The Impact of Hospital Pharmacist and Technician Teams on Medication-Process Quality and Nurse Satisfaction

Abstract

Purpose

This project deployed pharmacist and technician teams on patient care units to improve (1) the quality of the medication process and (2) nurse satisfaction with pharmacy services.

Methods

An interdisciplinary team developed a decentralized pharmacy model, establishing complimentary roles for pharmacists and technicians based on their current roles, expected roles, and published evidence. A trained nurse or pharmacist observed the medication process before and after implementing the service model; nurses were surveyed for satisfaction with pharmacy services. Statistical analysis of changes in order-processing times and nurse satisfaction were determined using an independent samples t-test (CI = 0.95, P < 0.05).

Results

Two processes were significantly improved before after implementing the decentralized model (PRE vs POST): (1) order entry time, PRE 24.4 ± 18.1 min (Mean ± SD) vs POST 12.1 ± 10.5 min, P = 0.001; (2) order delivery time, PRE 50.5 ± 18.9 min vs POST 27.5 ± 15.2 min, P = 0.048. Nursing satisfaction significantly improved after implementation of the decentralized model, specifically in perception of quality, PRE (Median score = 3) vs POST (Median score = 4), P = 0.04, timely delivery of STAT and routine medications PRE (Median score = 2) vs POST (Median Score = 4, P = 0.00, pharmacy as an asset to patient care PRE (Median score = 3) vs POST (Median Score = 5), P = 0.04, and effective pharmacy and nursing communication PRE (Median score = 2) vs POST (Median Score = 4), P = 0.04. Pharmacists increased their medication safety interventions and documentation almost five-fold.

Conclusions

Pharmacist-technician teams on the patient care units improved service and nurse satisfaction and may be a useful method for decentralizing pharmacy services in hospitals that do not have satellites.

Keywords

decentralized pharmacy services pharmaceutical care

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