Medications deliver to patients’ front door: no boundaries for pharmaceutical care

Conventional medical consultations took a new direction during the epidemic. Designated clinics were set up for confirmed COVID-19 cases and have reshaped the traditional patient journey, when people were encouraged to stay home. That transformation is continuing as the Hospital Authority (HA) rolls out Medication Delivery Service this year to support patients receiving specialist outpatient clinic (SOPC) tele-consultations. Patients can arrange the Medication Delivery Service using the HA mobile app ‘HA Go’.

“Many patients are using tele-consultations now,” says Senior Pharmacist Dora Chan (pictured) who works in the Chief Pharmacist’s Office. “Our Medication Delivery Service further enhances the patient journey as patients no longer need to go back to public hospitals or clinics to collect their medications.”

Strict requirements to ensure safe delivery

The arrangement involves complex workflow and the project planning team must work closely with the service provider. “We have to ensure the delivery process meets the medication safety requirements and that we give the right medication to the right patient, including refrigerated medications,” Dora explains.

Some medications such as insulins have to be stored at 2°C to 8°C and remained in this temperature range during the delivery process from the pharmacy to the courier and to the patient finally. Service provider is required to provide appropriate equipment and tools to monitor the humidity and temperature of the medications throughout their journey.

The Medication Delivery Service will be extended to all SOPCs this year and will be available to patients who attend the clinics in person as well, so they do not need to wait at pharmacies.

Cluster will streamline the workflow

A pilot scheme for the service will be launched in the Hong Kong West Cluster and the Kowloon East Cluster in the second quarter. Kathy Mak, Kowloon East Clinical Service Coordinator (Pharmacy), said they are preparing for the rollout of this service in full swing and frontline staff are being trained in the new workflow and computer systems. They will engage doctors and nurses to promulgate the service and streamline the workflow to optimise patient experience. A pharmacy hotline is being set up to answer patients’ medication enquiries. In addition, internal arrangements are being made to assign sufficient space to store and pack the medications.

Kathy admitted the transformation is challenging but said dispensing medications for tele-consultation patients, medication counselling service for COVID-19 patients and the cooperation with a third party service provider during the epidemic was a valuable experience to prepare for the pilot service. The Medication Delivery Service is expected to encourage more patients to opt for tele-consultations, providing the opportunity to reach more patients efficiently.

“The past three years have taught us that pharmacy services should be adjusted according to the actual situation and patient needs,” Dora reflects. “With the advances in technology, we are now able to provide more people-centred services and be flexible to address patients’ needs without being constrained by environment or distance.”

HA is looking to establish pickup points at community pharmacies in cooperation with community partners and non-governmental organisations for greater patient convenience.

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