Background and Importance The opening of a pharmaceutical care service for onco-haematology patients (OHP) in the midst of the health care crisis caused by the COVID19 pandemic, made it possible to maintain the healthcare activity, avoid the collapse and provide the opportunity to implement Comprehensive Medication Management (CMM).

Aim and Objectives To investigate the pharmacotherapeutic experience of OHP in outpatient therapy with CMM services; to know important aspects perceived for the identification of barriers/facilitators that determine the quality of the service and proposals for improvement.

Material and Methods Descriptive observational design with a qualitative approach, using informal and semi-structured in-depth interviews (participant observation and peer review) during January-June 2021. ATLAS.ti software was used for content analysis. Oncohaematology patients in outpatient therapy with any medication-related problem and who received CMM services were interviewed. Those who, due to cognitive limitation, could not be interviewed or who did not have a caregiver/family member available were excluded.

Results 19 interviews were conducted: 57.89% patients and 42.10% caregivers; 57.89% were women. All patients were very satisfied with the care received, the vast majority preferred to be attended by a pharmacist, and valued telepharmacy as an alternative or complementary option. The vision of the pharmacy professional as an expert in medicines improves. They suggest improvement related to location, waiting times and greater accessibility of the pharmacist. After the researchers’ reflective process, were identified as barriers: care pressure, limited time/resources, lack of interlevel coordination, and facilitators: prioritisation of interventions, integration of pharmacist in the multidisciplinary team, trust in the pharmacist and the new model of care. Improvement strategies: provision of human/material resources with release of pharmacist’s time to provide the CMM, extension of hours, information management with the development of personal learning environment and use of programs for recording/integration of information and interventions.

Conclusion and Relevance Delving into patients‘ experiences can be key to improving the quality of care. In our case, the implementation of the CMM service in OHP has been a challenge and an opportunity in the current context of the COVID-19 pandemic. The pharmacy adapted to the needs and implemented a new model of care with excellent acceptance by users.

Conflict of Interest No conflict of interest