Applying the Lean Hospital Approach to Continual Improvement of Service Quality in the Outpatient Pharmacy at Dr. Hafiz Hospital

• Billi Syufrian

  Universitas Prof Dr Hafiz MPH

  Author

• Elim Sulfajrin

  Universitas Prof Dr Hafiz MPH

  Author

The pharmacy serves as a crucial component within hospital medical support infrastructure. Nonetheless, several challenges persist that impact patient satisfaction, including inefficient room layouts, insufficient drug inventories, and suboptimal service times. This study aims to identify key sources of waste and their underlying causes in the outpatient service process at Dr. Hafiz Hospital Pharmacy. Applying both qualitative and quantitative case study methods, the research includes observation of service workflows, distribution of value and waste questionnaires, and interviews. Value stream mapping of the prescription dispensing process revealed a lead time of 24.89 minutes with a Value Added Ratio (VAR) of 63% for general patients, 18.45 minutes and VAR of 67% for BPJS patients, and 14.72 minutes and VAR of 51% for non-dispensing prescriptions among general patients; BPJS non-dispensing prescriptions showed a lead time of 11.61 minutes and VAR of 56%. Transportation waste was identified as the most significant, accounting for 20.2% of total waste. Root causes included distant room layouts, unavailable prescribed medications, and discrepancies between doctors' requests and pharmacy stock.

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