[Optimising drug dispensation by pharmacy technicians: A quality approach].

In a context of continuity of quality improvement, we are committed to enhancing the care management and medication management of outpatients in the drug dispensation unit of our pharmacy. An audit was carried out to assess the training needs of pharmacy technicians (PTs). All drug dispensations done over a 9-week period by the units PTs were audited. Data collected were: PTs' presentation to the patient, duration of drug dispensation, notion of introduction or renewal, the tools used during retrocession, and the explanations given to the patient about her/his treatment. PT perceptions and patient satisfaction were evaluated on a Likert scale from 1 to 5 and on a scale from 1 to 4, respectively. One hundred drug dispensation were audited: 21 introductions and 79 renewals. Tools were used in 52% of introductions and 11% of renewals. Administration modalities were explained for all introductions but for only 57% of renewals, 47% of adverse events and 9.5% of storage methods. Tolerance was discussed in 34% of drug dispensations and compliance in 19%. The scores of PT perception and patient satisfaction were 4.4/5 and between 3/4 and 3.9/4 depending on the items, respectively. Several areas for improvement are highlighted in this survey. PTs' complementary should include communication with outpatients. This approach is an integral part of the ISO 9001 certification obtained in 2019 in our drug dispensation unit.

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