Implementación de un piloto de agendamiento electrónico y dispensación en el servicio de farmacia ambulatoria en un hospital docente asistencial : lugar de desarrollo Hospital Clínico San Borja Arriarán (HCSBA)
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Fecha
2022
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Idioma
es
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Universidad Andrés Bello
Nombre de Curso
Licencia CC
Licencia CC
Resumen
El presente trabajo se realizó en el Hospital Clínico San Borja Arriarán (HCSBA), el
cual corresponde a un Hospital de alta complejidad, ubicado en la comuna de
Santiago. A fin de potenciar su servicio de Farmacia, se creó un proyecto de
propuestas de mejoras en el proceso de dispensación de fármacos, el cual buscó
reducir los tiempos de espera bajo el modelo actual de dispensación.
Como objetivo general está el implementar un piloto de agendamiento electrónico para
la dispensación de medicamentos asociado a atención de pacientes ambulatorios de
la Unidad de Farmacia del HCSBA, y como objetivos específicos el diagnosticar
situación actual de procesos internos de despacho, cambiar el modelo de uno
tradicional a uno programado, disminuir tiempos de espera de retiro de medicamentos
y mejorar satisfacción usuaria de pacientes y funcionarios.
Se implementó un software de agendamiento online que permitió digitalizar solicitudes
de medicamentos y programar anticipadamente la fecha de retiro por parte de
pacientes ambulatorios pertenecientes a un policlínico específico del Hospital. Dicho
proyecto fue evaluado antes y posterior a su implementación, mediante encuestas a
funcionarios del policlínico, de la Unidad de Farmacia y a pacientes inscritos en piloto.
Se registró además tiempos de espera por retiro tradicional y por retiro agendado.
Con el programa piloto se obtuvo que, para el policlínico escogido, el tiempo de espera
de despacho disminuyó de 36 a 5 minutos, los niveles de satisfacción en pacientes y
en funcionarios subieron, y el porcentaje de retiro exitoso por mes disminuyó de 80,7%
en el primer agendamiento, a 45% para el quinto.
Se concluye que existe una disminución significativa en los tiempos de espera en
pacientes participantes que agendan, además de un aumento en la satisfacción
general, junto con una disminución importante en pacientes que concretaron un retiro
a medida que transcurrieron los meses evaluados.
This work took place at San Borja Arriarán Clinical Hospital (HCSBA), which corresponds to a high complexity Hospital, located in the town of Santiago Centro. In order to strengthen its Pharmacy service, a project of improvement proposals for the drug dispensing process was created, which sought to reduce waiting times under the current dispensing model. The general objective is to implement an electronic scheduling pilot for the dispensing of medicines associated with outpatient care of the HCSBA Pharmacy Unit, and to diagnose the current situation of internal dispensing processes, change the model from a traditional one to a scheduled one, reduce waiting times for medication dispacht and improve user satisfaction of patients and staff, as specific objectives. An online scheduling software was implemented wich allows to digitize medication requests and schedule the dispensing date in advance by outpatients belonging to a specific Hospital polyclinic. This project was evaluated before and after its implementation, through surveys to the polyclinic and Pharmacy Unit staff and patients enrolled in the pilot. Waiting times for traditional dispensing and for scheduled dispensing were also recorded. With the pilot program it was obtained that, for the chosen polyclinic, the dispensing waiting time decreased from 36 to 5 minutes, the levels of satisfaction in patients and employees rose, and the percentage of successful withdrawal per month decreased from 80.7 % in the first scheduling, to 45% for the fifth. It is concluded that there is a significant decrease in waiting times in participating patients who schedule, in addition to an increase in general satisfaction, together with a significant decrease in patients who succesfully completed a dispensation as the evaluated months went on.
This work took place at San Borja Arriarán Clinical Hospital (HCSBA), which corresponds to a high complexity Hospital, located in the town of Santiago Centro. In order to strengthen its Pharmacy service, a project of improvement proposals for the drug dispensing process was created, which sought to reduce waiting times under the current dispensing model. The general objective is to implement an electronic scheduling pilot for the dispensing of medicines associated with outpatient care of the HCSBA Pharmacy Unit, and to diagnose the current situation of internal dispensing processes, change the model from a traditional one to a scheduled one, reduce waiting times for medication dispacht and improve user satisfaction of patients and staff, as specific objectives. An online scheduling software was implemented wich allows to digitize medication requests and schedule the dispensing date in advance by outpatients belonging to a specific Hospital polyclinic. This project was evaluated before and after its implementation, through surveys to the polyclinic and Pharmacy Unit staff and patients enrolled in the pilot. Waiting times for traditional dispensing and for scheduled dispensing were also recorded. With the pilot program it was obtained that, for the chosen polyclinic, the dispensing waiting time decreased from 36 to 5 minutes, the levels of satisfaction in patients and employees rose, and the percentage of successful withdrawal per month decreased from 80.7 % in the first scheduling, to 45% for the fifth. It is concluded that there is a significant decrease in waiting times in participating patients who schedule, in addition to an increase in general satisfaction, together with a significant decrease in patients who succesfully completed a dispensation as the evaluated months went on.
Notas
Seminario (Química Farmacéutica)
Palabras clave
Agendamiento de Citas, Farmacias de Hospital, Medicamentos, Administración y Dosificación, Innovaciones Tecnológicas