title: [Process management in the hospital pharmacy for the improvement of the patient safety].
abstract: OBJECTIVE
  To define a process management model for a hospital pharmacy in order to measure, analyse and make continuous improvements in patient safety and healthcare quality.
  
  
  METHODS
  In order to implement process management, Igualada Hospital was divided into different processes, one of which was the Hospital Pharmacy. A multidisciplinary management team was given responsibility for each process. For each sub-process one person was identified to be responsible, and a working group was formed under his/her leadership. With the help of each working group, a risk analysis using failure modes and effects analysis (FMEA) was performed, and the corresponding improvement actions were implemented. Sub-process indicators were also identified, and different process management mechanisms were introduced.
  
  
  RESULTS
  The first risk analysis with FMEA produced more than thirty preventive actions to improve patient safety. Later, the weekly analysis of errors, as well as the monthly analysis of key process indicators, permitted us to monitor process results and, as each sub-process manager participated in these meetings, also to assume accountability and responsibility, thus consolidating the culture of excellence.
  
  
  CONCLUSIONS
  The introduction of different process management mechanisms, with the participation of people responsible for each sub-process, introduces a participative management tool for the continuous improvement of patient safety and healthcare quality.
authors.affiliation: Departamento de Operaciones e Innovación, Escuela Superior de Administración y Dirección de Empresas, Barcelona, España. rajaram@certificadoiso9001.com
authors.forename: R
authors.initials: R
authors.lastname: Govindarajan
authors.forename: A
authors.initials: A
authors.lastname: Perelló-Juncá
authors.forename: R M
authors.initials: RM
authors.lastname: Parès-Marimòn
authors.forename: J
authors.initials: J
authors.lastname: Serrais-Benavente
authors.forename: D
authors.initials: D
authors.lastname: Ferrandez-Martí
authors.forename: R
authors.initials: R
authors.lastname: Sala-Robinat
authors.forename: A
authors.initials: A
authors.lastname: Camacho-Calvente
authors.forename: C
authors.initials: C
authors.lastname: Campabanal-Prats
authors.forename: I
authors.initials: I
authors.lastname: Solà-Anderiu
authors.forename: S
authors.initials: S
authors.lastname: Sanchez-Caparrós
authors.forename: J
authors.initials: J
authors.lastname: Gonzalez-Estrada
authors.forename: P
authors.initials: P
authors.lastname: Martinez-Olalla
authors.forename: J
authors.initials: J
authors.lastname: Colomer-Palomo
authors.forename: R
authors.initials: R
authors.lastname: Perez-Mañosas
authors.forename: D
authors.initials: D
authors.lastname: Rodríguez-Gallego
mesh_terms: D006801:Humans; D061214:Patient Safety; D010607:Pharmacy Service, Hospital / Q000592:standards; D011787:Quality of Health Care; D017751:Safety Management