Metodología para la gestión de riesgos en el servicio farmacéutico de una institución prestadora de servicios de salud

Abstract

A large part of the health service providers in Colombia have devoted the development of their methodological tools for risk management, to the development of procedures to improve the safety and protection of patients during the care and dispensing processes, based on in the prevention, detection and management of avoidable adverse events, which if they occur lead to the materialization of risks of various origins, such as legal, operational, financial and even reputational, among others (Puerto, 2011). An entity that provides health services (IPS) at the national level, dedicated to the specialized treatment of chronic, immunological, musculoskeletal, allergic and other diseases, which was created under the broadest quality standards that it has been incorporating since its foundation. in 1992, together with the best practices and methods to guarantee the comprehensive human care of its patients, one of the fundamental pillars of the organization. However, the prioritization of comprehensive care for users, and the adoption of methodological models focused exclusively on the provision of quality services for patients, as in many other IPS in the country, has neglected the need to structure and maintain the development of risk prevention methodological models based on critical processes essential for the operation of these organizations.

Indeed, reference is made to critical processes involved in the drug supply service and particularly in processes such as dispensing, storage, acquisition, or even pharmaceutical research, which also require effective methodological instruments so that from the beginning can guarantee comprehensive user care. In addition to the above, it has been shown that the development of methodological models for the prevention of risks in the supply of medicines, both in establishments dedicated to dispensing, and within health providers, is also very scarce or simply does not have an important development that integrally involves the critical processes of the organization. Against this background, the present investigation has been developed, which consists of the development of a methodological tool for risk management that allows standardizing the management of critical processes of the pharmaceutical service of health providers, and for the present case, taking as reference the services provided by the study organization. All this structured from the guidelines of the NTC ISO 9001 and NTC ISO 31000 standards. It is worth saying that the NTC ISO 9001 is a standard that contains the parameters for the provision of a quality service in any organization, which has been a reference source for the implementation of processes related to: the performance and comprehensive service to providers and users of an organization; compliance with the parameters of the patient safety program; the quality of the information provided when a pharmacotherapeutic consultation is carried out; the renewal of the corporate image by offering humanized attention; the satisfaction of all interested parties (patients, providers, clients, healthcare personnel, etc.) and in general with the strengthening of the competencies of all the organization's personnel, including management positions.

For its part, the NTC ISO 31000 standard has been a reference source for risk management related to the performance of internal processes and activities of the organization and the people who are part of it, within which innovation in the technologies, which for the present case are essential to optimize processes such as storage and dispensing of drugs; in the same way, the parameters of this standard allow to contribute to the achievements and objectives of the organization, giving space even for the awareness of users about the proper use of drugs. There is no doubt that the implementation of ISO standards (quality standards) generate added value to the organization, which allow it to be sustainable in the long term and in the same way give stability to its collaborators who are interested parties within the organization. functional gear of the organization, to such an extent that it is they who determine the ability to provide quality products and services that meet the needs of customers. To comply with the objectives of an organization in health services, it is necessary to have solid information bases for making the right decisions, which lead to a common benefit within these entities, for this reason it is important to implement a methodological tool and a guiding model that supports risk management within the pharmaceutical service that is responsible for the proper management of medications; however, the following question should be addressed: Why is it important to control risks in the pharmaceutical service?

The delivery or dispensing of medicines generates sixty (60%) of the income of this organization and the inadequate management of the inventory can cause considerable economic losses, in the same way, dispensing errors can lead to the occurrence of adverse health events of patients in circumstances that may be preventable if the processes within the pharmaceutical service are carried out appropriately and in compliance with established protocols. Each organization is unique and has different needs, for this reason it is essential to recognize the risks of the experiences lived with which it is possible to obtain a probability of occurrence with the impacts generated with the prospect of continuous improvement, complying with the needs and expectations of the interested parties and perceiving the organizational context with the goal of achieving greater effectiveness and competitiveness in all the activities carried out at each of the levels. Achieving recognition before the competition, acquiring a better position in the market and therefore generating value to the organization, for these reasons and many more, a method that guides the implementation of risk management is essential in an organization to help achieve your goals and the proper care of your customers.