Effectiveness of Wait Time Targets and Patient Satisfaction Feedback in Decreasing Wait Times for Prescription Services in an Outpatient Pharmacy

Leemanza, Yulia and Kristin, Erna (2023) Effectiveness of Wait Time Targets and Patient Satisfaction Feedback in Decreasing Wait Times for Prescription Services in an Outpatient Pharmacy. Canadian Journal of Hospital Pharmacy, 1 (7). ISSN 00084123

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Abstract

Background: Long wait times for prescription services at the Outpatient Pharmacy of the Dr. OEN SOLO BARU Hospital in Indonesia have led to high numbers of complaints. In response, to decrease these wait times, the hospital undertook an intervention to determine wait time targets and provide feedback on patient satisfaction to personnel in the Outpatient Pharmacy. Objective: To measure the impact of providing wait time targets and patient satisfaction feedback to pharmacists in terms of decreasing wait times for prescription services at the Outpatient Pharmacy. Methods: This quasi-experimental research study had a single-group interrupted time-series design. Data on wait times and patient satisfaction were collected from “waiting patients”. The study participants were 35 employees (6 pharmacists and 29 technicians), and the intervention entailed provision of wait time targets and patient satisfaction feedback to the participants every week for 5 consecutive weeks. Results: The wait times for prescription services decreased by 11.13 minutes (17) for compounded prescriptions and by 12.70 minutes (37) for noncompounded prescriptions. There was a significant change in average wait time for both compounded and noncompounded prescription services from week 0 to week 4 (p < 0.001). There was also a significant change in patient satisfaction from week 0 to week 4 (p < 0.001). Patient satisfaction increased significantly in conjunction with the decrease in wait times for prescription services. Conclusions: The intervention of providing wait time targets and feedback on patient satisfaction to pharmacists helped to reduce wait times for prescription services. © 2023 Canadian Society of Hospital Pharmacists.

Item Type: Article
Additional Information: Cited by: 0; All Open Access, Bronze Open Access
Uncontrolled Keywords: adult; article; clinical pharmacy; cohort analysis; controlled study; drug dose; female; hospital pharmacist; human; Indonesia; male; multicenter study; patient satisfaction; pharmacist; prescription; time series analysis
Subjects: R Medicine > RM Therapeutics. Pharmacology
Divisions: Faculty of Medicine, Public Health and Nursing > Public Health and Nutrition
Depositing User: Mukhotib Mukhotib
Date Deposited: 20 May 2024 03:06
Last Modified: 20 May 2024 03:06
URI: https://ir.lib.ugm.ac.id/id/eprint/1279

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