Identification of Factors Leading to Excessive Waiting Times in an Ambulatory Pharmacy

Abstract

A quality improvement approach incorporating the techniques of workflow analysis and time study was used in a study of excessive patient waiting time in a hospital's outpatient pharmacy. Investigators identified factors contributing to long waits by observing and timing pharmacy dispensing procedures. The results of the time study indicated that two-thirds of an average 2-hour wait occurred before filling prescriptions (49.2 minutes) and before data entry (35.8 minutes). Improvement strategies should therefore focus on improving the methods of, and the capacity for, order filling and data entry. The use of an automated dispensing system and additional data-entry terminals or a faster computer system were recommended. The approach used is a practical and accurate method for diagnosing system problems and lays a solid foundation for improvement strategies.