<?xml version="1.0" encoding="ISO-8859-1"?><article xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<front>
<journal-meta>
<journal-id>1130-6343</journal-id>
<journal-title><![CDATA[Farmacia Hospitalaria]]></journal-title>
<abbrev-journal-title><![CDATA[Farm Hosp.]]></abbrev-journal-title>
<issn>1130-6343</issn>
<publisher>
<publisher-name><![CDATA[Grupo Aula Médica]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S1130-63432021000600004</article-id>
<article-id pub-id-type="doi">10.7399/fh.11681</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[Mejora de calidad del área de pacientes externos mediante participación del paciente y metodología Lean]]></article-title>
<article-title xml:lang="en"><![CDATA[Improvement of outpatient pharmacy through patient participation and Lean methodology]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Martín-Conde]]></surname>
<given-names><![CDATA[María Teresa]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[del Cacho-del Cacho]]></surname>
<given-names><![CDATA[Elena]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Calvo-Cidoncha]]></surname>
<given-names><![CDATA[Elena]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Roura-Turet]]></surname>
<given-names><![CDATA[Judit]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Pérez-Baldoyra]]></surname>
<given-names><![CDATA[María Teresa]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Soy-Muner]]></surname>
<given-names><![CDATA[Dolors]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Hospital Clínic Servicio de Farmacia ]]></institution>
<addr-line><![CDATA[Barcelona ]]></addr-line>
<country>España</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>12</month>
<year>2021</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>12</month>
<year>2021</year>
</pub-date>
<volume>45</volume>
<numero>6</numero>
<fpage>317</fpage>
<lpage>322</lpage>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://scielo.isciii.es/scielo.php?script=sci_arttext&amp;pid=S1130-63432021000600004&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://scielo.isciii.es/scielo.php?script=sci_abstract&amp;pid=S1130-63432021000600004&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://scielo.isciii.es/scielo.php?script=sci_pdf&amp;pid=S1130-63432021000600004&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[Resumen  Objetivo: Mejorar la calidad del proceso de dispensación y atención farmacéutica a pacientes externos mediante la participación del paciente y la aplicación de la metodología Lean y analizar los resultados obtenidos en cuanto a eficiencia e impacto en la satisfacción de los pacientes.  Método: Estudio observacional, prospectivo y unicéntrico. Se creó un grupo de trabajo con los diferentes profesionales implicados en la atención al paciente externo para aplicar la metodología Lean y detectar oportunidades de mejora. Para conocer la experiencia del paciente se utilizó la técnica del grupo focal. El impacto en la satisfacción de los pacientes se midió mediante encuestas de satisfacción que se enviaron a través del correo electrónico en diciembre de 2019 (antes de implantar las principales medidas) y en diciembre de 2020.  Resultados: Teniendo en cuenta la perspectiva de los pacientes y de los profesionales sanitarios, se identificaron más de 30 acciones de mejora de las que se priorizaron 9, relacionadas fundamentalmente con cambios estructurales y de circuitos. Se consiguió mejorar significativamente los tiempos de espera (el 35% de los pacientes esperaban más de 30 minutos frente al 4,5% en el análisis realizado después de las intervenciones). Los aspectos que mostraron diferencias estadísticamente significativas en las encuestas entre los dos periodos fueron el tiempo de espera y la satisfacción global, en ambos casos el grado de satisfacción fue superior una vez implantadas las acciones de mejora.  Conclusiones: La participación del paciente, a través del grupo focal y encuestas masivas, unido a la participación de los profesionales sanitarios implicados en el proceso, a través de la metodología Lean, ha permitido analizar la realidad de nuestro servicio y diseñar las acciones de mejora más adecuadas en función de los recursos disponibles.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[Abstract  Objective: To improve the quality of the dispensing process and pharmaceutical care in the Outpatient Pharmacy through patient participation and Lean methodology, and to analyse the results obtained in terms of efficiency and patient satisfaction.  Method: Prospective observational single-centre study. A working group was organized with the health care staff involved in outpatient care to apply Lean methodology and detect improvement opportunities. We used a focus group technique to understand the patients&#8217; experience. The impact on patient satisfaction was measured through a mass survey mailed out in December 2019 (before introducing the main measures) and in December 2020.  Results: More than 30 improvement actions were identified after suveying the opinions of the patients and health care staff involved. Nine actions were prioritized, which were mainly related to structural and circuit changes. Waiting times significantly improved (35% of patients waited for more than 30 minutes before the improvement actions vs 4.5% afterward). The results showed that waiting times and overall satisfaction significantly improved in the period between the two surveys. In both cases, the degree of satisfaction was higher after introducing the improvement actions.  Conclusions: We analysed the situation of our Outpatient Service and designed the most appropriate improvement actions according to the resources available. This initiative was achieved through patient participation (via a focus group and mass surveys), the participation of health care staff, and the application of Lean methodology.]]></p></abstract>
<kwd-group>
<kwd lng="es"><![CDATA[Atención farmacéutica]]></kwd>
<kwd lng="es"><![CDATA[Calidad asistencial]]></kwd>
<kwd lng="es"><![CDATA[Satisfacción del paciente]]></kwd>
<kwd lng="es"><![CDATA[Encuesta de salud]]></kwd>
<kwd lng="es"><![CDATA[Grupo focal]]></kwd>
<kwd lng="es"><![CDATA[Servicio de farmacia hospitalaria]]></kwd>
<kwd lng="en"><![CDATA[Pharmaceutical care]]></kwd>
<kwd lng="en"><![CDATA[Quality of health care]]></kwd>
<kwd lng="en"><![CDATA[Patient satisfaction]]></kwd>
<kwd lng="en"><![CDATA[Health survey]]></kwd>
<kwd lng="en"><![CDATA[Focus groups]]></kwd>
<kwd lng="en"><![CDATA[Pharmacy Service, Hospital]]></kwd>
</kwd-group>
</article-meta>
</front><back>
<ref-list>
<ref id="B1">
<label>1.</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Morillo Verdugo]]></surname>
<given-names><![CDATA[R]]></given-names>
</name>
<name>
<surname><![CDATA[Sáez de la Fuente]]></surname>
<given-names><![CDATA[J]]></given-names>
</name>
<name>
<surname><![CDATA[Calleja Hernández]]></surname>
<given-names><![CDATA[MA]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[MAPEX: mirar profundo, mirar lejos]]></article-title>
<source><![CDATA[Farm Hosp]]></source>
<year>2015</year>
<volume>39</volume>
<numero>4</numero>
<issue>4</issue>
<page-range>189-91</page-range></nlm-citation>
</ref>
<ref id="B2">
<label>2.</label><nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Womack]]></surname>
<given-names><![CDATA[JP]]></given-names>
</name>
<name>
<surname><![CDATA[Jones]]></surname>
<given-names><![CDATA[DT]]></given-names>
</name>
</person-group>
<source><![CDATA[Cómo utilizar el pensamiento LEAN para eliminar los despilfarros y crear valor en la empresa]]></source>
<year>2012</year>
<publisher-loc><![CDATA[Barcelona ]]></publisher-loc>
<publisher-name><![CDATA[Gestión 2000]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B3">
<label>3.</label><nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Hernández]]></surname>
<given-names><![CDATA[JC]]></given-names>
</name>
<name>
<surname><![CDATA[Vizán]]></surname>
<given-names><![CDATA[A]]></given-names>
</name>
</person-group>
<source><![CDATA[Lean manufacturing. Concepto, técnicas e implantación]]></source>
<year>2015</year>
<publisher-loc><![CDATA[Madrid ]]></publisher-loc>
<publisher-name><![CDATA[Escuela de Organización Industrial]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B4">
<label>4.</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Rotter]]></surname>
<given-names><![CDATA[T]]></given-names>
</name>
<name>
<surname><![CDATA[Plishka]]></surname>
<given-names><![CDATA[C]]></given-names>
</name>
<name>
<surname><![CDATA[Lawal]]></surname>
<given-names><![CDATA[A]]></given-names>
</name>
<name>
<surname><![CDATA[Harrison]]></surname>
<given-names><![CDATA[L]]></given-names>
</name>
<name>
<surname><![CDATA[Sari]]></surname>
<given-names><![CDATA[N]]></given-names>
</name>
<name>
<surname><![CDATA[Goodridge]]></surname>
<given-names><![CDATA[D]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[What Is Lean Management in Health Care? Development of an Operational Definition for a Cochrane Systematic Review]]></article-title>
<source><![CDATA[Eval Health Prof]]></source>
<year>2019</year>
<volume>42</volume>
<numero>3</numero>
<issue>3</issue>
<page-range>366-90</page-range></nlm-citation>
</ref>
<ref id="B5">
<label>5.</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Hintzen]]></surname>
<given-names><![CDATA[BL]]></given-names>
</name>
<name>
<surname><![CDATA[Knoer]]></surname>
<given-names><![CDATA[SJ]]></given-names>
</name>
<name>
<surname><![CDATA[Van Dyke]]></surname>
<given-names><![CDATA[CJ]]></given-names>
</name>
<name>
<surname><![CDATA[Milavitz]]></surname>
<given-names><![CDATA[BS]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Effect of lean process improvement techniques on a university hospital inpatient pharmacy]]></article-title>
<source><![CDATA[Am J Health Syst Pharm]]></source>
<year>2009</year>
<volume>66</volume>
<numero>22</numero>
<issue>22</issue>
<page-range>2042-7</page-range></nlm-citation>
</ref>
<ref id="B6">
<label>6.</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Green]]></surname>
<given-names><![CDATA[CF]]></given-names>
</name>
<name>
<surname><![CDATA[Crawford]]></surname>
<given-names><![CDATA[V]]></given-names>
</name>
<name>
<surname><![CDATA[Bresnen]]></surname>
<given-names><![CDATA[G]]></given-names>
</name>
<name>
<surname><![CDATA[Rowe]]></surname>
<given-names><![CDATA[PH]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[A waste walk through clinical pharmacy: how do the &#8216;seven wastes&#8217; of Lean techniques apply to the practice of clinical pharmacists]]></article-title>
<source><![CDATA[Int J Pharm Pract]]></source>
<year>2015</year>
<volume>23</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>21-6</page-range></nlm-citation>
</ref>
<ref id="B7">
<label>7.</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[John]]></surname>
<given-names><![CDATA[N]]></given-names>
</name>
<name>
<surname><![CDATA[Snider]]></surname>
<given-names><![CDATA[H]]></given-names>
</name>
<name>
<surname><![CDATA[Edgerton]]></surname>
<given-names><![CDATA[L]]></given-names>
</name>
<name>
<surname><![CDATA[Whalin]]></surname>
<given-names><![CDATA[L]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Incorporation of Lean methodology into pharmacy residency programs]]></article-title>
<source><![CDATA[Am J Health Syst Pharm]]></source>
<year>2017</year>
<volume>74</volume>
<numero>6</numero>
<issue>6</issue>
<page-range>438-44</page-range></nlm-citation>
</ref>
<ref id="B8">
<label>8.</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Steele]]></surname>
<given-names><![CDATA[ML]]></given-names>
</name>
<name>
<surname><![CDATA[Talley]]></surname>
<given-names><![CDATA[B]]></given-names>
</name>
<name>
<surname><![CDATA[Frith]]></surname>
<given-names><![CDATA[KH]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Application of the SEIPS Model to Analyze Medication Safety in a Crisis Residential Center]]></article-title>
<source><![CDATA[Arch Psychiatr Nurs]]></source>
<year>2018</year>
<volume>32</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>7-11</page-range></nlm-citation>
</ref>
<ref id="B9">
<label>9.</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Gayoso-Rey]]></surname>
<given-names><![CDATA[M]]></given-names>
</name>
<name>
<surname><![CDATA[Martínez-López de Castro]]></surname>
<given-names><![CDATA[N]]></given-names>
</name>
<name>
<surname><![CDATA[Paradela-Carreiro]]></surname>
<given-names><![CDATA[A]]></given-names>
</name>
<name>
<surname><![CDATA[Samartín-Ucha]]></surname>
<given-names><![CDATA[M]]></given-names>
</name>
<name>
<surname><![CDATA[Rodríguez-Lorenzo]]></surname>
<given-names><![CDATA[D]]></given-names>
</name>
<name>
<surname><![CDATA[Piñeiro-Corrales]]></surname>
<given-names><![CDATA[G]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Metodología Lean: diseño y evaluación de un modelo estandarizado de almacenaje de medicación]]></article-title>
<source><![CDATA[Farm Hosp]]></source>
<year>2021</year>
<volume>45</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>3-9</page-range></nlm-citation>
</ref>
<ref id="B10">
<label>10.</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Moro-Agud]]></surname>
<given-names><![CDATA[M]]></given-names>
</name>
<name>
<surname><![CDATA[González-Fernández]]></surname>
<given-names><![CDATA[MA]]></given-names>
</name>
<name>
<surname><![CDATA[Moreno-Ramos]]></surname>
<given-names><![CDATA[F]]></given-names>
</name>
<name>
<surname><![CDATA[Jiménez-Nácher]]></surname>
<given-names><![CDATA[I]]></given-names>
</name>
<name>
<surname><![CDATA[de Sebastián-Rueda]]></surname>
<given-names><![CDATA[M]]></given-names>
</name>
<name>
<surname><![CDATA[Herrero-Ambrosio]]></surname>
<given-names><![CDATA[A]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Aplicación de Lean Seis Sigma en la mejora de la calidad del proceso de Atención Farmacéutica a Pacientes Externos]]></article-title>
<source><![CDATA[Rev OFIL]]></source>
<year>2016</year>
<volume>26</volume>
<numero>2</numero>
<issue>2</issue>
<page-range>87-93</page-range></nlm-citation>
</ref>
<ref id="B11">
<label>11.</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Silgado Bernal]]></surname>
<given-names><![CDATA[MF]]></given-names>
</name>
<name>
<surname><![CDATA[Basto Benítez]]></surname>
<given-names><![CDATA[I]]></given-names>
</name>
<name>
<surname><![CDATA[Ramírez García]]></surname>
<given-names><![CDATA[G]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Uso de la metodología Seis Sigma en la preparación de mezclas de nutrición parenteral]]></article-title>
<source><![CDATA[Farm Hosp]]></source>
<year>2014</year>
<volume>38</volume>
<numero>2</numero>
<issue>2</issue>
<page-range>105-11</page-range></nlm-citation>
</ref>
<ref id="B12">
<label>12.</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Font Noguera]]></surname>
<given-names><![CDATA[I]]></given-names>
</name>
<name>
<surname><![CDATA[Fernández Megía]]></surname>
<given-names><![CDATA[MJ]]></given-names>
</name>
<name>
<surname><![CDATA[Ferrer Riquelme]]></surname>
<given-names><![CDATA[AJ]]></given-names>
</name>
<name>
<surname><![CDATA[Balasch]]></surname>
<given-names><![CDATA[I]]></given-names>
</name>
<name>
<surname><![CDATA[Parisi]]></surname>
<given-names><![CDATA[S]]></given-names>
</name>
<name>
<surname><![CDATA[Edo Solsona]]></surname>
<given-names><![CDATA[MD]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Mejora del proceso farmacoterapéutico del paciente hospitalizado mediante la metodología Lean Seis Sigma]]></article-title>
<source><![CDATA[Rev Calid Asist]]></source>
<year>2013</year>
<volume>28</volume>
<numero>6</numero>
<issue>6</issue>
<page-range>370-80</page-range></nlm-citation>
</ref>
<ref id="B13">
<label>13.</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Caro Teller]]></surname>
<given-names><![CDATA[JM]]></given-names>
</name>
<name>
<surname><![CDATA[Pablos Bravo]]></surname>
<given-names><![CDATA[S]]></given-names>
</name>
<name>
<surname><![CDATA[Serrano Garrote]]></surname>
<given-names><![CDATA[O]]></given-names>
</name>
<name>
<surname><![CDATA[Ojeda García]]></surname>
<given-names><![CDATA[C]]></given-names>
</name>
<name>
<surname><![CDATA[Carro Ruiz]]></surname>
<given-names><![CDATA[AM]]></given-names>
</name>
<name>
<surname><![CDATA[Guede González]]></surname>
<given-names><![CDATA[AM]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Implementation of the Lean Six Sigma in the improvement of the medication dispensing circuit]]></article-title>
<source><![CDATA[J Healthc Qual Res]]></source>
<year>2020</year>
<volume>35</volume>
<numero>6</numero>
<issue>6</issue>
<page-range>364-71</page-range></nlm-citation>
</ref>
<ref id="B14">
<label>14.</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Márquez-Peiró]]></surname>
<given-names><![CDATA[JF]]></given-names>
</name>
<name>
<surname><![CDATA[Pérez-Peiró]]></surname>
<given-names><![CDATA[C]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Evaluación de la satisfacción y de la insatisfacción de pacientes atendidos en la unidad de atención farmacéutica a pacientes externos]]></article-title>
<source><![CDATA[Farm Hosp]]></source>
<year>2008</year>
<volume>32</volume>
<numero>2</numero>
<issue>2</issue>
<page-range>71-6</page-range></nlm-citation>
</ref>
<ref id="B15">
<label>15.</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[González Valdivieso]]></surname>
<given-names><![CDATA[J]]></given-names>
</name>
<name>
<surname><![CDATA[González Navarro]]></surname>
<given-names><![CDATA[M]]></given-names>
</name>
<name>
<surname><![CDATA[Machi Ribes]]></surname>
<given-names><![CDATA[JJ]]></given-names>
</name>
<name>
<surname><![CDATA[Sánchez Ulayar]]></surname>
<given-names><![CDATA[A]]></given-names>
</name>
<name>
<surname><![CDATA[Ramió Montero]]></surname>
<given-names><![CDATA[E]]></given-names>
</name>
<name>
<surname><![CDATA[Fernández Martí]]></surname>
<given-names><![CDATA[D]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Estudio multicéntrico de satisfacción de los pacientes en dispensación ambulatoria]]></article-title>
<source><![CDATA[Aten Farm]]></source>
<year>2012</year>
<volume>14</volume>
<numero>3</numero>
<issue>3</issue>
<page-range>152-9</page-range></nlm-citation>
</ref>
<ref id="B16">
<label>16.</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Ventura Cerdá]]></surname>
<given-names><![CDATA[JM]]></given-names>
</name>
<name>
<surname><![CDATA[Sanfélix Gimeno]]></surname>
<given-names><![CDATA[G]]></given-names>
</name>
<name>
<surname><![CDATA[Monte Boquet]]></surname>
<given-names><![CDATA[E]]></given-names>
</name>
<name>
<surname><![CDATA[Fernández Villalba]]></surname>
<given-names><![CDATA[EM]]></given-names>
</name>
<name>
<surname><![CDATA[Alós Almiñana]]></surname>
<given-names><![CDATA[M]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Satisfacción percibida por pacientes infectados por el VIH con la unidad de atención farmacéutica a pacientes externos (UFPE)]]></article-title>
<source><![CDATA[Farm Hosp]]></source>
<year>2005</year>
<volume>29</volume>
<numero>2</numero>
<issue>2</issue>
<page-range>134-99</page-range></nlm-citation>
</ref>
<ref id="B17">
<label>17.</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Izquierdo-García]]></surname>
<given-names><![CDATA[E]]></given-names>
</name>
<name>
<surname><![CDATA[Fernández-Ferreiro]]></surname>
<given-names><![CDATA[Á]]></given-names>
</name>
<name>
<surname><![CDATA[Campo-Angora]]></surname>
<given-names><![CDATA[M]]></given-names>
</name>
<name>
<surname><![CDATA[Ferrari-Piquero]]></surname>
<given-names><![CDATA[JM]]></given-names>
</name>
<name>
<surname><![CDATA[Herreros de Tejada]]></surname>
<given-names><![CDATA[A]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Satisfacción percibida por los pacientes y por el personal auxiliar de farmacia del área de atención a pacientes externos como método de mejora de la calidad]]></article-title>
<source><![CDATA[Rev Calid Asist]]></source>
<year>2011</year>
<volume>26</volume>
<numero>3</numero>
<issue>3</issue>
<page-range>161-7</page-range></nlm-citation>
</ref>
<ref id="B18">
<label>18.</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Martínez-López-de-Castro]]></surname>
<given-names><![CDATA[N]]></given-names>
</name>
<name>
<surname><![CDATA[Álvarez-Payero]]></surname>
<given-names><![CDATA[M]]></given-names>
</name>
<name>
<surname><![CDATA[Martín-Vila]]></surname>
<given-names><![CDATA[A]]></given-names>
</name>
<name>
<surname><![CDATA[Samartín-Ucha]]></surname>
<given-names><![CDATA[M]]></given-names>
</name>
<name>
<surname><![CDATA[Iglesias-Neiro]]></surname>
<given-names><![CDATA[P]]></given-names>
</name>
<name>
<surname><![CDATA[Gayoso-Rey]]></surname>
<given-names><![CDATA[M]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Factors associated with patient satisfaction in an outpatient hospital pharmacy]]></article-title>
<source><![CDATA[Eur J Hosp Pharm]]></source>
<year>2018</year>
<volume>25</volume>
<numero>4</numero>
<issue>4</issue>
<page-range>183-8</page-range></nlm-citation>
</ref>
<ref id="B19">
<label>19.</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Sánchez Gundín]]></surname>
<given-names><![CDATA[J]]></given-names>
</name>
<name>
<surname><![CDATA[Martí Gil]]></surname>
<given-names><![CDATA[C]]></given-names>
</name>
<name>
<surname><![CDATA[Recuero Galve]]></surname>
<given-names><![CDATA[L]]></given-names>
</name>
<name>
<surname><![CDATA[Mejía Recuero]]></surname>
<given-names><![CDATA[M]]></given-names>
</name>
<name>
<surname><![CDATA[Gómez Santillana]]></surname>
<given-names><![CDATA[M]]></given-names>
</name>
<name>
<surname><![CDATA[Barreda Hernández]]></surname>
<given-names><![CDATA[D]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Satisfacción percibida del Servicio de Farmacia: medición, análisis y mejora]]></article-title>
<source><![CDATA[Rev OFIL]]></source>
<year>2015</year>
<volume>25</volume>
<page-range>137-44</page-range></nlm-citation>
</ref>
<ref id="B20">
<label>20.</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Santiago Pérez]]></surname>
<given-names><![CDATA[A]]></given-names>
</name>
<name>
<surname><![CDATA[Peña Pedrosa]]></surname>
<given-names><![CDATA[JA]]></given-names>
</name>
<name>
<surname><![CDATA[Alguacil Pau]]></surname>
<given-names><![CDATA[AI]]></given-names>
</name>
<name>
<surname><![CDATA[Pérez Morales]]></surname>
<given-names><![CDATA[A]]></given-names>
</name>
<name>
<surname><![CDATA[Molina Muñoz]]></surname>
<given-names><![CDATA[P]]></given-names>
</name>
<name>
<surname><![CDATA[Benítez Giménez]]></surname>
<given-names><![CDATA[MT]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Mejora de la dispensación a pacientes externos de un servicio de farmacia hospitalaria]]></article-title>
<source><![CDATA[J Healthc Qual Res]]></source>
<year>2018</year>
<volume>33</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>23-32</page-range></nlm-citation>
</ref>
<ref id="B21">
<label>21.</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Montero]]></surname>
<given-names><![CDATA[A]]></given-names>
</name>
<name>
<surname><![CDATA[Feal]]></surname>
<given-names><![CDATA[B]]></given-names>
</name>
<name>
<surname><![CDATA[Calvín]]></surname>
<given-names><![CDATA[M]]></given-names>
</name>
<name>
<surname><![CDATA[Margusino]]></surname>
<given-names><![CDATA[L]]></given-names>
</name>
<name>
<surname><![CDATA[Hurtado]]></surname>
<given-names><![CDATA[JL]]></given-names>
</name>
<name>
<surname><![CDATA[Vázquez]]></surname>
<given-names><![CDATA[I]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Calidad percibida por los pacientes externos en la consulta de atención farmacéutica del servicio de farmacia]]></article-title>
<source><![CDATA[Farm Hosp]]></source>
<year>2006</year>
<volume>30</volume>
<numero>2</numero>
<issue>2</issue>
<page-range>105-11</page-range></nlm-citation>
</ref>
<ref id="B22">
<label>22.</label><nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Morillo Verdugo]]></surname>
<given-names><![CDATA[R]]></given-names>
</name>
<name>
<surname><![CDATA[Calleja Hernández]]></surname>
<given-names><![CDATA[MA]]></given-names>
</name>
</person-group>
<collab>Sociedad Española de Farmacia Hospitalaria</collab>
<source><![CDATA[El modelo CMO en consultas externas de Farmacia Hospitalaria]]></source>
<year>2016</year>
<publisher-loc><![CDATA[Badalona ]]></publisher-loc>
<publisher-name><![CDATA[Euromedice Vivactis]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B23">
<label>23.</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Morillo-Verdugo]]></surname>
<given-names><![CDATA[R]]></given-names>
</name>
<name>
<surname><![CDATA[Calleja Hernández]]></surname>
<given-names><![CDATA[MA]]></given-names>
</name>
<name>
<surname><![CDATA[Robustillo Cortés]]></surname>
<given-names><![CDATA[MA]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[A new pharmaceutical care concept: more capable, motivated and timely]]></article-title>
<source><![CDATA[Hosp Pharm]]></source>
<year>2019</year>
<volume>54</volume>
<numero>6</numero>
<issue>6</issue>
<page-range>348-50</page-range></nlm-citation>
</ref>
<ref id="B24">
<label>24.</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Margusino-Framiñán]]></surname>
<given-names><![CDATA[L]]></given-names>
</name>
<name>
<surname><![CDATA[Cid-Silva]]></surname>
<given-names><![CDATA[P]]></given-names>
</name>
<name>
<surname><![CDATA[Martínez-Roca]]></surname>
<given-names><![CDATA[C]]></given-names>
</name>
<name>
<surname><![CDATA[García-Queiruga]]></surname>
<given-names><![CDATA[M]]></given-names>
</name>
<name>
<surname><![CDATA[Fernández-Gabriel]]></surname>
<given-names><![CDATA[E]]></given-names>
</name>
<name>
<surname><![CDATA[Mateos-Salvador]]></surname>
<given-names><![CDATA[M]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Implementation of Specialized Pharmaceutical Care Hospital Outpatient Clinics in a Hospital Pharmacy Departmen]]></article-title>
<source><![CDATA[Farm Hosp]]></source>
<year>2017</year>
<volume>41</volume>
<numero>6</numero>
<issue>6</issue>
<page-range>660-6</page-range></nlm-citation>
</ref>
<ref id="B25">
<label>25.</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Monje-Agudo]]></surname>
<given-names><![CDATA[P]]></given-names>
</name>
<name>
<surname><![CDATA[Borrego-Izquierdo]]></surname>
<given-names><![CDATA[Y]]></given-names>
</name>
<name>
<surname><![CDATA[Robustillo-Cortés]]></surname>
<given-names><![CDATA[MA]]></given-names>
</name>
<name>
<surname><![CDATA[Jiménez-Galán]]></surname>
<given-names><![CDATA[R]]></given-names>
</name>
<name>
<surname><![CDATA[Almeida-González]]></surname>
<given-names><![CDATA[CV]]></given-names>
</name>
<name>
<surname><![CDATA[Morillo-Verdugo]]></surname>
<given-names><![CDATA[RA]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Diseño y validación de una encuesta de satisfacción con la atención farmacéutica recibida en las consultas de farmacia hospitalaria]]></article-title>
<source><![CDATA[Farm Hosp]]></source>
<year>2015</year>
<volume>39</volume>
<page-range>152-6</page-range></nlm-citation>
</ref>
</ref-list>
</back>
</article>
