LAUSR

Background In 2015, the drive-through pharmacy was first introduced in Queen Elizabeth Hospital (QEH), Malaysia as one of the pharmacy value-added services. Therefore, it is imperative to review the service for further amelioration to fulfil patients’ needs and expectations. Objective The aim of this study is to evaluate the drive-through pharmacy service in Queen Elizabeth Hospital, Malaysia. Methods A cross-sectional observational study was conducted from July to December 2018. The questionnaire was developed and underwent thorough validation process which yielded a Cronbach’s alpha reliability score of 0.9130. Satisfaction was calculated by mean percentage score (0% (dissatisfied) to 100% (satisfied). All data were analysed descriptively and thematic analysis was used in analysing open-ended question. Results Compliance in obtaining medication was at 96.3% with a given two-week grace collection period. Insufficient quantity of medications (33.3%) was the highest near-missed medication errors occurred at the drive-through pharmacy. The mean satisfaction percentage score for all patients were 76.6% ± 8.1. A total of 69.2% ( n  = 83) were “very satisfied” while 30.8% ( n  = 37) were “satisfied” with the service. Among the reasons for satisfaction are convenience in getting medication refills ( n  = 74, 62%), short waiting time ( n  = 75, 63%) and knowledgeable dispensers ( n  = 87, 73%). A handful of patients were “dissatisfied” with the opening hours ( n  = 14, 11.7%) and the location of the drive-through pharmacy service ( n  = 19, 15.8%). Conclusion Compliance in medication collection is acceptable within stipulated grace period. Despite low occurrence, identification of near-missed medication errors provides useful insights for future improvement of the service. Generally, our patients are satisfied with the service. However, we need to re-evaluate on the opening hours and location of the service.