Study of Waiting Time Efficiency in the Outpatient Pharmacy of the Haji General Hospital East Java in Supporting the Implementation of Lean Management

The efficient delivery of pharmacy services is crucial for ensuring patient satisfaction
and optimal healthcare outcomes. In outpatient settings, long wait times for medication
retrieval can significantly hinder service quality and patient experience. At Haji Surabaya
Hospital, the average wait time for compounded medications reaches 75 minutes,
exceeding the established standard of 60 minutes, while non-compounded medications
take approximately 45 minutes, surpassing the 30-minute target. This discrepancy
highlights a critical gap in the pharmacy's operational efficiency, necessitating a thorough
investigation into the underlying causes of these delays. The aim of this research is to
identify the key factors contributing to prolonged wait times and to propose actionable
solutions to enhance pharmacy service delivery. A mixed-methods approach was
employed, combining qualitative interviews with pharmacy staff and quantitative analysis
of prescription processing times. The findings reveal several significant issues, including
manual prescription input processes, inefficient administrative activities, complex
compounding procedures, lack of integration with outpatient clinics, and suboptimal
pharmacy layout. Based on these insights, the study proposes targeted solutions such as
implementing automated systems, standardizing procedures, improving communication
channels, and reorganizing the pharmacy layout to streamline operations and reduce wait
times. These recommendations are essential for improving service quality and ensuring
that patients receive timely and effective care.
Keywords: Pharmacy Services, Wait Times, Operational Efficiency, Patient Satisfaction,
Medication Retrieval, Lean Management