Waiting Time of Pharmacy Service as an Indicator of Patient Satisfaction: A Systematic Review

Kusumowardhani, Dyani; Ilyas, Yaslis

doi:10.26911/the6thicph.04.52

Cited by 2 publications

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“…Excessive waiting time shows the lack of efficiency of pharmacy services. Such delay leads to dissatisfaction, loss of patronage and poor patients' compliance (Kusumowardhani & Ilyas, 2019;Lin et al, 1999). Therefore, waiting time should be addressed as part of good management practice.…”

Section: Introductionmentioning

confidence: 99%

Factors affecting waiting time in Outpatient Pharmacy at Hospital Raja Perempuan Zainab II (HRPZ II)

FAHRURAZI¹,

Ibrahim²,

Mafauzy³

et al. 2022

JoP

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Introduction: World Health Organization (WHO) has identified that patient waiting time as one of the most important measurements of a responsive health system for healthcare services. Outpatient pharmacy is associated with patient waiting time as the indicator for satisfaction of the services. This study aimed to determine the factors affecting waiting time in Hospital Raja Perempuan Zainab II, Kelantan. Materials and method: A cross sectional study was conducted by collecting prescription received in outpatient pharmacy from 1st October 2020 till 31st December 2020. All prescriptions prescribed manually were excluded. Multiple linear regression was performed to determine the factors affecting waiting time and the data were analysed using SPSS version 25. Results: A total of 248 prescriptions were collected in outpatient pharmacy. The mean waiting time in outpatient pharmacy was 23.0 minutes (SD = 11.0). Waiting time was found to be associated with number of medications in the prescription, number of staff working on that day, prescriptions which required intervention and filling personnel. Conclusion: The waiting time at the outpatient pharmacy of HRPZ II indicated the acceptable range of quality services which met the patient’s satisfaction. Future studies are needed to confirm the satisfaction level of patients and further improve quality of the service.

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Section: Introductionmentioning

confidence: 99%

Factors affecting waiting time in Outpatient Pharmacy at Hospital Raja Perempuan Zainab II (HRPZ II)

FAHRURAZI¹,

Ibrahim²,

Mafauzy³

et al. 2022

JoP

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“…Several previous lean method studies related to the analysis of waiting time in pharmacy services have been carried out. However, most of the outputs only proposing some improvement based on the findings of value added activities, nonvalue added activities, types of waste, and the root of causes [11], [12], [13], [14]. Therefore, there was a little real improvement to the service process at hospital.…”

Section: Introductionmentioning

confidence: 99%

Implementation of Lean Kaizen to Reduce Waiting Time for the Indonesian Health Social Security Agency Prescription Services in Hospital Pharmacy InstallationImplementation of Lean Kaizen to Reduce Waiting Time for the Indonesian Health Social Security Agency Prescription Services in Hospital Pharmacy Installation

Yuliati

Andriani

2021

Open Access Maced J Med Sci

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BACKGROUND: The second largest Health Social Security Agency (BPJS) outpatients visits in Hospital Pharmacy Installation, Indonesia, has reached 450-600 visits / day between 2017 and 2018. This has an impact on the number of prescriptions to be served. Simultaneous doctor practice schedule and less human resources are the reasons for not achieving the service standard time set by the Ministry of Health (≤60 minutes for concoctions and ≤30 minutes for non-concoctions). AIM: The purpose of this study was to determine the waiting time for BPJS prescription services in the current state and future state after the implementation of lean kaizen through Plan-Do-Check-Act (PDCA) approach at Grha Permata Ibu (GPI) Hospital. METHODS: The research method is operational research with qualitative and quantitative approaches through direct observation and in-depth interviews. RESULTS: The implementation of lean kaizen decreased the lead time from 135.31 minutes to 9.11 minutes in scenario-1 and 7.49 minutes in scenario-2 and a decrease in lead time from 185.17 minutes to 31.09 minutes in scenario-1 and 29,15 minutes in scenario-2 for the concoctions. PDCA in lean kaizen is for use in conditions where waste is most closely related to human behavior, but there is still a waste motion that has not been intervened. CONCLUSION: This study suggests an updating information to prioritize changes in pharmaceutical layout, carry out continuous monitoring, and encourage IT to develop IT-based pharmaceutical services.

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Waiting Time of Pharmacy Service as an Indicator of Patient Satisfaction: A Systematic Review

Cited by 2 publications

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Factors affecting waiting time in Outpatient Pharmacy at Hospital Raja Perempuan Zainab II (HRPZ II)

Factors affecting waiting time in Outpatient Pharmacy at Hospital Raja Perempuan Zainab II (HRPZ II)

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