Assessing and redesigning processes in the pharmacy to improve pharmaceutical care

Research has shown that patients can benefit greatly from better quality services for consults and advice at outpatient pharmacies. The aim of this study was to assess the current performance of the pharmacy and possibly redesign the processes to allow a reallocation of resources from non-value-creating procedures to value-creating services. By using existing data, the performance was evaluated and a simulation model was constructed. Proposed interventions were virtually implemented and evaluated with regards to performance indicators used in practice. We conclude that the efficiency of the pharmacy is hindered by inefficient processes and suggest ways to improve these. We evaluate proposed interventions and suggest possible a implementation.