This document discusses general operations management for a pharmacy. It covers key topics like transformation processes, efficiency, offerings, quality management, location, layout, human resources, scheduling, and supply chain management. Efficient operations can increase profitability by reducing costs. Quality is important and is measured differently for goods versus services. Location, layout, and human resources all impact operations. Scheduling must account for licensing requirements and demand fluctuations. Supply chain management of inputs is critical for filling prescriptions.
This document discusses general operations management for a pharmacy. It covers key topics like transformation processes, efficiency, offerings, quality management, location, layout, human resources, scheduling, and supply chain management. Efficient operations can increase profitability by reducing costs. Quality is important and is measured differently for goods versus services. Location, layout, and human resources all impact operations. Scheduling must account for licensing requirements and demand fluctuations. Supply chain management of inputs is critical for filling prescriptions.
This document discusses general operations management for a pharmacy. It covers key topics like transformation processes, efficiency, offerings, quality management, location, layout, human resources, scheduling, and supply chain management. Efficient operations can increase profitability by reducing costs. Quality is important and is measured differently for goods versus services. Location, layout, and human resources all impact operations. Scheduling must account for licensing requirements and demand fluctuations. Supply chain management of inputs is critical for filling prescriptions.
This document discusses general operations management for a pharmacy. It covers key topics like transformation processes, efficiency, offerings, quality management, location, layout, human resources, scheduling, and supply chain management. Efficient operations can increase profitability by reducing costs. Quality is important and is measured differently for goods versus services. Location, layout, and human resources all impact operations. Scheduling must account for licensing requirements and demand fluctuations. Supply chain management of inputs is critical for filling prescriptions.
CHAPTER 5: GENERAL OPERATIONS Internal and external environment is
MANAGEMENT important to determine capabilities and
needs 2. Process Strategies Transformation- process of business using resources (input) to create goods and services order of steps influence efficiency and (output) that are offered quality and profitability Operations- process of creating goods and directly affects patients especially in services and transforming it into valued, profit- services generating goods and services Capacity- determined by resource that imposes greatest limitation on process Efficiency of operations will affect profitability as it Bottleneck- limiting process; must be costs money to develop goods or provide service. identified and eliminated to increase Offerings- goods and services capacity; decreasing quantity of good 1. Pure tangible goods created and number of services provided Shelving Flowchart- diagram of steps in creating goods or offering services; helps in Computers analyzing resources, improving the Prescription vials process, evaluate strengths and Software weaknesses Drugs 3. Managing Quality 2. Services- tasks performed by people Measuring quality will differ depending involved; may not help in choosing whether it is a good or a service resources for creation nor in maximizing Product- quality is based on objective efficiency; wholesaler's service, phone standards service, adjudicating service Service- quality is based on subjective 2.1 Customer Service- improve customer standards experience and overall sales; overhead Types of Cost: costs 3.1 Maintaining Quality 2.2 Product Service- add value to product 3.1.1 Prevention Cost- use of and enhance its sales; consumed after resources to prevent errors purchase 3.1.2 Appraisal Cost- use of resources 2.3 Service Products- independent of to inspect and audit to identify a tangible offerings and consumed drop in quality separately; 3.2 Associated with Poor Quality 3. Tangible good with accompanying 3.2.1 Internal failures- errors rectified service before consumers receive it 3.2.2 External failures- errors delivered 4. Hybrid to and identified by consumers; 5. Major service with accompanying goods more costly and timely from services Profit- the money left after deducting all costs 4. Location associated with creating goods and service sold Affects ease and efficiency of input Quality goods acquisition, transfer of output to consumers, Reasonable salary which outputs are chosen to be offered Superior computer system Must be conducive and appropriate to attract pharmacists and receive deliveries Goods and services offered by a business are Proximity to consumers and preference of predetermined by the decisions of owners and consumers affect sales not the category of business. Based on: Market factors influenced by location will influence operations 1. Opinions of customers 5. Layout 2. Mission of business (defines its reason for existence; delineates Layout inside the pharmacy must and what business do and communicate appropriate to goods and services and its unique advantages on products) operations 6. Human Resources Electricity- influences efficiency of ability to One of the most important resources perform activities in filling the prescription Goods and services are transformed through especially in: 1) determining amount of patient's personnel copay which is calculated during the adjudication Personnel efficiency and ability to interact process and, 2) determining prices of goods by affects efficiency of operations scanning the Universal Product Code (UPC) Type of people that are attracted to work, environmental factors affect operations 10 Decisions under Purview of OM: 7. Scheduling 1. Design of Goods and Services A licensed pharmacist must be present when In line with needs/wants of customers: prescriptions are filled require analysis and planning— result to Work schedules should be according to increased profitability preferences Medication Therapy Management (MTM) Graphing and Charting methods- determine allows optimum opportunity to design even demand for having prescriptions filled and compounded drugs for receiving disease-state management Planning is important for new products services Chase Strategy- chase demand by having personnel available to handle the demand when they predict the demand to be greatest Level Scheduling- provide level amount of lack a high enough quality of life to justify production so that a constant workforce can continuing extraordinary life-support systems be employed to handle the demand day after program that can use a set of given rules day to make decisions Forecasting- estimates demand; necessary consist of knowledge base and inference prerequisite for methods in operations; engine requires the use of information, ECG mathematical functions, statistical analyses Collect rules and knowledge human 8. Supply Chain Management experts employ in the knowledge base so Chain of businesses that supply the input— that diagnosing or selecting would occur relationships and agreements are important in a highly consistent and reliable manner Management of supply of inputs to create Hardware- encompasses computer equipment outputs; having an efficient supply of used to perform input, processing, and output prescription products is critical to the service activities of filling prescriptions 1. Visible H- things we can see Wholesalers- primary vendors that Software distribute prescription drugs; 1. Operation Systems- control operation of i. Electronic order submission devices ii. Next-day delivery service 2. Application Software- makes up all the iii. Private-label programs applications that users employ to actually do iv. Cooperative advertising work v. Special-handling services 2.1 DataBank- supplies knowledge bases for vi. Pharmacy computer systems integration inti healthcare applications vii. Pricing Pharmaceutical Care Software viii. Store planning 1. Point-of-Care Software- where a Distinguishing features of wholesalers: pharmacist provides pharmaceutical care to services provided, authorization status, a patient or when assisting a colleague in sales volume provision of care 9. Inventory Management 2. Clinical Pharmacy Software- integrated Largest expense with all other aspects of pharmacy to ensure Too much inventory=money sitting on that care can be coordinated fully shelf, prevents to pay for other resources Pharmacy Management Systems- Erreby, Too little inventory=causes inefficiency QS/1, PDX; primarily pharmacy distribution 10. Maintenance systems, add necessary screens and Maintenance must be provided to avoid resources to do work resource failure Point-of-Care Devices if resources are not functioning properly, Include notebook computers, desktops, this can create inefficiencies that decrease personal digital assistants (PDAs) profitability Contain patient-oriented drug informatjon affects satisfaction of patients and Integrate available data as a by-product of patronage of business rendering patient care into data warehouse and clinical data repositories which CHAPTER 6: MANAGING TECHNOLOGY AND populate decision-support applications and PHARMACY INFORMATION SYSTEMS reduce uncertainty during decision making Pharmacists need to understand both capabilities (collects demographics, diagnostic info, and limitations of technology. adverse drug reactions and allergies, lab Information- common denominator in all results, drug profiles) healthcare systems, disciplines, and specialties Personal Digital Assistants (PDA)- interface today with wireless networks which makes delivery of Technology- anything that replaces routine or the most up-to-date information when needed repetitive tasks that were previously performed by 1. ePocrates RxPro- comprehensive drug people information with alternative medicine and Automation- any technology, device or machine infectious diseases; includes region- that is linked to or controlled by a computer and specific formulary information to aid in used to actually do work that was previously done selecting appropriate product by humans 2. LexiComp Platinum- most clinically Transaction Processing- simplest level of data dependable; greatest breadth of processing; information; high quality monographs Management Information Systems- next level; can be printed and available through data processing groups transactions into Micromedex electronic package meaningful sets, allowing ability to identify trends 3. DrugDigest.org- evidence-based; for that predict the success of organization; consumers; comprehensive drug determine needs such as staffing hours, database: empowers consumers by inventory management, third-party providing non-biased information: drug- reimbursement drug comparison, side effect comparison, Decision support- occurs when computer drug-interaction checker functions to provide support while transactions are occurring drug utilization review- alert pharmacists to potential drug-related problems Artificial Intelligence/Expert Systems- highest level of data processing; guide caregivers through complex therapy decisions, determine when patients diagnosed with terminal condition The responsibility of fully realizing benefits remains an important key to success and should not be overlooked after selection of the appropriate systems. The addition of a new technology for an organization is an investment in time and money for long-term, should only be initiated until an organization considers the following: 1. Purpose must be clearly identified 2. Function up to expectations 3. Should be clearly advantageous for the org 4. Clear advantage in terms of cost and benefit and return on investment 5. Strategic plan and capital budget should be consulted 6. Must be realistic 7. Type and cost of support services the vendor has to offer 8. Cost of regular maintenance and how often 9. Training programs can help overcome barrier 10. flexible Due diligence- process where purchases assure themselves of benefits of technology and vendor's financial stability
Pharmacists are required by law to use
reasonable methods to ensure that protected health information remains confidential. Firewalls- combination of hardware and software; protect computer systems from undesirable access
If it isn’t documented, it didn’t happen
Documentation- necessary in any well-designed information system and therefore should promote efficient documentation
The director of pharmacy should consider the
products' vendors; good reputation and referrals are essential. Installation planning- suitable for organization’s needs yet realistic for vendor Vendor- responsible for system design; installation, education, training is done by organization
CHAPTER 7: ENSURING QUALITY IN
PHARMACY OPERATIONS Quality of Medical Care- evaluation of the performance of medical providers according to the degree to which the process of care increases the probability of outcomes desired by patients and reduces the probability of undesired outcomes (US Office of Technology Assessment) Degree to which health services increase the likelihood of desired health outcomes and are consistent with current professional knowledge Institute of Medicine Pharmacy quality is measured through: Structure- raw materials needed for production Process- method or procedure used Outcome- end result