The impact of telecommuting on productivity in a pharmacy-led refill management program

This study evaluated the impact of telecommuting, initiated during the COVID-19 pandemic, on productivity in a pharmacy-led refill management program to determine whether this model should be sustained after the pandemic.

A prospective cohort study was conducted from April to June 2023, involving 7 pharmacists who alternated between remote and in-office work. Productivity was assessed by comparing the number of medication refill requests processed per day in these settings. Data on fulfilled requests and hours worked were collected from the electronic health record.

A total of 59,090 refill requests were processed during this study's timeframe. The average number of requests pharmacists handled per day while telecommuting was 89.2 (median, 77), compared to 75.5 (median, 94) in the office, representing an 18% increase in productivity (P < 0.0004). Although the total hours worked were similar between settings, pharmacists spent less time on tasks other than refills when telecommuting.

Telecommuting significantly enhances productivity in pharmacy refill management, allowing staff to process more requests in less time. Given the positive outcomes, this model could improve workforce flexibility and recruitment efforts in healthcare. Future research should examine employee satisfaction and explore additional factors influencing productivity to further refine telecommuting practices in pharmacy services.