C10 - Pharmacy quality indicators to improve patient care

Conference Hall A - Section A

Organised by FIP’s Hospital Pharmacy Section, in collaboration with the Community Pharmacy Section and the Social and Administrative Pharmacy Section


Ana Hincapie (University of Cincinnati, USA) and Silvana Leite (Universidade Federal de Santa Catarina, Brazil)


Quality indicators allow pharmacies and organisations to measure the services they provide. Traditionally, pharmacies have measured their services through workload measurements or management counts of an activity that is not necessarily known to affect outcomes for individual patients. Quality indicators differ from workload measurement because they are selected on the basis of a proven association with a positive patient outcome. Quality indicators are important for managers and leaders to ensure the services their pharmacy provides are delivered consistently and at a high level. In addition, quality indicators can be used to track an organisation’s progress toward achieving intended goals related to process inputs, process outputs or outcomes. Despite these benefits, quality indicators in pharmacy are generally not universally agreed upon and large variation exists in practice. This session will highlight current initiatives to develop quality indicators that can be used in a variety of pharmacy settings.


14:30 – 14:35 Introduction by the chair

  1. 14:35 – 15:00 Quality indicators for pharmaceutical care: What does the literature say?
    Kenji Fujita (The University of Sydney, Australia)
  2. 15:00 – 15:25 Quality indicators for clinical pharmacy services in hospitals: Modified Delphi approach
    Olavo Fernandes (University Health Network (UHN) and Leslie Dan Faculty of Pharmacy, University of Toronto, Canada)
  3. 15:25 – 15:50 Quality indicators for community pharmacies: A global survey
    Terri Warholak (The University of Arizona, USA)

15:50 – 16:10 Coffee/tea break

  1.  16:10 – 16:45 Quality indicators for pharmacies in developing countries
    Azmi Hassali (Universiti Sains Malaysia, Malaysia)
  2. 16:45 – 17:20   Fishbowl discussion with Q&A

17:20 – 17:25 Conclusion by the chair

17:25 – 17:30 Room refresh

Learning Objectives

Learning objectives

At the end of this session, participants will be able to:

  1. Identify quality indicators for pharmacy in both community and hospital settings
  2. Explain the value of quality indicators to workload measurements
  3. Describe quality indicators in their own pharmacy practice setting
  4. Identify evidence-based clinical pharmacy services through the use of quality indicators.

Type of session: Knowledge-based