Quality Of Pharmacy Services Research Articles

Measuring patient perspectives on community pharmacy quality: psychometric evaluation of a brief survey.

BACKGROUND: Measuring patient perspectives of the quality of health care delivery is an essential component of building a patient-centered model of care, which has garnered increasing emphasis under value-based payment models. Although measurements of patient perspectives of physician practices are common, few validated measures are currently available to assess patient perspectives of pharmacy quality. OBJECTIVE: To assess the reliability and validity of a brief measure that assesses patient experiences with the quality of community pharmacy services, referred to as the "patient experience" measure. METHODS: This article focuses on the second phase of a 2-phase survey development study. In the second phase, a convenience sample of 400 adult patients with chronic health conditions completed the final 7-item version of the patient experience measure via an online survey. An exploratory factor analysis was performed to determine the number of factors underlying the patient experience measure. Internal consistency reliability was assessed with Cronbach's alpha, and construct validity was evaluated by examining relationships between the patient experience measure, a quality of pharmacy services item, and patient demographic variables. RESULTS: Eigenvalues and scree plots suggested a 1-factor solution, with this single factor explaining 64% of the variance in the patient experience measure. Cronbach's alpha indicated excellent reliability (α = 0.90). Individuals with more positive patient experience scores rated the quality of their pharmacies' services significantly higher (Pearson r = 0.73, P < 0.001). Mean patient experience scores for those who had gone to their pharmacies for 7-11 months (mean = 3.66) were significantly lower than for those who had been going to their pharmacies for 5 or more years (mean = 4.22). CONCLUSIONS: The patient experience measure demonstrated excellent reliability and was correlated with patient perceptions of pharmacy quality. The measure also differentiated between individuals based on the length of time they had been going to their pharmacies. The scale could be used to quickly assess patient experience with community pharmacy services. DISCLOSURES: This work was supported by the National Community Pharmacists Association Innovation Center through a grant from the Community Pharmacy Foundation. Farley reports an unrelated grant from AstraZeneca and fees from Takeda for expert testimony. The other authors have nothing to disclose. This work was presented as a virtual poster at the American Pharmacists Association (APhA) Annual Meeting & Exposition, March 2020, Washington, DC.

Evaluation of Physician and Pharmacy Services Quality in Out-Patient Unit at Private Hospitals Providing the National Health Insurance (NHI) Program in Indonesia

Evaluation of Physician and Pharmacy Services Quality in Out-Patient Unit at Private Hospitals Providing the National Health Insurance (NHI) Program in Indonesia

Exploration of the Optimization of the Use Efficiency of the Automatic Dispenser in Outpatient Pharmacy

Objective: With the advent of pharmacy automation system, pharmacists can liberate themselves from the heavy work of dispensing drugs and devote more time to the professional service of pharmacy. To improve the efficiency of dispensing machine in outpatient pharmacy and reduce the frequency of machine malfunction maintenance. Method: Through observation and detailed records of 645 occurrences of CONSIS-H5 dispenser failures from September 18 to September 24, 2017 and October 9 to October 22, 2017, research and analysis of the application process optimization plan of the dispenser. Result: Through the use of various management methods to propose improvement measures and maintenance methods, the failure maintenance rate of the dispenser has been reduced from the original average of 30.7 times per day to an average of 15.3 times per day, a decrease of 43.65%. Conclusion: The CONSIS-H5 medicine dispenser has undergone a series of targeted adjustments and optimizations, reducing the failure rate and reducing the work intensity of the staff. At the same time, the efficiency improvement greatly reduces the waiting time of patients, which improves the patient's satisfaction with the hospital and improves the quality of pharmacy services.

Primary health care policy and vision for community pharmacy and pharmacists in Estonia.

Estonia, with a population of 1.3 million, is the smallest country in the three Baltic States. As a post-soviet country, Estonia over the past 30 years has built up a new health care system, including the pharmaceutical sector. The GDP allocated to cover health care costs is significantly lower in Estonia compared to the EU average. Despite this, Estonia has excelled in the development of digital e-services in healthcare at both the domestic and international levels. The development and integration of the Estonian community pharmacy sector into primary health care has been influenced and affected by the liberalization within pharmaceutical policy and the lack of cooperation with the rest of the health care sector. Community pharmacy ownership and location matters have been prevalent. The promotion of the pharmacy services has mostly taken place on the basis of a professional initiative, as cooperation with the state has not been active. Possibly the professional fragmentation of the pharmacy sector may have played a negative role. The community pharmacy network in Estonia, especially in cities, enables fast and convenient access to the pharmacy services. Community Pharmacy Service Quality Guidelines support the harmonization of the provided services and patient-centered concept to enhance the patient role and involvement in their care. In recent years, community pharmacies in Estonia have also offered various extended services that are more or less integrated with the primary health care system. New developments may be affected by frequent changes in legislation and a shortage of professional staff in community pharmacies. The ownership reform of pharmacies in 2020 has so far not had a significant impact on the operation of pharmacies or the quality of services provided.

Non-prescription sale of antibiotics and service quality in community pharmacies in Guangzhou, China: A simulated client method.

ObjectiveTo measure the situation of the non-prescription sale of antibiotics and the service quality of community pharmacies in Guangzhou, China.MethodsA simulated client method was conducted to estimate the non-prescription sale of antibiotics and service quality based on scenarios about adult acute upper respiratory tract infection in 2019. A total of 595 community pharmacies from 11 districts were investigated in Guangzhou, China. We used binary logistic regression to evaluate the factors associated with the non-prescription sale of antibiotics.ResultsThe proportion of non-prescription dispensing of antibiotics was 63.1% in Guangzhou, China, with a higher incidence of antibiotic dispensing without prescription in outer districts (69.3%). Cephalosporin (44.1%) and Amoxicillin (39.0%) were sold more often than other antibiotics. Chain pharmacies had better performance on the prescription sale of antibiotics and service quality. Traditional Chinese medicine was commonly recommended by pharmacy staff.ConclusionSince the non-prescription sale of antibiotics is prevalent in Guangzhou, effective solutions should be determined. Strengthened public awareness and regulatory system innovation are needed.

Patients´ perception of the quality of community pharmacy services using the critical incident technique

Background/Aim. The Critical Incident Technique (CIT) is a qualitative research method for measuring consumer satisfaction by collecting and analyzing information on participants and their activities. This method allows participants to present their detailed experiences related to a particular service in the way they perceive them. The aim of this study was to examine patients' perceptions of an incident that occurred in community pharmacies using CIT and determine recommendations for improving the quality of pharmacy services. Methods. A qualitative study using an interview based on the CIT was conducted in three pharmacies in Serbia, on the territory of Krusevac city. The entire course of the interviews was audio-recorded, which provided detailed research. Results. A total of 68 critical incidents were collected and divided into two groups: positive (37) and negative (31), depending on the (dis)satisfaction of patients with the services of pharmacists in community pharmacies. The following thematic clusters of pharmacy services were covered: accessibility of community-based pharmaceutical services, pharmacist behavior, patient counseling, dispensing drugs and/or medical devices, compounding, and pharmacy sales/commercial practice. Conclusion. The results show that the CIT is a useful tool for evaluating and improving pharmaceutical services. Based on the data collected, various aspects of community pharmacy services can be improved, and further research should be carried out.

The influence of professional pharmacist services on pharmacy service quality of pharmacies in Kupang city, East Nusa Tenggara province, Indonesia

Background: Changes in the orientation of pharmaceutical services from drug management to comprehensive patient care, demands optimization of the role of pharmacists in the Kupang City Pharmacy. This study aims to analyze the effect of professional pharmacist services on the quality of pharmacy services in the city of Kupang.Methods: The research design used was cross sectional. The population of this study were all patients who received services at private pharmacies in Kupang City. The population was divided into 2 clusters with 3-5 and 6-10 patients per day. The sample consisted of a sample of pharmacies and patients who brought prescriptions for each cluster. Retrieval of data by distributing questionnaires. Data analysis was performed by univariate, bivariate and mutivariate.Results: Univariate analysis showed a difference in the frequency of the variables for each cluster. Cluster visits 6-10 patients per day, the value of the variable was higher than the cluster visits 3-5 patients per day. Bivariate analysis showed that there was a relationship between the knowledge, attitudes, skills, presence and responsibility of pharmacists and the quality of pharmaceutical services, with a significance of each p=1.000; 0.133; 0.003; 0.003; 0.000. However, simultaneously it does not have a significant effect because it has sig&gt;0.05.Conclusions: There is an influence of pharmacist services in the aspects of knowledge, attitude, skills, presence and responsibility on the quality of pharmaceutical services at pharmacies in Kupang city, but it does not affect it simultaneously.

Elderly consumers’ satisfaction with the quality of community pharmacy services in Ho Chi Minh City, Vietnam: a Q-methodology study

Introduction: The purpose of this study was to understand elderly consumers’ satisfaction on the community pharmacy services in Ho Chi Minh City, Vietnam. Materials and methods: A sample of 32 consumers, aged over 60, was recruited in four pharmacies in Ho Chi Minh City, Vietnam, from December, 2017 to January, 2018. Q-methodology was used to identify the patterns of consumers’ satisfaction. Results: Two distinct patterns of elderly consumers’ viewpoints toward the community pharmacy services were identified. Elderly consumers in viewpoint 1 were satisfied with the geographic accessibility of community pharmacies. Elderly consumers in viewpoint 2 were satisfied with the affordability of medicines. However, consumers of both viewpoints expressed dissatisfaction with the pharmacy staff counseling on missed doses, storage, side effects, and interactions of medicines. Conclusion: The results from this study suggest that pharmacy staff need to spend more time for consultations on proper medication use with elderly consumers.

DRESCRIPTION OF PHARMACEUTICAL SERVICES QUALITY AND OUTPATIENT SATISFACTION IN PHARMACY INSTALLATION OF PKU MUHAMMADIYAH CEPU HOSPITAL

Hospitals as public health services need to provide quality services. Patient satisfaction is a key indicator of health facility standards. The quality of pharmacy services that can be seen from patient satisfaction, with the existence of this study is expected to improve pharmaceutical services at PKU Muhammadiyah Hospital Cepu. This research is to find out the quality of service and the satisfaction of outpatients in PKU Muhammadiyah Cepu Hospital Pharmacy Installation. The study used a descriptive observational research with purposive sampling method in January - March 2020. Data were collected from 110 respondents using a questionnaire. The results of the 110 respondents get the most age categories 46-55 years, 29 respondents (26.36%). The most gender is female, 58 respondents (52.73%). The highest level of education is high school / vocational education with 61 respondents (55.45%) and other types of occupational categories, 28 respondents (25.45%). From the results of calculations and data analysis, on each indicator obtained the following percentages: 79.34% reliability, 77.95% responsiveness, 85.71% empathy, 79.77% tangibility and 80.98% guarantee. It was completed that the quality of service and satisfaction of outpatients in the Pharmacy Installation of PKU Muhammadiyah Cepu Hospital overall was 80.98% with a very satisfied satisfaction classification. Keywords: service quality, satisfaction, outpatient care, Hospital

Translation, cross-cultural adaptation and validation of Patient Satisfaction with Pharmacist Services Questionnaire (PSPSQ 2.0) into the Nepalese version in a community settings.

Understanding patient satisfaction with pharmacy services can help to enhance the quality and monitoring of pharmacy services. Patient Satisfaction with Pharmacist Services Questionnaire 2.0 (PSPSQ 2.0) is a valid and reliable instrument for measuring patient satisfaction with services from the pharmacist. The availability of the PSPSQ 2.0 in Nepalese version would facilitate patient satisfaction and enhance pharmacy services in Nepal. This study aims to translate the PSPSQ 2.0 into the Nepalese version, culturally adapt it and verify its reliability and validity in the Nepalese population. The methodological and cross-sectional study design was used to translate, culturally adapt it, and validate PSPSQ 2.0 in Nepalese. The Nepalese version of PSPSQ 2.0 went through the full linguistic validation process and was evaluated in 300 patients visiting different community pharmacies in Kathmandu district, Nepal. Exploratory factor analysis was carried out using principal component analysis with varimax rotation, and Cronbach's alpha was used to evaluate the reliability. Three-hundred patients were recruited in this study. Participants ranged in age from 21 to 83 years; mean age was 53.93 years (SD: 15.21). 62% were females, and 34% educational level was above 12 and university level. Only 7% of the participants were illiterate. Kaiser-Meyer-Olkinwas found to be 0.696, and Bartlett's test of sphericity was significant with a chi-square test value of 3695.415. A principal axis factor analysis conducted on the 20 items with orthogonal rotation (varimax). PSPSQ 2.0 Nepalese version (20 items) had a good internal consistency (Cronbach's alpha = 0.758). Item-total correlations were reviewed for the items in each of the three domains of PSPSQ 2.0. The PSPSQ 2.0 Nepalese version demonstrated acceptable validity and reliability, which can be used in the Nepalese population for evaluating the satisfaction of patients with pharmacist services in both community pharmacy and research.

Bidirectional information sharing between Nagoya Memorial Hospital and health insurance pharmacies using a communication sheet for pharmaceutical cooperation

BackgroundWe collaborated with the regional pharmaceutical associations near Nagoya Memorial Hospital and created a communication sheet for pharmaceutical cooperation between the hospital and health insurance pharmacies.MethodsThe communication sheet for pharmaceutical cooperation was issued in October 2014. We conducted a questionnaire survey of both cancer patients and community pharmacists 1 year after the implementation of the use of this sheet. Based on the results of the survey, we modified our communication sheet and added a unified reply form in October 2016. We examined the number of replies from community pharmacists from October 2014 to April 2019. We then analyzed how community pharmacists instructed and communicated with cancer patients using the results of both the questionnaire survey and the reply form, which were compared before and after introducing the modified version of the communication sheet.ResultsDuring the 5 years of observation, 743 communication sheets were sent from Nagoya Memorial Hospital to community pharmacists. As a result of pharmaceutical cooperation in using the communication sheet, 96.4% of prescribed medication were immediately prepared in health insurance pharmacies on that day. The communication sheet also enhanced the conversations between cancer patients and pharmacists. The introduction of the unified reply form increased the response rate of community pharmacists from 1.7 to 69.5% (p < 0.001). The communication between community pharmacists and cancer patients was significantly hindered by prescriptions without an oral cancer drug and patient age < 65 years old (p < 0.05). However, this hindrance was reduced by the use of the modified form.ConclusionsThe communication sheet for pharmaceutical cooperation is useful for bidirectional information sharing between hospitals and health insurance pharmacies, which may enable pharmacists to provide cancer patients with medication instructions in coordination with hospitals and increase the quality of outpatient pharmacy services.

Interpretasi Kepuasan Konsumen Terhadap Pelayanan Obat Tanpa Resep Terhadap Kepuasan Konsumen

Satisfaction is a Function of Performances And Expectations. These research aim to determine the level of customer satisfaction with drug services without a prescription at the Pharmacy K-24 Raya Puspitek and Identifying the level of patient satisfaction by distributing 5-dimensional questionnaires, they are : reliability, responsiveness, assurance, empathy, and tangibility. There are 100 respondents.The questionnaire was distributed based on education and gender. The result showed there are 73% male and 27% female from 100 respondents. While respondents based on undergraduate education as much as 34% which is greater than the others. The result of customer satisfaction found 54% satisfied in Reliability, 47,5% satsified in Responsiveness, 53% satisfied in Emphaty, 49,5% satisfied in Assurance, 53,5% satisfied in Tangible.Overall Pharmacy service quality in K-24 Raya Puspitek Pharmacy is in good or satisfy level.

Tingkat Kepuasan Pasien Terhadap Pelayanan Kefarmasian Di Instalasi Farmasi Rawat Jalan Rumah Sakit Bhineka Bakti Husada

Pharmacy service in the hospital must be prioritised to patient safety which is based on the paradigm of patient oriented, where pharmacist has a role not only focusing on medicine but also on patients. The good quality of pharmacy service can be seen from patients satisfaction. The objective of this research is to determine patient satisfactions level of outpatient pharmacy installation in Bhineka Bakti Husada Hosiptal. The research used non-experimental research design by descriptive. The number of sampel taken in this research was 100 respondent. The patients satisfactions level was calculated by the result of questionnaires which assessed from 5 dimentions. The satisfactions level analysis was conducted through calculation on the average of performance and expectancy.The research showed that deployment of service given in the installation pharmacy outpatient Bhineka Bakti Husada Hospital with level of conformity satisfaction and expectations &gt; 75% of dimensions 91,6% reliability, 91,5% responsiveness, 92,57% assurance, 89,68% emphaty and 90,27% tangible. The results of this research show that patients are satisfied with the service provided in the installation pharmacy outpatient Bhineka Bakti Husada Hospital.

COVID-19: How did community pharmacies get through the first wave?

Background:The coronavirus disease 2019 (COVID-19) pandemic of early 2020 was one of the most impactful events in living memory. As an essential service, community pharmacies remained open to provide care and service. The unprecedented nature and scale of the pandemic triggered considerable change in daily practice. In anticipation of future pandemic waves and similar mass-scale civil disruptions, it is important to understand how community pharmacies adapted and responded in the early weeks of COVID-19.Methods:A combination of convenience, snowball and purposive sampling methods was used to recruit staff from community pharmacies across Ontario, from a variety of different practice locations and types. A semistructured focus group interview protocol was used to elicit experiences. Data gathering was undertaken until the point of saturation. Thematic analysis was used to surface common experiences and to describe how community pharmacies adapted and responded.Results:A total of 39 participants (pharmacists, registered technicians and assistants) from 11 different pharmacies participated in this study. Data were coded based on 1) what happened, 2) how community pharmacies responded, and 3) what worked and did not work to support pharmacy staff in continued provision of service and care. Key findings included the collapse of provision of nondispensing remunerated services, the central role of managerial decisions in supporting resilience (e.g., change to 8-hour shifts from 12-hour shifts) and the central role of technology in supporting continuity of quality pharmacy services.Discussion:With anticipated future pandemic waves, preparedness of community pharmacy will be essential. This study provides important insights based on participants’ own experiences regarding ways employers can better support staff in provision of care and service to patients during times of mass-scale civil disruption. Can Pharm J (Ott) 2020;153:xx-xx.

Factors Influencing Administration, Recognition, and Compliance of Medicine among Community Residents from Jilin Province, China: A Questionnaire Study.

Introduction To identify and analyze factors that influence administration, recognition, and compliance of medicine among community residents in Jilin Province, China. Methods A survey was carried out among 2417 community residents in Jilin Province, China, to study their administration (CRA), recognition (CRR), and compliance (CRC) of medicine. Multivariate logistic regression analyses and chi-squared tests were performed to assess factors influencing CRA, CRR, and CRC. Results Logistic analyses showed that gender, educational level, and occupation were influencing factors on CRA; age, educational level, smoking status, and health condition were influencing factors on CRR; and gender, age, occupation, and health condition were influencing factors on CRC. Conclusions CRA, CRR, and CRC are associated with specific lifestyles and social economic statuses of community residents. Attention should be paid to influencing factors in order to facilitate community pharmaceutical care, promote the rational use of drugs, and ensure the safe use of medications. This study explores the type and extent of professional services provided through community pharmacies in Jilin Province, China, and provides evidence for optimizing the quality of community pharmacy services.

The Effect of Pharmaceutical Service Quality on Patient Satisfaction at UPtd Puskesmas Kamonji Palu Using the Servqual Method (Service Quality)

Pharmacy is a pharmacy service facility where pharmacists practice pharmacy. To improve pharmaceutical services in pharmacies, it is necessary to evaluate by assessing patient satisfaction. This study is an attempt to determine the effect of the quality of pharmacy services at the Kamonji Palu Health Center on patient satisfaction and to measure the performance of pharmaceutical services to improve public health services. This type of research is quantitative with a cross-sectional approach, and the sampling method is an accidental sampling. The analytical tool used is a simple linear regression analysis test and Cartesian diagram analysis with a total sample of 96 people. The results of regression research show that the variables have a positive effect but has no significant impact on patient satisfaction, namely the Tangible variable with a significance value of 0.119&gt; 0.05, Reliability with a significance value of 0.494&gt; 0.05, Responsiveness with a significance value of 0.113&gt; 0.05, Assurance with a significance value of 0.918&gt; 0.05, Empathy with a significance value of 0.222&gt; 0.05, at this moment the quality of pharmacy services at the Kamonji Palu Health Center get positive results but have no significant effect on patient satisfaction. In contrast, the results of the Cartesian diagram analysis are nine items included in the quadrant. I, four things belong to quadrant II, six items belong to quadrant III, and six items belong to quadrant IV. The conclusion is that pharmaceutical services at the Kamonji Community Health Center are good but not significantly influencing patient satisfaction with suggestions to improve further and pay attention to patient comfort.

Low perceived service quality in community pharmacy is associated with poor medication adherence

ObjectiveCommunity pharmacists are highly accessible healthcare professionals, whose regular contact with patients provides ongoing opportunities to improve medication safety and promote medication adherence. This study investigates whether patients who experience low service quality in community pharmacies are less adherent to their regular medications. MethodsEight Australian pharmacies were recruited, 5 self-identified as having a price promotion business strategy and 3 with a service-focused business strategy. Patients taking regular prescribed medicines who had previously attended the pharmacy completed e-surveys in-store with measures of perceived service quality (pSQ) and self-reported adherence. Multivariate regression using multilevel modelling with bootstrapping was used to explore the relationships between variables. ResultsSurveys were completed by 319 respondents. Attending pharmacies with a price promotion business strategy was predictive of lower pSQ and poor medication adherence. The between-pharmacy slope of the relationship between pSQ and adherence was 2.25 (with 95 % confidence intervals = 1.50, 2.86) and was highest in pharmacies with lowest pSQ. ConclusionThis study highlights that when patients experience low service quality, in community pharmacies they are more likely to report poor adherence to their regular prescribed medicines. Practice implicationsCommunity pharmacies need to be designed and managed to allow pharmacists to provide high levels of patient-centred care.

Framework for Pharmacy Services Quality Improvement-A Bridge to Cross the Quality Chasm.

To review the literature on the subject of quality improvement principles and methods applied to pharmacy services and to describe a framework for current and future efforts in pharmacy services quality improvement and effective drug therapy management. The Academy of Managed Care Pharmacy produced the Catalog of Pharmacy Quality Indicators in 1997, followed by the Summary of National Pharmacy Quality Measures in February 1999. In April 2002, AMCP introduced Pharmacy's Framework for Drug Therapy Management in the 21st Century. The Framework documents include a self-assessment tool that details more than 250 specific "components" that describe tasks, behaviors, skills, functions, duties, and responsibilities that contribute to meeting customer expectations for effective drug therapy management. There are many opportunities for quality improvement in clinical, service, and cost outcomes related to drug therapy management. These may include patient safety; incidence of medical errors; adverse drug events; patient adherence to therapy; attainment of target goals of blood pressure, glucose, and lipid levels; risk reduction for adverse cardiac events and osteoporotic-related fractures; patient satisfaction; risk of hospitalization or mortality; and cost of care. Health care practitioners can measure improvements in health care quality in several ways including (a) a better patient outcome at the same cost, (b) the same patient outcome at lower cost, (c) a better patient outcome at lower cost, or (d) a significantly better patient outcome at moderately higher cost. Measurement makes effective management possible. A framework of component factors (e.g., tasks) is necessary to facilitate changes in the key processes and critical factors that will help individual practitioners and health care systems meet customer expectations in regard to drug therapy, thus improving these outcomes. Quality improvement in health care services in the United States will be made in incremental changes that rely on a structure-process-outcome model. The structure is provided by evidence created from controlled randomized trials and other studies of care and system outcomes that are based on the scientific method. The process portion is created by the application of evidence in the form of clinical practice guidelines, clinical practice models, and self-assessment tools such as Pharmacy's Framework for Drug Therapy Management. Incremental changes in structure and process will result in the desirable outcome of meeting customer needs for more effective drug therapy and disease management. Authors Richard N. Fry and Steven G. Avey are employed by the Foundation for Managed Care Pharmacy, a nonprofit charitable trust that serves as the educational and philanthropic arm of the Academy of Managed Care Pharmacy; author Frederic R. Curtiss performed the majority of work associated with this manuscript prior to becoming editor-in-chief of the Journal of Managed Care Pharmacy. This manuscript underwent blinded peer review and was subject to the same standards as every article published in JMCP.

Traversing the Quality Chasm: Revisiting the Framework for Pharmacy Services Quality Improvement.

No funding supported the writing of this reflection. The authors have nothing to disclose.

Guidelines for Leading a Safe Medication Error Reporting Culture.

Background: A safe medication error reporting culture is one that promotes, fosters, and rewards the reporting of errors and events across the spectrum of harm (none to significant harm). For this culture to develop, leaders must key department cultural norms. These cultural norms include making employees feel psychologically safe to report errors, and to establish a culture of error review and follow-up that complies with best practices. Objective: This article reviews how pharmacy leaders can establish this environment by describing (1) setting an appropriate vision for safety as a priority; (2) establishing and actively supporting the concept of psychological safety; and (3) implementing medication error review that support an effective safety culture. Finally, the article discusses a case where the relationships between psychological safety, safety culture, and reporting culture are described. Methods: This article reviews the literature and authors' experiences in designing a safety culture for a pharmacy department. Concluson: A safe reporting culture requires leaders to be humble, engage their staff in dialogue, objectively measure culture, consistently provide feedback, and empower its people. Employing these leadership traits with best practices can improve overall medication safety and the quality of patient-centered pharmacy services.