Comparison of processes and outcomes involved between electronic and manual prescriptions at the Out-patient Pharmacy in University Malaya Medical Centre

Year after year, there has been a landslide increase in the usage of electronic prescriptions by prescribers. However, in University Malaya Medical Centre (UMMC), though electronic prescriptions have been introduced, most prescribers are still using manual prescription as only a few clinics in UMMC use electronic prescription. The aim of this study is to re-evaluate the quality of service of pharmacy staffs in dispensing both types of prescription. It is essential to re-evaluate both electronic and manual prescriptions as majority of the patients use manual prescriptions. The objectives of this research is to identify patients' and pharmacy personnel preferences on both types of prescriptions and to identify the level of satisfaction of electronic and manual prescriptions in different aspects. A survey was conducted on 351 patients and 50 staffs. Patients and staffs were interviewed to get opinion from both sides. The questions included are demographic, preference, satisfaction levels, and suggestions to improve the service. Data are analysed and charts are generated using SPSS version 16.0. Suggestions were collected and discussed. Based on the results of this research, it is observed that the majority of respondents prefer electronic prescriptions. Even in rating the satisfaction levels in electronic and manual prescriptions, it is observed that electronic prescriptions are more satisfying than manual prescriptions. This research will help to improve service provided and help to achieve the Key Performance Indicator (KPI) of UMMC that is to be able to dispense medication to 75% of the patients within 30 minutes.