Implementation of Specialized Pharmaceutical Care Hospital Outpatient Clinics in a Hospital Pharmacy Department.

OBJECTIVE To describe the organization of patient care into Specialized Pharmaceutical Care Hospital Outpatient Clinics in a Hospital Pharmacy Department, to evaluate their healthcare quality, and the quality  perceived by outpatients. METHOD A retrospective observational study in a High-Level Hospital Pharmacy Department during three periods (years 2010, 2013 and 2016); description of  the organization at the levels of structure, human resources, material resources  and working procedures; evaluation of healthcare quality through the analysis of  three variables in terms of procedure: prior appointment compliance, waiting  time and documentation of pharmaceutical care; evaluation of quality perceived  by outpatients through a satisfaction survey; comparative statistical analysis of  means (Student's t) and proportions (Pearson's chi square). RESULTS Fifteen (15) specialized outpatient clinics were opened and managed by 18 pharmacists; between the initial and final periods of the study (2010 vs. 2016), the compliance with previous appointments was of 61.3% vs. 88.8% (p <0001), waiting time was 27.6±12.1 vs. 12.1±5.4 minutes (p  <0.0001), documentation of pharmaceutical care in the clinical record was of  2.3% vs. 9.81% (p <0.0001), and the overall satisfaction perceived by the  patients was 6.63±2.36 vs. 9.16±1.27 (p <0.01). CONCLUSIONS The model of Specialized Pharmaceutical Care Hospital Outpatient  Clinics exposed, focused on the patient and with continuity of care, has improved the quality of care and the quality perceived by the patients and it´s in optimal conditions to investigate its contribution on health outcomes and on the health system through a better quality, safety and efficiency of pharmacotherapy.