Measures of quality management

To achieve these goals, there are a variety of policies that affect the individual responsibilities in the pharmacy. In addition to advising customers, hygiene measures, the preparation of formulations or the testing and storage of starting materials used in the manufacture of medicines are affected.

Optimization of work processes

In general, a quality management program records all workflows in the pharmacy that can be optimized in this way. At the same time, knowledge is passed on to work more efficiently because every employee has access to the information. This avoids misunderstandings and optimizes the sequence of work steps.

This also has economic advantages: The elimination of unnecessary work steps frees up personnel resources that can be used meaningfully elsewhere, avoiding misunderstandings improves customer satisfaction - pharmacy customers benefit from this.

RPG with episodes

A special position in the quality management of pharmacies is taken by the "pseudo customer". With this pharmacy customer - who actually is not - the performance of the pharmacy staff is observed and assessed in the consultation on the basis of defined criteria. The pseudo-client pretends to be suffering from a symptom, needs a special medicine or wants to redeem a prescription. This role play follows an exactly given guideline.

After the consultation, the pseudo-client leaves the pharmacy and then documents the interview by means of a standardized questionnaire, which includes professional and communicative evaluation aspects. Immediately thereafter, a discussion takes place in the pharmacy with the counselor alone and then together with the pharmacy manager or the responsible pharmacist.

In this way, the pharmacy receives direct, constructive feedback, which at the same time includes individual coaching for the counselor and the pharmacy. The aim is to work together to develop concrete measures that can be used to improve the quality of advice.

In addition, the pharmacy receives a written feedback with the most important strengths and improvement potentials as well as the developed change measures. All measures of quality management ultimately serve to secure the services of the pharmacy at a high level.

Participation is voluntary

Participation in the certification is voluntary, the pharmacist also has a free choice among different qualification programs and providers. Once certified, the pharmacy may carry the certification mark for a period of three years. Then the certification has to be run again.

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