Implementation of a Specialty Pharmacy in an Ambulatory Care Setting in Saudi Arabia: Patient Experience and Operational Outcomes.

Abstract

Background: Specialty pharmacies require unique patient-centric care, emphasizing high-cost medications, complex treatment regimens, and medications requiring special handling.

Objective: We conducted this study to assess the effect of specialty pharmacies on patient and healthcare provider (HCP) satisfaction and pharmacy practice-related outcomes.

Methods: This prospective, concurrent, and historically controlled cohort study was performed in an ambulatory care setting for over 6 months and included six specialties: neurology, pediatrics, dermatology, gastroenterology, pediatric liver transplantation, and medical genetics. The workflow of the pharmacy was redesigned to serve the objective of specialized counseling and dispensing windows. Patients who visited selected clinics during the study period were included. The primary endpoint was the weighted scores for patient and HCP satisfaction obtained via a validated satisfaction survey. The secondary endpoints included pharmacy operation-related outcomes, such as wait time, pharmacist intervention, and patient adherence to specialty medications.

Results: Of the 3,827 patients approached for study participation, 3,620 were recruited (94.5%). Of the 175 HCPs approached, 161 were recruited. Patient satisfaction scores improved from 4.27 to 4.69 after intervention (P < 0.05). Although there was no significant change in pharmacists' satisfaction, a significant improvement in other healthcare provider satisfaction was observed (3.7-4; P = 0.008). The average wait time was reduced from 25 to 12 min (P < 0.05). The number of documented pharmacist interventions was 3 per 100 patients. Patient adherence improved from 73.6% to 85.6% based on the number of days covered (P = 0.03).

Conclusion: Implementing specialty pharmacies improved the overall satisfaction of patients and healthcare providers and enhanced work efficiency, as demonstrated by reduced pharmacy waiting time and patient adherence to specialty medications.