Integrating immunization-trained pharmacy technicians into pharmacy workflow: A qualitative analysis of best...

To meet increasing patient vaccine needs in community pharmacies, immunization-trained regulated pharmacy technicians (RPhTs) practicing to their full scope within the vaccination workflow has emerged as a key improvement that can relieve competing demands on the pharmacist. Given this potential, it is important to identify vaccine service delivery models that incorporate RPhTs in an efficient and effective manner.

This research describes self-identified best practices for optimal vaccination workflow and the subsequent impact on pharmacy workflow, professional motivations, and patient care outcomes among community pharmacies who have implemented RPhT vaccination.

Ten RPhT-pharmacist pairs that worked together completed individual semi structured interviews. Qualitative data were categorized using inductive thematic analysis to identify themes related to the RPhT's role in the vaccination workflow, important workflow influences, and associated impacts.

Two vaccination workflow models were identified: (1) The "High-Efficiency Model," characterized by pharmacy assistants completing patient intake, managing patient flow, and monitoring while the RPhT administered vaccines during high-volume periods; and (2) The "Flex-and-Protect Model," where the RPhT conducted intake, administered vaccines, and supported the dispensary between vaccinations, which was used during periods of lower vaccine volume, a busy dispensary, or staff shortages to protect dispensary resources. The clinical role of the pharmacist in the vaccination workflow was consistent in both models. Integrating an RPhT injector improved pharmacist availability for clinical services, enabled better workload distribution, and reduced dispensary interruptions and errors. Increasing injector availability with RPhTs was a key strategy to improving patient access, decreasing wait times, and increasing recognition of RPhT contributions to patient care among both patients and pharmacists.

Two workflow models were identified that optimized use of pharmacy staff skills and managed patient volume while considering dispensary needs and staffing. Future research should quantify impacts on workflow efficiency, wait times, medication errors, and pharmacist clinical care.