Background and importance In a third level hospital, a new telematics pharmaceutical care consulting programme was implemented with later delivery of medication from the outpatient unit of our hospital to a specialty medical centre.

Aim and objectives To analyse the implementation of the new programme and to evaluate the satisfaction of the patients.

Material and methods A descriptive retrospective study was conducted from May 2019 to April 2020. An action protocol was developed which included: inclusion criteria, teleconsulting process and a method for preparing and sending the medication. An external courier service was hired, with direct delivery and integrated into a platform (patients, treatment and traceability). Incidents were recorded: medication collection, preparation of the medication and teleconsulting. We developed a survey to evaluate patient satisfaction (11 questions evaluated on a numerical scale from 1 to 5. It included the evaluation of the dispensing process (15 points), the teleconsultation (20) and the general project (20), with a maximum score of 55 points). We collected data on: the person to whom it was performed, demographic variables, time spent collecting the medication and treatment.

Results Up to April 2020, 80 patients were included. Incidents included: 4.44% of medication collection, 2.09% of preparation of medication and 0.26% of teleconsultations. The satisfaction survey was carried out on 70 patients (27.1% of persons authorised to collect the medication), average age 51.5±17.8 years, 57.1% men. 51.4% were working, 4.3% were studying, 40% were retired and 4.3% were unemployed. 82.5% lived in the same town as the specialty medical centre and 17.5% in nearby towns. 57.1% had been attending our service for more than 5 years. 68.6% were biological drugs, 7.1% drugs for multiple sclerosis, 5.7% antibacterials, 4.3% growth hormones, 2.8% antiretrovirals and 11.5% others. Satisfaction was rated with an average of 14.6 points for the dispensing process, 19.4 for the teleconsultation and 19.7 for the overall project, with a total of 53.7 points.

Conclusion and relevance Because of the telematic consulting programme, we have innovated, with technological tools, continuity of pharmaceutical care, which does not require a visit to the hospital, facilitating delivery of the medication to the patient. Also, patient satisfaction was high.

Conflict of interest No conflict of interest