scholarly journals Assessment of Canadian Hospital Pharmacists’ Job Satisfaction and Impact of Clinical Pharmacy Key Performance Indicators

2021 ◽  
Vol 74 (4) ◽  
Author(s):  
Mia Losier ◽  
Douglas Doucette ◽  
Olavo Fernandes ◽  
Sarah Mulrooney ◽  
Kent Toombs ◽  
...  
Keyword(s):  
Job Satisfaction ◽  
Focus Groups ◽  
Clinical Pharmacy ◽  
Performance Indicators ◽  
Key Performance Indicators ◽  
Canadian Hospital ◽  
Hospital Pharmacists ◽  
Electronic Survey ◽  
Satisfaction Professionnelle ◽  
Groupes De Discussion

Background: The clinical pharmacy key performance indicators (cpKPIs) are quantifiable measures of quality to advance clinical pharmacy practice and improve patient care. Although when delivered in combination they have been linked to important patient outcomes, no data are available relating to their impact on hospital pharmacists’ job satisfaction. Objectives: To determine the level of job satisfaction among Canadian hospital pharmacists and whether participation in cpKPI activities contributes to hospital pharmacists’ job satisfaction. Methods: A mixed-methods study was conducted. An electronic survey, consisting of 36 questions, was developed using a validated pharmacist job satisfaction tool and was then distributed nationally to hospital pharmacists between January 30 and March 14, 2019. Focus groups were conducted with pharmacists at Horizon Health Network in New Brunswick to further explore activities that contribute to their job satisfaction. Results: Overall, 284 pharmacists from 9 provinces completed the electronic survey. The mean job satisfaction score among hospital pharmacists was 3.93 (standard deviation 0.85) out of 5. Job satisfaction scores increased with increases in self-identified time spent performing cpKPI activities (r = 0.148, p = 0.014). Pharmacist satisfaction increased with time spent performing medication reconciliation on admission (β = 0.140, p = 0.032) and decreased with time spent identifying and resolving drug therapy problems (β = –0.153, p = 0.030). Three focus groups, comprising a total of 13 pharmacists, were conducted; during these sessions, some cpKPIs were highlighted favourably, although pharmacists described some ambivalence toward patient education. The importance of having an impact and receiving appreciation was highlighted. Conclusions: Canadian hospital pharmacists are generally satisfied with their jobs, and participation in cpKPI activities was found to be positively associated with hospital pharmacists’ job satisfaction. RÉSUMÉ Contexte : Les indicateurs clés de performance de la pharmacie clinique (ICPpc) sont des mesures quantifiables de la qualité qui permettent de faire avancer la pratique en pharmacie et d’améliorer les soins du patient. Bien qu’ils aient été associés à des résultats importants pour les patients lorsqu’ils sont utilisés conjointement, aucune donnée concernant leur impact sur la satisfaction professionnelle des pharmaciens d’hôpitaux n’est disponible. Objectifs : Déterminer le degré de satisfaction professionnelle des pharmaciens d’hôpitaux canadiens et noter si la participation aux activités liées aux ICPpc y contribue. Méthodes : Une étude à méthodologie mixte a été menée. À l’aide d’un outil validé mesurant la satisfaction professionnelle du pharmacien, les investigateurs ont préparé une enquête électronique comprenant 36 questions, qui a été distribuée à l’échelle nationale aux pharmaciens d’hôpitaux entre le 30 janvier et le 14 mars 2019. Des groupes de travail comprenant des pharmaciens au Réseau de santé Horizon au Nouveau-Brunswick ont exploré plus en profondeur les activités qui contribuaient à leur satisfaction professionnelle. Résultats : Globalement, 284 pharmaciens de neuf provinces ont répondu à l’enquête électronique. Le score moyen de satisfaction des pharmaciens d’hôpitaux était de 3,93 (écart type 0,85) sur 5. Les scores relatifs à la satisfaction professionnelle augmentaient lorsque le temps passé à faire des activités liées aux ICPpc augmentait (r = 0,148, p = 0,014). La satisfaction du pharmacien augmentait quand il passait du temps à faire le bilan comparatif des médicaments au moment de l’admission (β = 0,140, p = 0,032) et diminuait quand il devait déterminer et résoudre des problèmes de pharmacothérapie (β = –0,153, p = 0,030). Trois groupes de discussion comprenant 13 pharmaciens au total se sont penchés sur la question. Pendant leurs séances, ils ont mis en valeur certains ICPpc, bien que les pharmaciens aient décrit des ambivalences concernant les instructions données au patient. Ils ont aussi souligné l’importance d’avoir un effet positif et d’être apprécié. Conclusions : Les pharmaciens d’hôpitaux canadiens sont généralement satisfaits de leur travail et la participation à des activités liées aux ICPpc est associée à leur satisfaction professionnelle.

Development of Clinical Pharmacy Key Performance Indicators for Hospital Pharmacists Using a Modified Delphi Approach

2015 ◽  
Vol 49 (6) ◽  
pp. 656-669 ◽  
Author(s):  
Olavo Fernandes ◽  
Sean K. Gorman ◽  
Richard S. Slavik ◽  
William M. Semchuk ◽  
Steve Shalansky ◽  
...  
Keyword(s):  
Clinical Pharmacy ◽  
Performance Indicators ◽  
Key Performance Indicators ◽  
Hospital Pharmacists ◽  
Modified Delphi ◽  
Delphi Approach

How to Ensure an Ideal Omnichannel Client Experience With Key Performance Indicators

2021 ◽  
pp. 83-113
Author(s):  
Anne-Flore Maman Larraufie ◽  
Lucile Arsov Gouriou ◽  
Cécilia Goutran
Keyword(s):  
Qualitative Study ◽  
Focus Groups ◽  
Quantitative Study ◽  
Performance Indicators ◽  
Online Survey ◽  
Key Performance Indicators ◽  
Retail Industry ◽  
Luxury Goods ◽  
Client Experience ◽  
Deep Focus

By 2025, electronic sales (e-sales) of luxury goods are expected to triple, reaching about €74 billion and standing for one-fifth of total luxury sales. This mix of online and offline client journeys increases the number of digital points and touchpoints. Thus, the journey of the omnichannel client is worth a deep focus. The omnichannel client experience (CX) requires key performance indicators (KPIs) to assess and understand disruption, enhance the experience, and present the “wow” factor. To get fresh insights on CX in luxury/digital retail, a qualitative study (with focus groups) on the omnichannel luxury client journey was conducted to identify specific pain points and KPIs. Results from an online survey quantitative study on poorly or uncovered omnichannel KPIs are disclosed. Ultimately, an overall list of relevant KPIs for CX in the luxury omnichannel retail industry is provided as a guideline for managers.

How to Improve Clinical Pharmacy Practice Using Key Performance Indicators

2020 ◽  
Vol 2 (1) ◽  
Author(s):  
Nagwa Ibrahim
Keyword(s):  
Clinical Pharmacy ◽  
Performance Indicators ◽  
Clinical Care ◽  
Pharmacy Practice ◽  
Quantitative Measure ◽  
Key Performance Indicators ◽  
Evidence Based ◽  
Valuable Insight ◽  
Clinical Services ◽  
Great Opportunity

Key performance indicators (KPIs) are measurable tools to keep track of progress on a specific performance objective of an institution. By selecting the proper KPI, we can identify the area of improvement in structure, process and outcome. KPIs should be SMART (Specific, Measurable, Attainable, Relevant, and Time bound). In addition, KPIs should be easy to understand, evidence based, reliable, acceptable and feasible. Clinical pharmacy key performance indicator (cp KPI) is a standard quantitative measure of progress for a specific clinical activity performed by clinical pharmacist. These cp KPIs serve as objective indicators to measure the efficiency of delivery of evidence-based patient care. The clinical services provided might be upon patient admission, during admission and at discharge in addition to outpatient services. Medication reconciliation at admission, pharmaceutical care plan and patient counseling at discharge are examples for process KPI for clinical services provided by pharmacist, while rate of adverse drug reaction and patient re admission are examples for outcome KPI. In conclusion application of cp KPI and quality metric is a great opportunity to give the general public a valuable insight into the contributions of clinical pharmacists to improve the overall quality of clinical care. This could help the profession demonstrate how pharmacy knowledge and skills are used to deliver patient outcomes rather than the supply of medicines. Selecting the suitable cp KPI will help us improve clinical pharmacy services and patient outcome.

scholarly journals Analysis of Real-World Experiences with the Ontario MedsCheck Program

2019 ◽  
Vol 72 (4) ◽  
Author(s):  
Ashley Graham ◽  
William Bartle ◽  
Patti Madorin ◽  
Vincent Teo ◽  
Artemis Diamantouros
Keyword(s):  
Focus Groups ◽  
Prospective Cohort ◽  
Retrospective Cohort ◽  
Community Pharmacists ◽  
Health Sciences ◽  
Pharmacy Staff ◽  
Hospital Pharmacists ◽  
Sunnybrook Health ◽  
Pharmacy Technicians ◽  
Groupes De Discussion

ABSTRACTBackground: The Ontario MedsCheck program was introduced in April 2007, with enhancements to strengthen the program made in October 2016. Previous literature has characterized patients who received the service before the enhancements and described the experiences of community pharmacists and physicians, but the experiences of participants in the enhanced MedsCheck program and those of hospital pharmacists and pharmacy technicians have not been explored.Objectives: This study was designed to describe and compare the demographic and clinical characteristics of patients admitted to Sunnybrook Health Sciences Centre (SHSC) who had received a MedsCheck before and after the program enhancements of 2016. The study also aimed to describe the experiences of patients, hospital pharmacists, and pharmacy technicians with the MedsCheck program.Methods: Chart reviews were completed to identify and characterize patients who had received a MedsCheck and were admitted to SHSC between March and May 2016 (retrospective cohort) and between March and May 2017 (prospective cohort). Patients were interviewed and focus groups were conducted with pharmacy staff to explore their experiences with the MedsCheck program. Results: MedsChecks had been performed for 321 (14.5%) of 2216 patients in the retrospective cohort and 172 (6.8%) of 2547 patients in the prospective cohort, an absolute decline of 7.7% after the 2016 enhancements. Patient characteristics were similar between the 2 cohorts. Patients’ experiences were varied, but because of low enrolment in the interview process (n = 3), it was difficult to identify and summarize common themes. The analysis of focus groups involving pharmacy staff (n = 27 participants) revealed that the benefits of MedsChecks depended on quality and access, and also identified common barriers and oppor -tunities for future enhancements. Conclusions: Patient interviews revealed the features of the program that patients valued. Pharmacy staff identified several benefits and barriers encountered when using MedsChecks. These findings can guide clinicians in optimal application of the current MedsCheck program and can inform subsequent program revisions.RÉSUMÉContexte : En avril 2007, l’Ontario a introduit le programme MedsCheck assorti d’améliorations visant à renforcer le programme élaboré en octobre 2016. La documentation antérieure décrivait l’expérience des patients rece-vant le service ainsi que celle des pharmaciens et des médecins communau-taires avant les améliorations, mais les expériences des participants au programme MedsCheck amélioré ainsi que celles des techniciens en pharmacie et des pharmaciens d’hôpitaux n’avaient toutefois pas été étudiées.Objectifs : Cette étude a été conçue pour décrire et comparer les caractéristiques démographiques et cliniques des patients admis au Sunnybrook Health Sciences Centre (SHSC) qui ont reçu un MedsCheck avant et après les améliorations apportées au programme de 2016. L’étude vise également à décrire les expériences qu’ont faites les patients, les pharmaciens d’hôpitaux et les techniciens en pharmacie avec le programme MedsCheck amélioré.Méthodes : Des examens de graphiques ont permis d’identifier et de caractériser les patients admis au SHSC entre mars et mai 2016 (cohorte rétrospective) et entre mars et mai 2017 (cohorte prospective), ayant reçu un MedsCheck. Les patients ont été interrogés et des groupes de discussion avec le personnel de pharmacie ont été organisés pour étudier les expériences qu’ils ont faites avec le programme MedsCheck. Résultats : Des MedsChecks ont été effectués auprès de 321 patients (14,5 %) sur les 2216 dans la cohorte rétrospective, et de 172 patients (6,8 %) sur les 2547 dans la cohorte prospective : une diminution de 7,7 % après les améliorations apportées en 2016. Les caractéristiques des patients étaient similaires dans les deux cohortes. Les expériences des patients étaient variées, mais la faible inscription au processus d’entretien (n = 3) n’a pas permis de déterminer et de résumer les thèmes communs. L’analyse des groupes de discussion comprenant des membres du personnel de pharmacie (n = 27 participants) a révélé que les avantages du programme MedsChecks dépendaient de la qualité de l’information fournie par le programme et de l’accès à cette information, et elle a aussi permis de cibler les obstacles courants et des possibilités d’améliorations futures.Conclusions : Les entretiens avec les patients ont révélé les caractéristiques du programme que les patients appréciaient. Le personnel de pharmacie a relevé plusieurs avantages et quelques obstacles liés à l’utilisation du programme MedsChecks. Ces résultats peuvent faciliter l’application optimale du programme MedsCheck actuel par les cliniciens et orienter les révisions ultérieures.

scholarly journals Pharmacists' Perceptions of the Barriers and Facilitators to the Implementation of Clinical Pharmacy Key Performance Indicators

PLoS ONE ◽  
2016 ◽  
Vol 11 (4) ◽  
pp. e0152903 ◽  
Author(s):  
Laura V Minard ◽  
Heidi Deal ◽  
Megan E Harrison ◽  
Kent Toombs ◽  
Heather Neville ◽  
...  
Keyword(s):  
Clinical Pharmacy ◽  
Performance Indicators ◽  
Key Performance Indicators ◽  
Barriers And Facilitators

Relationship between hospital pharmacists’ job satisfaction and involvement in clinical activities

1996 ◽  
Vol 53 (3) ◽  
pp. 281-284 ◽  
Author(s):  
David S. Olson ◽  
Kenneth A. Lawson
Keyword(s):  
Job Satisfaction ◽  
Clinical Pharmacy ◽  
Positive Association ◽  
Clinical Activity ◽  
Pharmacy Services ◽  
Full Time ◽  
Hospital Pharmacists ◽  
Management Company ◽  
Clinical Pharmacy Services ◽  
Pharmacy Management

Abstract Job satisfaction among hospital pharmacists employed by a national hospital pharmacy management company was measured by using a mail questionnaire. A previously validated survey that measured pharmacists’ job satisfaction was adapted for use in this study. Additional questions determined the pharmacist’s clinical pharmacy training and participation in clinical pharmacy services. Questionnaires were mailed to all full-time hospital pharmacists employed by the pharmacy management company. Of the 606 mailed, deliverable questionnaires, 354 usable responses were returned, for a response rate of 58.4%. The respondent hospital pharmacists’ level of job satisfaction showed a positive association with clinical pharmacy involvement. Of the nine items in the questionnaire that measured the pharmacists’ involvement in clinical pharmacy services, seven items showed a positive relationship between involvement in that clinical activity and job satisfaction. Mean job satisfaction increased as the percentage of time spent performing clinical pharmacy activities increased. Job satisfaction decreased as time spent performing distributive functions increased. The percentage of time hospital pharmacists were engaged in clinical activities was significantly associated with job satisfaction.

Quantifying Clinical Pharmacist Activities in a Tertiary Care Hospital Using Key Performance Indicators

2020 ◽  
pp. 001857871989707
Author(s):  
Abdulrazaq S. Al-Jazairi ◽  
Adel O. Alnakhli
Keyword(s):  
Patient Care ◽  
Clinical Pharmacy ◽  
Clinical Pharmacist ◽  
Performance Indicators ◽  
Tertiary Care Hospital ◽  
Statistical Significance ◽  
Tertiary Care ◽  
Key Performance Indicators ◽  
Care Hospital ◽  
Clinical Pharmacists

Background: Key performance indicators (KPIs) are a set of measures used to help an organization in assessing and achieving goals critical to success. The aim of this study was to quantify the clinical pharmacists’ contribution to patient care in a tertiary care hospital using predefined clinical pharmacy KPIs. Method: This study was a prospective, observational study conducted by the Pharmaceutical Care Division of a tertiary care hospital. Clinical pharmacy KPIs were submitted by each clinical pharmacist on a monthly basis for 12 months during 2017. All clinical pharmacists up to the managerial level were included in the study. Data were analyzed, stratified, and correlated using Microsoft Excel, JMP statistical software, and Spearman correlation. The study was approved by the hospital’s Office of Research Affairs, RAC number 2171-080. Results: A total of 42 clinical pharmacists reviewed 104 728 patient encounters. They performed an adjusted average of 1221 interventions with an acceptance rate of 91.5%, 273 medication reconciliations, 325 discharge consultations, 332 pharmacokinetic consultations, 700 total parenteral nutrition consultations and follow-ups, and 12 688 electronic order verifications per clinical pharmacist per year. These interventions collectively resulted in a cost saving of $316 087.65 per clinical pharmacist per year. Statistical significance with positive correlation was noted for a number of precepted residents/students and clinical pharmacists’ experience ( R = 0.382, P = .013) and board certification ( R = 0.428, P = .0047). Conclusion: Clinical pharmacy KPIs were able to quantify the clinical pharmacists’ contributions to patient care and cost savings, which may lead to improve, standardize, and benchmark clinical pharmacy activities in the region.

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