Authors (including presenting author) :
TAM S(1), CHEN J(1), Yick PK(1)
Affiliation :
(1)Department of Pharmacy, Ruttonjee & Tang Shiu Kin Hospitals
Introduction :
Facilitating patient discharge in hospitals is critical for enhancing patient experience and ensuring efficient patient flow. An initiative of revising Discharge Medication Processing Workflow has been implemented by RTSKH Department of Pharmacy since 1 August 2024 to streamline the processing of discharge medications with a view to improving patient satisfaction and operational efficiency.
Objectives :
This initiative aims at enhancing patient experience and overall patient flow by implementing a new discharge workflow. The primary objectives included reducing patient waiting time for discharge medications at both pharmacy and ward level.
Methodology :
Strategies employed include:
1. Differentiating Self-collection from Ward Delivery: Discharge prescriptions were stamped either “藥物自取” for self-collecting medications at Pharmacy or “藥送病房” for Old Aged Home or Non-emergency Ambulance Transfer Service (NEATS) patients requiring ward delivery and promptly faxed to the pharmacy by Ward Nurses.
2. Facilitating Expedited Dispensing: Contrasting with the previous system where only delivery prescriptions were faxed, Pharmacy prioritises processing of BOTH types of discharge prescriptions, enhancing the vetting, picking, and checking processes under the new workflow.
3. Proactive Role of Ordering Deliveries: Pharmacy takes on the responsibility of ordering deliveries through the Automatic Dispatching System (ADS), ensuring timely dispatch for those requiring medication delivery to wards.
4. Workload Redistribution: For patients suitable for self-collection, Pharmacy receives prescriptions earlier via fax, enabling an earlier start to the dispensing process. This shift not only reduces patient waiting times when collecting medications but also alleviates the typically busier afternoon outpatient dispensing load by redistributing some volume to the morning.
Result & Outcome :
The initiative yielded significant improvements in discharge efficiency. The median waiting time for patients collecting discharge medications at Pharmacy was reduced from 32 minutes (25 July 2024 to 31 July 2024) to 6 minutes (6 January 2025 to 12 January 2025), resulting in a time reduction by 81.2%. The implementation of the new workflow has also contributed to a substantial increase in average rate of patient discharges before 1 PM from 17.6% (April to June 2024) to 37.8% (since 1 August 2024 onward). These results indicate a marked improvement in waiting time and patient flow. The overall enhancements are expected to lead to higher patient satisfaction and a better overall discharge efficiency.
In conclusion, this initiative exemplifies how a strategic approach to workflow optimization in pharmacy services can significantly improve patient discharge processes, thereby enhancing overall healthcare delivery.
