A situation analysis of the outpatient dispensing service patterns among hospitals in Thailand

Abstract

This study aims to examine outpatient dispensing patterns in Thai hospitals, focusing on the current situation. The research explores the structures, processes, outputs, and environmental factors of alternative outpatient dispensing services. Surveys were conducted through phone interviews and in-depth interviews with pharmacy department heads using structured interviews with accurate content. Key findings from 197 participating hospitals revealed that 97.35% of interviewed hospitals offered at least one alternative outpatient dispensing service. The most popular method was home delivery (88.6%), followed by sub-district health promoting hospital medication pick-up service (45.1%), hospital refill service (44.7%), community pharmacy medication pick-up service (26.6%), and drive-thru service (9.8%). During the COVID-19 pandemic, 56.07% of patients utilized alternative services. Hospitals confirmed that these services addressed congestion, waiting time, and patient satisfaction, correlating with current online shopping behavior, COVID-19 outbreak, and policies from payers and professional organizations. Challenges included incomplete patient data, increased workload, limited space, and additional costs. Alternative service models require good IT infrastructure, efficient workflows, and extra budget. After COVID-19 pandemic, usage of alternative services decreased to 15.1% as patients preferred waiting at the hospital. Challenges with accessing and utilizing technology were reported. Administrators were confident in continuing alternative services, while staff perceived them as increased workload. In summary, Thai hospitals provided alternative outpatient dispensing services during COVID-19, with postal delivery being the most common. Usage decreased as the situation improved, but some hospitals continued based on available resources.