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.

Objective

The aim of this study is to evaluate the drive-through pharmacy service in Queen Elizabeth Hospital, Malaysia.

Methods

A cross-sectional observational study was conducted from July to December 2018. The questionnaire was developed and underwent thorough validation process which yielded a Cronbach’s alpha reliability score of 0.9130. Satisfaction was calculated by mean percentage score (0% (dissatisfied) to 100% (satisfied). All data were analysed descriptively and thematic analysis was used in analysing open-ended question.

Results

Compliance in obtaining medication was at 96.3% with a given two-week grace collection period. Insufficient quantity of medications (33.3%) was the highest near-missed medication errors occurred at the drive-through pharmacy. The mean satisfaction percentage score for all patients were 76.6% ± 8.1. A total of 69.2% (n = 83) were “very satisfied” while 30.8% (n = 37) were “satisfied” with the service. Among the reasons for satisfaction are convenience in getting medication refills (n = 74, 62%), short waiting time (n = 75, 63%) and knowledgeable dispensers (n = 87, 73%). A handful of patients were “dissatisfied” with the opening hours (n = 14, 11.7%) and the location of the drive-through pharmacy service (n = 19, 15.8%).

Conclusion

Compliance in medication collection is acceptable within stipulated grace period. Despite low occurrence, identification of near-missed medication errors provides useful insights for future improvement of the service. Generally, our patients are satisfied with the service. However, we need to re-evaluate on the opening hours and location of the service.

Keywords:

• Hospital pharmacy services
• Malaysia
• Value-added service
• Drive-through pharmacy service
• Personal satisfaction

Supplementary information

Supplementary information accompanies this paper at https://doi.org/10.1186/s40545-020-00221-7.

Acknowledgements

We would like to thank the Director General of Health Malaysia for his permission to publish this paper. The authors would also like to thank junior pharmacists (Maneshvari, Joyce Wong, Ho Mee Yan, Jemay Puah Sooi Mei, Nuramalina Jayari & Je Ching Ying) for their contributions to this study.

Authors’ contributions

Jerry Liew Ee Siung - Research Design and Data Analysis; Manuscript Write Up; Research Ethics submission and approval. Aizan Adifarhan bin Abdul Gapar - Data collection and research sampling; Researcher training and coordination; Manuscript write up and review. Shim Lik Ting - Manuscript write up and proof reading; Overall research coordinator and data audit; Obtained institutional approval and preparation research materials; Ensure proper and reliable research data documentation. All authors are involved in the preparation of this manuscript.

Funding

This research received no specific grant from any funding agency in the public, commercial, or not-for-profit sectors.

Availability of data and materials

Research data set may be obtained in writing with corresponding author.

Ethics approval and consent to participate

This research was registered with National Medical Research Registry (NMRR) and it was approved by the Malaysian Institutional Review Board (IRB)/ Independent Ethics Committee (IEC) with NMRR ID of NMRR-18-1638-42,105 (IIR). The study was approved on 20 July 2018.

Consent for publication

Not Applicable.

Competing interests

All authors have none to declare.

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