Proposed Topic (Most preferred): :
Clinical Safety and Quality Service III (Projects aiming at quality service to patients and their carers)
Proposed Topic (Second preferred): :
Clinical Safety and Quality Service I (Projects aiming to improve efficiency and effectiveness of care delivery to meet international standards)
Authors (including presenting author) :
Fung TC(1), Chan CY(1), Chan KY(1), Wong PK(1), Wong SYH(1), Zheng SM(1)
Affiliation :
(1) Department of Pharmacy, Queen Mary Hospital
Introduction :
The initiative of Medication Delivery and Telepharmacy Service (MD) was influenced by the experience gained from delivering medications to COVID-19 patients receiving Teleconsultation Service during the pandemic. The pilot of MD has been introduced to Queen Mary Hospital Specialist Outpatient Clinic on 15th May 2023. The service allows patients to have medications delivered to designated addresses, providing an alternative to collecting medications in person. Service offers Pharmacist Medication Counselling Service, where Pharmacists provide pharmaceutical care through Telepharmacy to address drug related problems.
Objectives :
To evaluate and gather feedback from patients who have utilized the newly implemented service. It aims to measure the satisfaction level and overall experience of MD.
Methodology :
Survey was conducted by Pharmacists over phone upon delivery of medications to patients. It employed a scale ranging from 1 to 10, with 1 indicating dissatisfaction and 10 indicating high satisfaction. The survey covered aspects such as ease of service use, overall flow and satisfaction level with MD. In addition to quantitative ratings, qualitative data was also collected by eliciting opinions and suggestions from patients. This approach provides a comprehensive understanding of patient perceptions and identification of areas for improvement to enhance overall quality of service.
Result & Outcome :
Survey involved 351 respondents who utilised the service. Respondents expressed high levels of contentment for overall service satisfaction, giving it an average score of 8.3. Respondents found the user interface of HA-Go clear and user-friendly, providing an average score of 7.8. This suggests a positive reception to technological aspect of the service. Majority of respondents expressed high satisfaction with delivery time, with an average score of 8.3. This suggests the efficiency of MD was well-received by patients.
Regarding utilisation of Telepharmacy counselling service, respondents found it valuable and beneficial which Pharmacists providing professional counselling and advice. Overall flow from finishing doctor's consultation to receiving medication delivery was perceived as smooth by respondents, with a mean score of 8.2. Respondents learned about the service through press release, emphasising the significance of external communication channels in raising awareness of the service.
Looking ahead, patients expressed intentions to use the service again. The positive feedback bodes well for continuous success and adoption of pilot phase of MD.
