Process mapping methodology at a hospital pharmacy: management and quality improvement tool
Abstract
Objectives: Describe the steps and activities involved on the mapping processes performed in Hospital Pharmacy Unit, based in the established by national regulations in the area, as strategy for management and quality improvement.
Methods: This is a descriptive study, with components of action research (problem definition, planning and development of action, evaluate the results). The study used the Joint Application Design technique, the Business Process Manegement model and BizAgi Process Modeler® tool for analysis and mapping of processes performed in the management of pharmaceutical care (with Brazilian concept) in this quaternary hospital of the Health’s Secretary of the Distrito Federal. The research was conducted between March 2014 and June 2015.
Results: There were identified five processes in drug management (with their sub-processes and activities): programming, drug storage, stores management, distribution and dispensing. As well, In clinical patient management were mapped four processes: drug conciliation, dispensing, pharmaceutical care and hospital discharge patient orientation.
Conclusions: The work process management has an innovative approach, which proposes changes in a participatory manner and adds value to the activities of the institution. The interface built by the Pharmacy with other hospital units and the participation of all employees of the Unit in the mapping process ensured the feasibility of this work. The quality improvement in the performance of Pharmacy duties may contribute to the effectiveness of the Hospital at the Health Care Network on the Distrito Federal.
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