Studying waiting time in pharmacy: A strategy for improving patient satisfaction
This study analyzes waiting times for compounded and non-compounded medication services and identifies factors influencing prescription delays in public and private hospitals in Surabaya. Using a quantitative cross-sectional design, the study collects data in two phases: the first focuses on outpati...
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| Format: | Article |
| Language: | English |
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Elsevier
2025-06-01
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| Series: | MethodsX |
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| Online Access: | http://www.sciencedirect.com/science/article/pii/S2215016125001281 |
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| author | Rika Yulia Ruddy Hartono Mufida Indrayanti Nur Palestin Ayumuyas Fauna Herawati |
| author_facet | Rika Yulia Ruddy Hartono Mufida Indrayanti Nur Palestin Ayumuyas Fauna Herawati |
| author_sort | Rika Yulia |
| collection | DOAJ |
| description | This study analyzes waiting times for compounded and non-compounded medication services and identifies factors influencing prescription delays in public and private hospitals in Surabaya. Using a quantitative cross-sectional design, the study collects data in two phases: the first focuses on outpatients and their prescription data sheets, while the second involves pharmacists and pharmacy technicians through a questionnaire. The average waiting time for compounded prescriptions was 80 min in public hospitals and 36 min in private hospital. For non-compounded prescriptions, the averages were 64 min in public hospitals and 43 min in private hospital, with some cases as low as 28 min. These results exceed the Ministry of Health standards of 60 min for compounded drugs and 30 min for non-compounded drugs. The main factors influencing waiting times were the high workload of pharmacy staff during peak hours, the number of items in prescriptions, and insufficient pharmacy staff.Patient satisfaction in the outpatient division is associated with • Information technology, • Standard operating procedures, and • Human resources. |
| format | Article |
| id | doaj-art-cebbd3d8856e45f9a7e9dcd2c5739cd0 |
| institution | Kabale University |
| issn | 2215-0161 |
| language | English |
| publishDate | 2025-06-01 |
| publisher | Elsevier |
| record_format | Article |
| series | MethodsX |
| spelling | doaj-art-cebbd3d8856e45f9a7e9dcd2c5739cd02025-08-20T03:24:48ZengElsevierMethodsX2215-01612025-06-011410328210.1016/j.mex.2025.103282Studying waiting time in pharmacy: A strategy for improving patient satisfactionRika Yulia0Ruddy Hartono1Mufida Indrayanti2Nur Palestin Ayumuyas3Fauna Herawati4Department of Clinical and Community Pharmacy, Faculty of Pharmacy, University of Surabaya, Jalan Raya Kalirungkut, Surabaya, 60293, IndonesiaDepartment of Pharmacy, Rumah Sakit Bhayangkara H.S. Samsoeri Mertojoso, Jalan Ahmad Yani No. 116, Surabaya, 60231, IndonesiaDepartment of Pharmacy, Rumah Sakit Husada Utama, Jalan Prof. Dr. Moestopo No. 31-35 (Jl. Petojo), Surabaya 60131, IndonesiaDepartment of Pharmacy, Rumah Sakit Umum Daerah Haji Provinsi Jawa Timur, Jalan Manyar Kertoadi, Surabaya, 60116, IndonesiaDepartment of Clinical and Community Pharmacy, Faculty of Pharmacy, University of Surabaya, Jalan Raya Kalirungkut, Surabaya, 60293, Indonesia; Corresponding author.This study analyzes waiting times for compounded and non-compounded medication services and identifies factors influencing prescription delays in public and private hospitals in Surabaya. Using a quantitative cross-sectional design, the study collects data in two phases: the first focuses on outpatients and their prescription data sheets, while the second involves pharmacists and pharmacy technicians through a questionnaire. The average waiting time for compounded prescriptions was 80 min in public hospitals and 36 min in private hospital. For non-compounded prescriptions, the averages were 64 min in public hospitals and 43 min in private hospital, with some cases as low as 28 min. These results exceed the Ministry of Health standards of 60 min for compounded drugs and 30 min for non-compounded drugs. The main factors influencing waiting times were the high workload of pharmacy staff during peak hours, the number of items in prescriptions, and insufficient pharmacy staff.Patient satisfaction in the outpatient division is associated with • Information technology, • Standard operating procedures, and • Human resources.http://www.sciencedirect.com/science/article/pii/S2215016125001281A direct observation as a part of Lean Six Sigma with Time-Motion Analysis |
| spellingShingle | Rika Yulia Ruddy Hartono Mufida Indrayanti Nur Palestin Ayumuyas Fauna Herawati Studying waiting time in pharmacy: A strategy for improving patient satisfaction MethodsX A direct observation as a part of Lean Six Sigma with Time-Motion Analysis |
| title | Studying waiting time in pharmacy: A strategy for improving patient satisfaction |
| title_full | Studying waiting time in pharmacy: A strategy for improving patient satisfaction |
| title_fullStr | Studying waiting time in pharmacy: A strategy for improving patient satisfaction |
| title_full_unstemmed | Studying waiting time in pharmacy: A strategy for improving patient satisfaction |
| title_short | Studying waiting time in pharmacy: A strategy for improving patient satisfaction |
| title_sort | studying waiting time in pharmacy a strategy for improving patient satisfaction |
| topic | A direct observation as a part of Lean Six Sigma with Time-Motion Analysis |
| url | http://www.sciencedirect.com/science/article/pii/S2215016125001281 |
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