The Perceived Waiting Time versus the Actual Drug Waiting Time in the Outpatient Pharmacy at Persada Hospital
Abstract: The target of
quality service for Persada Hospital outpatient pharmacy has been achieved in which
the average time spent on waiting for the non-compounded drug is 11 minutes and
for the compounded drug is 25 minutes. That achievement has not been able to
alter the perceived length of the drug waiting time at the outpatient pharmacy
evidenced by the number of losses resulting from unattended prescriptions due
to the long wait. This study is aimed to find out and analyze the main factors
leading to the perceived length of drug waiting time at the outpatient pharmacy
and come up with alternative solutions thereto. The employed method in this
study is descriptive qualitative research comprising the observation, interview
and the collection of secondary data. The researchers conducted an observation
on the process and flow of the prescription service of the outpatient pharmacy
and proceeded to the focus group discussion to discover the main problems using
Fish Bone Diagram. The uncertain length
of the wait time was found to be the major cause. To resolve the issue of the
uncertainty of the waiting time, the Time Motion Study was conducted on the
service response time as a follow up by providing the estimated waiting
duration guide (information) for the
outpatient pharmacy. This guide comprises 3 categories of the service waiting
time of 10-15 minutes, 25-45 minutes, and 25-60 minutes.
Keywords: outpatient pharmacy,
perceived waiting time, uncertainty
Penulis: Lisa Setiawati
Kode Jurnal: jpfarmasidd180058
