Key Performance Indicators for Refill Prescription Operations in the Drugstore Network of Lamphun Province
Keywords:
key performance indicator, refill prescription operations, drugstore, operation managementAbstract
The universal coverage scheme has included drugstores as health care provider networks running refill prescriptions from October 1, 2019. The evaluation of the pilot program focused on lessening hospital congestion and waiting time by displaying the number of hospitals, pharmacies, patients, and prescriptions filled. The purpose of this study was to expand key performance indicators (KPIs) for evaluating the drugstore networks. The study design was a mixed method, with a qualitative analysis comprising in-depth interviews and observations and a quantitative assessment of data in the form of a pharmacy operations report. The findings indicated that all drugstores used a five-step operation management process. The highest operation management efficacy (25.7%) was in the process of dispensing and counseling. This process also provided value to the project. The process of data handling for reimbursement and patient’s pharmacy information update to the hospital’s database achieved the second highest operation management (22.0%). The pharmacists commented on process complexity and non-value added to the project. The present study proposed that the simplified standard pharmacy information practice of drugstore network to reduce the length of this operation but increase efficacious time duration.
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