Title: The multidimensional determinants of outpatient pharmacy dispensing errors: a mixed approach

Authors: Kuo-Wei Su; Yao-Te Tsai; Quan-Kai Feng

Addresses: Department of Information Management, National Kaohsiung University of Science and Technology, No. 1 Daxue Rd., Yanchao Dist., Kaohsiung City 824, Taiwan ' Department of Information Management, National Kaohsiung University of Science and Technology, No. 1 Daxue Rd., Yanchao Dist., Kaohsiung City 824, Taiwan ' Department of Information Management, National Kaohsiung University of Science and Technology, No. 1 Daxue Rd., Yanchao Dist., Kaohsiung City 824, Taiwan

Abstract: This study examined workload, musculoskeletal health, and dispensing error risk factors among outpatient pharmacists in a medical centre. Mixed methods, including the analysis of current status, interviews, and multidimensional surveys, were employed. The results showed that 51.4% of pharmacists experienced musculoskeletal discomfort lasting over two weeks in the past year, primarily in the neck, shoulders, and knees, with no significant association with seniority or job content, high time pressure and physical demands, with an overall workload that was higher than that of other medical professionals. Several significant risk factors for dispensing errors were also examined, including drug name similarity, appearance similarity, staff fatigue, and work interruptions being most significant. This study proposed five recommendations for improving pharmacy service quality and occupational health: 1) refining drug labelling; 2) allocating workload; 3) improving processes; 4) enhancing training; 5) focusing on pharmacists' well-being.

Keywords: dispensing errors; musculoskeletal discomfort; cognitive load; pharmacists; NASA-TLX.

DOI: 10.1504/IJHFE.2025.147892

International Journal of Human Factors and Ergonomics, 2025 Vol.12 No.1, pp.20 - 40

Received: 19 Oct 2024
Accepted: 06 Dec 2024
Published online: 07 Aug 2025 *

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