Rim Matthew H, Thomas Karen C, Chandramouli Jane, Barrus Stephanie A, Nickman Nancy A
Pharmacy Ambulatory Clinical Care Center, University of Utah Health, Murray, UT
Pharmacy Ambulatory Clinical Care Center, University of Utah Health, Murray, UT.
Am J Health Syst Pharm. 2018 May 15;75(10):633-641. doi: 10.2146/ajhp170319. Epub 2018 Apr 2.
The implementation and quality assessment of a pharmacy services call center (PSCC) for outpatient pharmacies and specialty pharmacy services within an academic health system are described.
Prolonged wait times in outpatient pharmacies or hold times on the phone affect the ability of pharmacies to capture and retain prescriptions. To support outpatient pharmacy operations and improve quality, a PSCC was developed to centralize handling of all outpatient and specialty pharmacy calls. The purpose of the PSCC was to improve the quality of pharmacy telephone services by (1) decreasing the call abandonment rate, (2) improving the speed of answer, (3) increasing first-call resolution, (4) centralizing all specialty pharmacy and prior authorization calls, (5) increasing labor efficiency and pharmacy capacities, (6) implementing a quality evaluation program, and (7) improving workplace satisfaction and retention of outpatient pharmacy staff. The PSCC centralized pharmacy calls from 9 pharmacy locations, 2 outpatient clinics, and a specialty pharmacy. Since implementation, the PSCC has achieved and maintained program goals, including improved abandonment rate, speed of answer, and first-call resolution. A centralized 24-7 support line for specialty pharmacy patients was also successfully established. A quality calibration program was implemented to ensure service quality and excellent patient experience. Additional ongoing evaluations measure the impact of the PSCC on improving workplace satisfaction and retention of outpatient pharmacy staff.
The design and implementation of the PSCC have significantly improved the health system's patient experiences, efficiency, and quality.
描述在一个学术医疗系统内，为门诊药房和专科药房服务设立的药房服务呼叫中心（PSCC）的实施情况及质量评估。
门诊药房的长时间等待时间或电话中的等待时长会影响药房获取和留住处方的能力。为支持门诊药房运营并提高质量，开发了一个PSCC来集中处理所有门诊和专科药房的电话。PSCC的目的是通过以下方式提高药房电话服务质量：（1）降低呼叫放弃率；（2）提高接听速度；（3）提高首次呼叫解决率；（4）集中所有专科药房和预先授权电话；（5）提高劳动效率和药房产能；（6）实施质量评估计划；（7）提高工作场所满意度并留住门诊药房工作人员。PSCC集中了来自9个药房地点、2个门诊诊所和1个专科药房的药房电话。自实施以来，PSCC已实现并维持了项目目标，包括提高放弃率、接听速度和首次呼叫解决率。还成功设立了一条面向专科药房患者的24小时集中支持热线。实施了质量校准计划以确保服务质量和出色的患者体验。额外的持续评估衡量PSCC对提高工作场所满意度和留住门诊药房工作人员的影响。
PSCC的设计和实施显著改善了医疗系统的患者体验、效率和质量。
