with the healthcare provided. To expand the portfolio of services of the OPCUs. Promote the integration and continuity of pharmaceutical care between the OPCU and CP.

What was done?

Implementation of a programme in the Outpatient Pharmaceutical Care Unit (OPCU) that includes telematic pharmaceutical care (telepharmacy) as well as the dispensing of hospital medications in proximity through our health structures (primary care centres) or community pharmacy (CP).

How was it done?

We took the following steps:
– Establish inclusion and prioritisation criteria for the selection of patients who are candidates to participate in the telematic pharmaceutical care and proximity dispensing programme.
– Establish the procedures for the development of telematic pharmacotherapeutic follow-up: telephone consultation at the beginning of inclusion and successive ones prior to each dispensation.
– Establish the processes, procedures, and resources for the performance of drug dispensing in CP.
– Coordination of all participants in the process.
– Establish indicators and variables to measure and improve the results obtained.
– Guarantee patients’ rights in terms of confidentiality, authorisation, and information.

What has been achieved?

From January 2022 to August 2023, a total of 376 patients have been included in the programme, which translates to 2,041 telephone consultations and 2,306 dispensations of medication from hospital to CPs or primary care centres. A total of 36 incidences were resolved.
Of these patients, 68% were included because of having reduced mobility or dependence, 18% due to work-life balance, and 14% due to distance or problems getting to the hospital.

What next?

– Inclusion of at least 15-20% of patients from face-to-face modality to telepharmacy and proximity program.
– Evaluate indicators and detect opportunities for improvement in the processes.
– Determination of patient reported outcomes.

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