Effect of a central call center on employee perceptions of safety culture within community pharmacies in an academic health system

American Journal of Health-system Pharmacy : AJHP : Official Journal of the American Society of Health-System Pharmacists
Ashley BowdenKrystal Moorman

Abstract

This study evaluated employee perceptions of safety culture in 9 health-system-owned community pharmacies using a safety culture survey before and after implementation of a Pharmacy Services Call Center (PSCC) designed to reduce distractions through reduction of phone volume related to refills and prescription readiness. The Agency for Healthcare Research and Quality (AHRQ) Community Pharmacy Survey on Patient Safety Culture (CPSPSC) was used to collect employee safety culture perceptions pre-post PSCC implementation. A percent positive score (PPS) was calculated for each of 11 CPSPSC composite questions and for 1 overall rating of patient safety question based on AHRQ-suggested analytic procedures. Pre-post PSCC implementation, PPSs were compared using a chi-square test. Overall, the lowest composite PPS (Staffing, Work Pressure, and Pace) and the highest composite PPS (Patient Counseling) ranked the same in both survey periods. Of the nine PSCC pharmacies, statistically significant (p < 0.05) PPS improvements occurred in 4 composites including Teamwork (11.9%), Communication About Mistakes (18%), Staff Training and Skills (20.6%), and Staffing, Work Pressure, and Pace (11.8%). PSCC pharmacies also reported a 9.3% (NS) improve...Continue Reading

References

Feb 22, 2000·American Journal of Health-system Pharmacy : AJHP : Official Journal of the American Society of Health-System Pharmacists·E A FlynnL A Smith
Dec 4, 2009·Quality & Safety in Health Care·L LeapeUNKNOWN Lucian Leape Institute at the National Patient Safety Foundation
Jan 22, 2010·Infection Control and Hospital Epidemiology : the Official Journal of the Society of Hospital Epidemiologists of America·Vicki ErasmusEd F van Beeck
Sep 14, 2013·The Milbank Quarterly·Mark R Chassin, Jerod M Loeb
Apr 12, 2014·Journal of Patient Safety·Sheryl J HernerThomas Delate
Apr 4, 2018·American Journal of Health-system Pharmacy : AJHP : Official Journal of the American Society of Health-System Pharmacists·Matthew H RimNancy A Nickman
Jul 31, 2019·American Journal of Health-system Pharmacy : AJHP : Official Journal of the American Society of Health-System Pharmacists·Nancy A NickmanMatthew Rim

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