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Improving the repeat prescribing process in a busy general practice. A study using continuous quality improvement

S Cox1, P Wilcock, J Young

  • 1Talbot Medical Centre, Bournemouth, Dorset, UK.

Quality in Health Care : QHC
|November 11, 1999
PubMed
Summary
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Improving repeat prescription processing times is crucial for patient care. Implementing continuous quality improvement (CQI) methods significantly reduced turnaround times and enhanced staff satisfaction.

Area of Science:

  • Healthcare Management
  • Process Improvement in Primary Care
  • Patient Service Delivery

Background:

  • A general practice serving 14,000 patients faced challenges with repeat prescription processing times.
  • Reception staff identified inefficiencies leading to delays in meeting the 48-hour target for prescription collection.

Purpose of the Study:

  • To enhance patient service by reducing reception staff time wasted on repeat prescription requests.
  • To achieve the 48-hour target for processing repeat prescription requests for patient collection.

Main Methods:

  • An interprofessional team utilized continuous quality improvement (CQI) methodology, including the Plan-Do-Study-Act cycle.
  • Strategies included coinciding repeat medications, prioritizing prescription signing, and relocating prescription printing to the reception desk.

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Main Results:

  • Prescription turnaround within 48 hours increased from 95% to 99%, with reduced variability and cost.
  • The proportion of prescriptions requiring medical record checks decreased from 18% to 8.6%, saving significant staff time.
  • Staff satisfaction with the revised process greatly increased.

Conclusions:

  • A combination of audit and improvement methodology effectively enhances practice processes.
  • Interventions yielded measurable, sustainable improvements and provided valuable learning experiences for the team.
  • Regular feedback to staff on CQI measures is vital for successful implementation.