Service Design of Telepharmacy for Psoriasis Patients Treated with Methotrexate at Rajpracha Samasai Institute
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Abstract
Objectives: To develop a telepharmacy service system for psoriasis patients receiving methotrexate (MTX). Method: The research employed the service design concept and data on empathy map and persona of psoriasis patients using MTX from the study in previous phase, to create the draft version of visual data (patient journey map, Service Blueprint, P.O.I.N.T). The researchers and the pharmacist team then refined the visual data, followed by a round robin brainstorming session to gather feedback from multidisciplinary team. Subsequently, the study selected the ideas using the How-Now-Wow Matrix in collaboration with the interdisciplinary team for formulating a prototype service blueprint for telepharmacy services to be provided after patients receiving hospital care. Results: Through brainstorming sessions with an interdisciplinary team, 18 key ideas were generated, covering service system organization, personnel and patient management, data and medical records management, technology and infrastructure, and service quality development and enhancement. After selecting innovative and feasible ideas, the main components identified for service design included a clear service schedule, an appointment system for abnormal symptoms, patient selection criteria, registration in the Hospital Information System, data integration with the hospital’s software, service-supporting equipment, and a service documentation system. The pharmacy team incorporated these concepts to refine the service blueprint to accommodate all psoriasis patients receiving MTX. Conclusion: This research applied service design concepts to develop a service blueprint for telepharmacy services for psoriasis patients receiving MTX after hospital care. By integrating patient needs and provider feedback, the resulting blueprint ensures an appropriate system and process for the context. The service blueprint helps patients access pharmaceutical care more effectively. However, hospitals should continuously test and evaluate the service from both the patient’s perspective and system performance to improve the service and ensure a positive experience that aligns with future changes in context.
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ผลการวิจัยและความคิดเห็นที่ปรากฏในบทความถือเป็นความคิดเห็นและอยู่ในความรับผิดชอบของผู้นิพนธ์ มิใช่ความเห็นหรือความรับผิดชอบของกองบรรณาธิการ หรือคณะเภสัชศาสตร์ มหาวิทยาลัยสงขลานครินทร์ ทั้งนี้ไม่รวมความผิดพลาดอันเกิดจากการพิมพ์ บทความที่ได้รับการเผยแพร่โดยวารสารเภสัชกรรมไทยถือเป็นสิทธิ์ของวารสารฯ
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