TY  - JOUR
T1  - When Dispensing Speed and Service Volume Define Quality, What Becomes Invisible? Examining How Performance Indicators Redirect Attention and Effort in Pharmacy Practice
A1  - Elena Petrova
A1  - Ravi Patel
A1  - Ingrid Larsen
JF  - Annals of Pharmacy Education, Safety, and Public Health Advocacy
JO  - Ann Pharm Educ Saf Public Health Advocacy
SN  - 3108-4850
Y1  - 2023
VL  - 3
IS  - 2
DO  - 10.51847/4rTV6iBGzV
SP  - 143
EP  - 151
N2  - Pharmacy performance indicators are necessary for managing timeliness, productivity, safety, and service delivery, yet easily counted indicators can become practical definitions of quality when they dominate reporting, comparison, incentives, and managerial attention. This conceptual article examines how dispensing speed, service volume, and throughput can remain legitimate operational measures while providing only a partial view of pharmacy quality. It develops an assumption-challenging account linking selective visibility, attention and effort allocation, and feedback between measured performance and work organization. Underrepresented work can include safety control, counseling, continuity, equitable access, and adaptive activity that maintains reliable care under strain. Metric-induced redirection is presented as conditional: it is most plausible when salient measures are consequential, time and resources are constrained, and weakly measured quality functions lack organizational protection. Counter-metrics should therefore complement rather than simply replace throughput indicators. The contribution is a framework for asking what a metric makes decision-relevant, what it leaves weakly visible, and when that visibility can alter the work being assessed.
UR  - https://smerpub.com/article/when-dispensing-speed-and-service-volume-define-quality-what-becomes-invisible-examining-how-perfo-1wuvxxf9f4cvo83
ER  -