HECO U1- Application
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Transcript of HECO U1- Application
8/4/2019 HECO U1- Application
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Application inPHARMACY PRACTICE
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INPUTRESOURCES
OUTPUTGoods
And
Services
NEEDSWANT
DEMANDS
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INPUTRESOURCES
OUTPUTGoods
And
Services
OUTCOMES
transformation
Pharmacy operations
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Processes
• Goods and services offered by thebusiness
• Outputs
prescription medications patient counselling
immunization
OTC medications
Durable medical equipment Disease state management
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Processes
• Outputs (consumable offerings) drivepatients perceptions of your pharmacy
• Outputs influence outcomes in patients
• Keep in mind.....
patients develop perceptions of yourbusiness based on the outputs and
outcomes
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Processes
• Goods and services GOODS
compounded prescription
durable medical equipment
OTC medicationsRx medications
SERVICES
refill reminders
patient counselling
disease state management
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PROCESSES
• Service Typologyservices can be viewed in terms ofspecificity and intensity
Specificity
customer service
product service
service as a product
Intensitytactic
strategic
cultural
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processesService specificity
• Customer service-general quality ofinteractions
• Product services – support of products(distribution, technicalassistance)
• Service as a product – independent ofcompany’s goods
Organizational intensity
• Tactic – actions withinthe marketing mix
• Strategic – adds a key
competency• Cultural – reshapes themission
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tactic strategic cultural
CustomerService
24 houremergency
Delivery Customersalways right
ProductService
Refillreminder
Onlinerefills
Counseleverypatient
ServiceProduct
RefillingcompetitorRx
DSM Diabeteseducationonly
S
PECIFIC
IT y
I n t e n s i t y
PROCESSES
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INPUT RX MEDSTransformation
Initialpatientinteract
-ion
RxProce-ssing
RxFilling
RxHandling
fordelivery
to patient
Secondary
PatientInter-action
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Ingredients, both active and inactive
Container
Computer that creates the label the
Insurance company
Fee charged to verify and fill the
Rx over the phone lineBag that Rx is place
Cost of electricity
Rent on the facility
Salary and benefits who compound
the prescription
PR
ODUT
INPUT
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processes
• All of the resources needed tocreate the output
• Examples of INPUTS (Rx Meds)
stock medicationspharmacists
technicians
labels utilities
containers computers
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processes
• OUTCOMES the result of patient behaviours
can be measured (although not alwayseasy)
can be influenced by the pharmacy’soutputs
can be monitored
outcomes can occur along a continuum
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Filling the prescription medication
Compounding the prescription
OTC medication
Nutritional supplements
Offering and fitting durable medical
equipmentInformation about Rx drugs
Information about OTC drugs
Health and beauty aids
Greeting cards
Counseling in prescription drug use
Screening for drug interactionsSpecial convenience packaging
PROFIT
Typical Community Pharmacy Output
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Filling the prescription medicationCompounding
Preparation of IV and solutions
Delivery of medication to floors
Collection of order from hospital
floors
Drug event monitoring
Formulary management
Therapeutic management
Prescription medication counseling
Filling of Rx medication carts
Drug information to physicians
TPN and enteral nutritions
PR
OFIT
TYPICAL HOSPITAL PHARMACY OUTPUT
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Factors Affecting the Drug Delivery of PharmacyProduct and Services
1.Patient Demographic
a. Aging population
b. Females as decision-makers
c. Ethnic composition of patient
2.Attitudes and Belief system
a. Belief about disease, sick role, medication
takingb. Trust in health care delivery system
c. Direct-to- consumer advertising ofRx drug
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Factors Affecting the Drug Delivery of PharmacyProduct and Services
3. Third party payers
a. Complexity/differences among payerspolicies
b. Formularies
c. Limited networks
d. Limited access for some patients
e. Lack of knowledge by patients
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Factors Affecting the Drug Delivery ofPharmacy Product and Services
4.Competitive market
a. Diminished margins
b. Diversity in the types of providers offeringproducts and services
5.Technology
a. Software
b. Automated dispensing technology
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Pharmacoeconomics
1.Determine optimal mix of labor andcapital
2.Determine optimal output
3.Determine optimal hours of businessoperation
4.Determine levels of investment intorisk management
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10 Decisions under the purview
of Management
• Designing goodsand services
• Managing quality• Process strategies
• Location strategies
• Lay out strategies
• Human resource
• Scheduling strategies
• Supply chain strategies• Inventory management
• Maintenance
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1.Designing Goods and Services
@ needs and wants of consumers
@ require analysis and planning@ tangible or not tangible
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2. Managing Quality
CompoundPrescription Quality Product
2 Types of Costs
1.Cost maintaining qualitya. Prevention cost
b. Appraisal cost
2.Cost associated with poor qualitya. Internal failure
b. External failure
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3. Process Strategies
STEPSPerformed
DuringOperations
EfficiencyGood
ServicesProfitability
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4. Location Strategy
1.How can easily and efficiently theinput for operations can berequired?
2.How easily the outputs operationcan be transferred to theconsumers of those outputs?
3.Which outputs are chosen to beoffered by a given business?
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5. Pharmacy Layout
Pharmacy needs to bedesigned to maximize the
efficiency of the processconducted to create the goodsand services
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6. Human Resource
@ most important resources in apharmacy
@ goods and services offered aretransferred using personnel
@ efficiency and ability to interact
with patient
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7. Scheduling Strategy
@ scheduling with personnel is a critical aspect ofoperation
@ pharmacist must be present when the pharmacy isopen
@ CHASE Strategy – chase the demand havingpersonnel available = great demand
@ LEVEL Scheduling – to provide amount ofproduction so that a constant workforce can beemployed to handle the demand day after day,and week after week
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8. Supply chain management
@ chain of business that supplypharmacies with necessary
inputs@ build relationship and
agreements with othercompanies
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9.Inventory management
@ largest expense that a pharmacyhas
@ too much inventory is seen asmoney sitting on the shelf
@ too little causes inefficiency inthe system
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10. Maintenance Strategy
INEFFICIENT PRODUCTIONOF
GOODSSERVICES
P
ROFIT
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Ensuring Quality in PharmacyOperations
Quality of Care “ is the degree towhich health services for individuals
and populations increase thelikelihood of desired healthoutcomes and care consistent withcurrent professional knowledge”
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Quality in Pharmacy Practice
1.Represent degree of excellence
2.Increases the probability of positive outcomes
3.Decreases the probability of negative
outcomes4.Corresponds with current medical knowledge
5.Offers the patient what he wants
6.Provides the patients with what he needs
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How is Quality Measured
1.Structure = refers to the rawmaterials needed for production
2.Process = method and procedure used
3.Outcomes = end result
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Different Ways to LookOutcomes
ECHO Model
3 Basic Types of Outcomes
a. Economical Outcomes
b. Clinical Outcomes
c. Humanistic outcomes
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A.Economical Outcomes
@ include direct costs andconsequences
@ include indirect cost andconsequences
@ both medical and nonmedical
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B.Clinical Outcomes
@ include morbidity andmortality, event rates, andsymptoms resolution
C. Humanistic Outcomes
@ measures of the “human”
aspects of care - HRQoL
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Methods for Ensuring Quality
in Pharmacy Practice1.Quality Assurance (QA)
“The systemic monitoring andevaluation of the various aspect ofa project, service, or facility toensure that standards of qualityare being met”
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Methods for Ensuring Qualityin Pharmacy Practice
2. Quality Control (QC)
“ an aggregate of activitiesdesigned to ensure adequatequality ”
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Methods for Ensuring Qualityin Pharmacy Practice
3.Continuous QualityImprovement (CQI)
“ a philosophy of continualimprovement of the processesassociated with providing a good
or service that meets or exceedscustomer expectations ”
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2 Important Ideas that
Trascend QA and QC1.CQI represents total systemperspective concerning quality (all
works are interconnected)2.CQI demands that the qualityimprovement process is continuous
(never ending)