ACCOMPA-VP: Pharmacy technician training programme to improve outpatient drug-dispensing

Drug dispensing requires several skills to provide accurate and patient-friendly service. In French hospitals, outpatient dispensing activity can be provided by pharmacy technicians (PTs) under pharmacist supervision. During their studies, PTs are not trained in either this activity or communication with patients. Objective. To develop a dedicated PT training programme (ACCOMPA-VP) to optimize the quality of outpatient drug dispensing. Methods. ACCOMPA-VP is based on the ADDIE-M method (Analysis, Design, Development, Implementation, Evaluation, Maintenance). We assessed PTs' knowledge, behaviour and self-confidence in drug dispensing and outpatient satisfaction. Results. The elements that PTs (n=9) identified as missing were knowledge of outpatient care pathways and a method for outpatient interviews. Nine drugs or drug combinations were identified as topics (80% of all dispensations). Theoretical learning sessions with knowledge assessment were performed for each. Practical sessions (simulated drug dispensing) followed by debriefing completed ACCOMPA-VP. After ACCOMPAVP, PTs' knowledge increased significantly from 70.5% (27-96%) to 83% (46-100%). Qualitative analysis revealed a decrease in the number of errors related to counselling (21% to 6%) and drug interactions (36% to 20%). After 6 months, PTs' self-confidence throughout the dispensing process was enhanced (global progression feeling at 7.4/10), especially with outpatient counselling. Outpatients reported that PTs asked more often for concomitant treatments: 44% after versus 18% before training (p=0.02). Conclusion. ACCOMPA-VP increased PT knowledge and self-confidence in outpatient dispensation, particularly for communicating and detecting concomitant drugs. ACCOMPA-VP has shown true added value for hospital PTs in this high-risk activity, combining the theoretical and the practical. Based on practice, ACCOMPA-VP can easily be transposed to other structures.