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Table 2 Socio-technical model of community pharmacy work approaches

From: The socio-technical organisation of community pharmacies as a factor in the Electronic Prescription Service Release Two implementation: a qualitative study

Themes

Socially oriented

Improvising

Technically oriented

Resources

Spatial resource [1. Physical space; 2. Storage; 3. Assembling medicines space]

Adequate in two spatial resources or less

Adequate in two spatial resources or less

Adequate in two spatial resources or more

Support staff [ e.g. CA, collection & delivery drivers]

Dispenser is also a member of support staff

Dispenser is also a member of support staff

Designated support staff

Number of dispensing staff in relation to dispensing duties

One or multiple member of staff allocated to one dispensing duty at a time (e.g. walk-in)

One member of staff allocated up to three dispensing duties at a time (e.g. walk-in, cassettes, delivery prescriptions)

One member of staff allocated to one dispensing duty at a time (e.g. walk-in)

Organisation of work

Workload [Observed activities staff simultaneously engaged in at peak periods]

Walk-ins, Low levels of repeat prescription processing

Walk-insb, MURs, cassette fillings, batch repeat prescriptions (same day delivery), shelve restocking

Walk-ins, batch repeat prescriptions, cassette fillings, shelve restocking

Prioritisation [Simultaneous dispensing work undertaken by staff]

1 activity prioritised at a time

3 or more activities undertaken simultaneously by one staff

3 or more activities undertaken simultaneously by different staff

Dispensing procedures

Customised protocol

Unstructured protocol

Regimented Protocol

 

Work adapted to skills of people present

Protocols present but not adhered to

Work breaks down if protocol not strictly followed

Non dispensing activities

Moderate-High

High

Low–Moderate

Dispensing journey in minutes c

3–8

10–14

2–5

Occupational

Multi-tasking

Medium

High

Low–Medium

Number of items dispensed

Low–Moderate

Moderate-High

Moderate-High

 

Up to 150 per day

Over 150 per day

0ver 150 per day

Pharmacist autonomy

Medium-low

High

Medium–High

Technology

Technical support

Low

Medium to High

High

Key technological systems

Pharmacy Manager System (PMS)d

PMS

PMS

 

AND/OR

AND one of the following

AND one or more of following

 

Colour-basket system

Colour-basket system, Computerised Prescriber Order Entry (CPOE)

CPOE, Robot, Central computerised prescription managing hub (chain)

   

AND/OR

   

Colour-basket system

Examples of supporting technologies

Extra computer

Extra computer, colour-labels

Extra computer, remote technical support, technical calibrators, colour-labels

Workflow

Workflow

Adaptive

Unpredictable

Methodical

 

Depends more on social elements

Depends more on technical elements

  1. b Walk-ins contain acute prescriptions and repeat prescriptions delivered by the customer.
  2. c We use ‘dispensing journey’ to record when prescription is accepted by the pharmacy to when it is dispensed to the customer.
  3. d Software and associated hardware (e.g. label printer) used to manage dispensing.