A HUMAN-centred design in pharmacy will help unravel the tech integration challenges that many businesses face, according to pharmacist Marta Stybowski, Director of Fusion Health Space.
At PSA 2024 this week, Stybowski will share her strategies on how technology can effectively be used to improve workflow within community pharmacies.
Speaking to Pharmacy Daily, Stybowski (pictured) highlighted the overwhelming technologies available, and the common issue of systems not being well-interlinked.
This often results in pharmacists juggling multiple platforms, leading to inefficiencies and frustration.
"Pharmacy computers have 20 tabs open checking a range of different things, and I think that makes it quite challenging," she said.
The importance of fully understanding and utilising existing software before seeking new solutions can't be under emphasised, she added.
"Many pharmacy staff struggle to dedicate time for thorough training due to their demanding schedules, which leads to under utilisation of software capabilities," she added.
Stybowski pointed out the tendency of some to continuously add new systems, creating a tangled web of technology that complicates workflows.
One major challenge is the disparity between those who choose the technology and those who use it.
For instance, pharmacy owners may implement systems without fully considering the practicalities for on-ground staff.
"This disconnect can hinder the effectiveness of the technology," she commented.
Stybowski stressed the critical role of in-store customer and patient experience as key to driving the success of any pharmacy.
She noted that regardless of the industry, enhancing customer experience is paramount.
Stybowski used the example of a pharmacy redesign project she was involved in, which focused on improving the patient experience through better interaction spaces and workflow optimisation, which increased business success.
She outlined key takeaways for optimising pharmacy workflows, which include breaking down complex environments into simpler workflows, automating non-value tasks, and redesigning processes with the patient experience as a priority, freeing up staff to focus on patient care.
"Efficient workflows and well-implemented systems not only improve operational efficiency, but also ensure that patients receive better service, ultimately contributing to the pharmacy's success," Stybowski said. JG
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