The survey of patients' satisfaction with outpatient pharmacy and systematic review of dispensing mode in mainland China / 中国药学杂志

ABSTRACT

OBJECTIVE: To understand the patient' satisfaction with one-to-one pre-dispensing mode in outpatient pharmacy and the status of dispensing mode in mainland China, promoting to improve the quality of outpatient pharmacy services. METHODS: A questionnaire regarding patients' satisfaction with dispensing mode was undertaken. Meanwhile, researches evaluating dispensing mode were identified from CBM, CNKI, VIPdatabase, systematic review was conducted to analyze this included studies. RESULTS: A total of 216 questionnaires were finished in outpatient pharmacy, 191 (88.4%) were valid questionnaires, 89% of patients got medicine in 5 min, 95.9% thought the medication label message was clear, 97.9% of the patients were satisfied with the dispensing mode and 95.8% with the overall quality of service. The systematic review included 25 studies, 92% of studies were before and after control study, 4% were randomized controlled study, 4% were survey; 52% evaluated before and after counter dispensing mode, 20% evaluated automatic dispensing system, 12% evaluate done card dispensing mode, 4% evaluated barcode scanning dispensing system; 48% of the studies used dispensing error events as outcome measurement, 44% used waiting time for medication, 24% used patient' satisfaction; before and after counter dispensing mode was the most common dispensing mode; one card dispensing mode optimized the dispensing process, it was widely used in economically developed regions and numerous patients in outpatient; automated dispensing model only applied in some hospitals due to higher costs and space requirement. CONCLUSION: Overall, patients were satisfied with one-to-one pre-dispensing mode in outpatient pharmacy, one card dispensing mode was worth learning in the process of optimizing the quality of outpatient service in future. At present, there were several dispensing mode, without a unified outcome measurement, further studies are needed to confirm it.