Quiz

1. Identifying a workflow integration failure

A pharmacy delivers vaccinations and medication reviews alongside a high dispensing workload. On quiet days, services run smoothly. On busy days, however, consultations are delayed/cancelled, follow-ups are missed, and documentation is often incomplete by the end of the shift.

Which feature most clearly indicates that the workflow is not integrated?

1. Clinical services are prioritised after dispensing is completed
2. Service delivery depends on individual pharmacists “finding time” during the day
3. Demand fluctuates significantly between quiet and busy periods
4. The pharmacy offers both booked and walk-in services

2. Proactive vs reactive workflows

A pharmacy wants to reduce the number of MedsChecks that get postponed or abandoned on busy days.

Which approach best reflects a proactive workflow?

1. Offering MedsChecks whenever a suitable patient asks at the counter
2. Asking pharmacists to keep an eye out for eligible patients while dispensing
3. Reviewing eligibility in advance and booking MedsChecks into protected consultation times
4. Delivering MedsChecks only when the dispensary slows down

3. Delegation, escalation, and realistic workflow design

In a pharmacy with an integrated vaccination workflow, assistants manage bookings and intake using structured prompts in the dispensing system. During a peak period, an assistant identifies a patient eligible for vaccination but notes a documented previous adverse reaction. The pharmacist is currently in a booked consultation.

Which response best reflects a realistic and well-designed integrated workflow?

1. The assistant waits until the pharmacist finishes the consultation before taking any action
2. The assistant books the vaccination and relies on a verbal handover later in the day
3. The assistant records the issue in the agreed system, places the booking on hold, and flags it for pharmacist review at the next available clinical checkpoint
4. The assistant advises the patient to return another day when the pharmacist is less busy

4. Digital tools do not fix workflows on their own

A pharmacy introduces a new service platform to track eligibility, bookings, and follow-up. Several months later, staff report feeling busier than before, and follow-ups are still being missed.

What is the most likely reason the system has not improved workflow?

1. Staff are not confident using digital tools
2. The platform lacks advanced automation
3. The system was added without redesigning how work is done
4. The pharmacy offers too many different services

5. Patient flow and multidisciplinary care

A pharmacist notices that referrals to local GPs following medication reviews are not being completed, especially on busy days. Follow-up usually relies on someone remembering to do it later.

Which change would most effectively fix this issue?

1. Reminding pharmacists to complete referrals at the end of the day
2. Reducing the number of medication reviews offered
3. Embedding referral documentation and follow-up into the consultation workflow
4. Asking patients to follow up with the GP themselves