Streamline of medication refill practice project - KAMC-RD
Aim
Provide rapid and easy access of medication refill for all patients in PHC and ambulatory care clinics across all MNGHA by September 2021.
Background
We have different modalities for medication refill across MNGHA. Patients are either walk-in in the pharmacy service, through the call center, or a web page on our website. There is a lot of patient dissatisfaction and complaints about the medication refill process.
The executive management requested to standardize the refill process across the MNGHA. The team was formulated by a quality & patient safety leader and multiple team members across MNGHA, including pharmacy leadership and IT leaders ( Riyadh, Jeddah, Al Ahsa, Dammam, and Al Madinah). We called it collaborative work to streamline medication refills.
Project progress:
Phase 1:
The team formulated to develop the aim of project , driver diagram , develop the measures of project and implementation in November 2020.
Phase 2:
The team develop standardize new workflow for medication refill through portal application ( MNGHA application) and through invoice recognition ( IVR)
(December 2020).
Phase 3:
Integration new workflow of portal application with our EHR( best care system) April 2021 Integration new workflow of IVR with best-care system in august 2021 Testing new workflow with best care for 2 months in all MNGHA Awareness for all patients of MNGHA through the media Implement the new practice across the MNGHA.