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Using Six Sigma to reduce medication errors in a home-delivery pharmacy service
Lon Castle1, Ellen Franzblau-Isaac, Jim Paulsen
1Medco Health Solutions, Franklin Lakes, New Jersey, USA.
Summary
Medco Health Solutions reduced medication errors in home delivery by 33-69% using Six Sigma. Continuous quality improvement is vital for medication safety in healthcare organizations.
Area of Science:
- Healthcare Management
- Pharmaceutical Sciences
- Quality Improvement
Background:
- Medco Health Solutions initiated a project to decrease medication errors within its extensive home-delivery pharmacy service.
- The service encompasses eight prescription-processing pharmacies, three dispensing pharmacies, and six call-center pharmacies.
Purpose of the Study:
- To implement the Six Sigma methodology for reducing process variation in medication dispensing.
- To enhance procedures for monitoring medication safety program effectiveness and performance goals.
Main Methods:
- A multidisciplinary team reviewed and optimized data collection and dispensing practices.
- Implemented enhanced sound-alike/look-alike (SALA) alert procedures and system upgrades for processing consistency.
Main Results:
- Significant reductions in external nonconformances: wrong-drug selection (33%), wrong directions (49%), and SALA errors (69%).
- Control charts confirmed sustained process improvements and a measurable decrease in specific medication error types.
Conclusions:
- A continuous quality improvement (CQI) process is essential for minimizing medication errors.
- This approach is critical for all healthcare organizations involved in medication services.