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Pharmacists believe drive-through windows contribute to delays, errors
Date:1/22/2008

on causing pharmacists and their staff to take extra steps (average agreement response of 3.7 on a 5-point scale); reducing efficiency (average response of 3.8); and causing delays in prescription processing (average response of 3.7). The respondents also attributed dispensing errors (average response of 3.2) and communication errors (average response of 3.3) to the presence of a drive-through window.

Szeinbach suggested the addition of a drive-through to a pharmacy has the potential to place unreasonable multitasking demands on professionals whose job includes counseling patients about medication use, not simply dispensing the drugs.

A pharmacist or staff member could be responsible for four or five tasks, and serving people at the drive-through window is just one of them, she said. Some people seeking the convenience of the drive-through window dont care about getting information. They just want the medication, and they want it as fast as possible. They should probably think about that and at least look at the medication and make sure its OK. And if they have questions, it may behoove them to come into the pharmacy.

The study also identified a potential remedy to this problem automated dispensing systems that count tablets or, in some high-volume practices, are linked to the pharmacy computer system so they can complete the entire dispensing process. Automated dispensing systems are typically used for medications that are in particularly high demand, such as antibiotics, blood pressure medications and painkillers.

We found that this type of automated dispensing definitely contributes to the positive side its less likely to cause dispensing errors or errors in communication, and can speed up the processing.

Pharmacists view the automation as efficient and foolproof, Szeinbach said.

She noted that an additional study comparing actual error rates at pharmacies with and without drive-through windows is needed t
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Contact: Sheryl L. Szeinbach
zbach@pharmacy.ohio-state.edu
614-688-4249
Ohio State University
Source:Eurekalert

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