Improving Home Delivery Services in Cleveland Clinic Abu Dhabi Through Pharma-cist-Led Interventions and Key Performance Indicator-Driven Strategies: A Quality Improvement Initiative.

The rapid expansion of home medication delivery services introduced new oper-ational and safety challenges, particularly in the post-pandemic era where pa-tient expectations, safety protocols, and remote care have taken center stage. At Cleveland Clinic Abu Dhabi (CCAD), Home Delivery (HD) was running opera-tionally but lacked structured pharmacist oversight, leading to inefficiencies and gaps in patient care. A quality improvement project was initiated to embed pharmacist-led interventions supported by Key Performance Indicators (KPIs) to enhance clinical safety, operational performance, and patient satisfaction. A strategic KPI dashboard was developed, covering clinical, operational, and pa-tient experience domains. Key metrics included Capture Rate, Counseling Rate, Cold Chain Compliance, Return to Stock (RTS) Rate, and Complaint Resolution. The intervention was delivered through a structured quality improvement model involving baseline assessment, system alignment, and pharmacist empower-ment. The intervention led to a 38% reduction in RTS, improved counseling documen-tation, fewer Force Dispense events, and greater pharmacist engagement. HD operations were aligned with Joint Commission International (JCI) standards, and the model proved scalable with minimal cost. The framework offers action-able guidance for hospital leaders seeking to enhance remote medication deliv-ery using measurable pharmacist contributions.