The Impact of Lean Management Implementation on Waiting Time and Satisfaction of Patients and Staff at an Outpatient Pharmacy of a Comprehensive Cancer Center in Jordan

2020 ◽  
pp. 001857872095414
Author(s):  
Suzan Hammoudeh ◽  
Abdullah Amireh ◽  
Saad Jaddoua ◽  
Lama Nazer ◽  
Enas Jazairy ◽  
...  
Keyword(s):  
Patient Satisfaction ◽  
Waiting Time ◽  
Comprehensive Cancer Center ◽  
Cancer Center ◽  
Lean Management ◽  
Pharmacy Staff ◽  
Full Implementation ◽  
Patient Waiting Time ◽  
The Impact ◽  
Patient Waiting

Background: Patient satisfaction with outpatient pharmacy services at our institution was below the target level, due mainly to long waiting times. A lean management strategy to reduce patient waiting time and increase the satisfaction of both patients and staff was developed and implemented. Methods: The project was conducted in the outpatient pharmacy of a comprehensive cancer center in Amman, Jordan. The process started with formation of a multidisciplinary team and A3 problem-solving, which is a 10-step scientific method with measurable patient-centered outcomes. Average patient waiting time and level of patient satisfaction were compared before and after full implementation of the process. In addition, a survey was conducted among the pharmacy staff who worked in the outpatient pharmacy during the process to determine its impact on staff satisfaction. Results: Patient waiting time for prescriptions of fewer than 3 medications and of 3 medications or more decreased significantly (22.3 minutes vs 8.1 minutes, P < .001, and 31.8 minutes vs 16.1 minutes, P < .002, respectively), and patient satisfaction increased (62% vs 69%; P = .005) after full implementation of the project. The majority of the pharmacy staff reported that the process motivated them in their work and that both their jobs and their relationships with their managers and colleagues had improved. Conclusion: Application of lean management in an outpatient pharmacy was effective in reducing patient waiting time and improving the satisfaction of both patients and employees.

scholarly journals The Impact of Longer Consultation Time: A Simulation-Based Approach

2020 ◽  
Vol 11 (05) ◽  
pp. 857-864
Author(s):  
Abdulrahman M. Jabour
Keyword(s):  
Waiting Time ◽  
Quality Care ◽  
Working Hours ◽  
Discrete Events ◽  
Simulation Based ◽  
Patient Waiting Time ◽  
Free Environment ◽  
The Impact ◽  
Consultation Time ◽  
Patient Waiting

Abstract Background Maintaining a sufficient consultation length in primary health care (PHC) is a fundamental part of providing quality care that results in patient safety and satisfaction. Many facilities have limited capacity and increasing consultation time could result in a longer waiting time for patients and longer working hours for physicians. The use of simulation can be practical for quantifying the impact of workflow scenarios and guide the decision-making. Objective To examine the impact of increasing consultation time on patient waiting time and physician working hours. Methods Using discrete events simulation, we modeled the existing workflow and tested five different scenarios with a longer consultation time. In each scenario, we examined the impact of consultation time on patient waiting time, physician hours, and rate of staff utilization. Results At baseline scenarios (5-minute consultation time), the average waiting time was 9.87 minutes and gradually increased to 89.93 minutes in scenario five (10 minutes consultation time). However, the impact of increasing consultation time on patients waiting time did not impact all patients evenly where patients who arrive later tend to wait longer. Scenarios with a longer consultation time were more sensitive to the patients' order of arrival than those with a shorter consultation time. Conclusion By using simulation, we assessed the impact of increasing the consultation time in a risk-free environment. The increase in patients waiting time was somewhat gradual, and patients who arrive later in the day are more likely to wait longer than those who arrive earlier in the day. Increasing consultation time was more sensitive to the patients' order of arrival than those with a shorter consultation time.

The impact of adding clinical assistants on patient waiting time in a crowded emergency department

2012 ◽  
Vol 30 (12) ◽  
pp. 1017-1019 ◽  
Author(s):  
Edward Pei-Chuan Huang ◽  
Sot Shih-Hung Liu ◽  
Cheng-Chung Fang ◽  
Hao-Chang Chou ◽  
Chih-Hung Wang ◽  
...  
Keyword(s):  
Emergency Department ◽  
Waiting Time ◽  
Patient Waiting Time ◽  
The Impact ◽  
Patient Waiting

Impacts of a Mail-Order Service for Refilling Prescriptions on Patient Satisfaction and Operational Load at a Comprehensive Cancer Center in Jordan

2020 ◽  
pp. 001857872092826
Author(s):  
Rasha S. AbuBlan ◽  
Wedad Awad ◽  
Randa Agha ◽  
Neveen Hejawi ◽  
Hala Srouji ◽  
...  
Keyword(s):  
Patient Satisfaction ◽  
Call Center ◽  
Hospital Setting ◽  
Storage Condition ◽  
Comprehensive Cancer Center ◽  
Cancer Center ◽  
Full Time ◽  
Mail Order ◽  
Time Required ◽  
The Impact

Background Mail-order services for refilling prescriptions for medications have been established in many countries and have increased patient satisfaction. We developed a mail-order service for the outpatient pharmacy of a comprehensive cancer center in Jordan. Objective To describe the implementation of a mail-order service and to report the impact of the service on patient satisfaction and the pharmacy workload. Methods A multidisciplinary team was formed to plan a mail-order service for refilling prescriptions for medications, and a survey was designed to evaluate patient satisfaction with the service. Patients were instructed to call the refill call center and order their medications at least 48 hours before their refill is due. The pharmacy workflow for refilling prescriptions was evaluated, and the time required with and without the mail-order service was documented, with a calculation of the time saved. Results At 1 year after the mail-order service had been established, 14 200 prescriptions had been refilled through the service, with the majority (97.5%) dispensed within 48 hours of the order time. As per the survey conducted with 219 patients, on the overall satisfaction, 69.4% reported being highly satisfied with the service and 27.9% reported being satisfied. The problems reported with the service were delay in arrival (n = 23, 10.5%), medication-related errors (n = 9, 4.1%), cash-related error (n = 1, 0.45%), improper storage condition (n = 1, 0.45%), and delivery to the wrong address (n = 4, 1.8%). The service was also associated with reduced overall time for processing in the outpatient pharmacy service; for patients receiving their medications from the pharmacy, resulting in reduced patients’ overall waiting time (from 11.4 to 8.2 minutes). The service resulted in saving of 0.4 full-time employee at 1 year of implementation. Conclusions A mail-order service for refilling prescriptions within a hospital setting had positive outcomes on both patient satisfaction and the pharmacy workflow. The major issues were related to transportation and logistics.

scholarly journals Analysis of Services on wait and Time Patient Satisfaction in Prof. dr. Soekandar Hospital

2019 ◽  
Vol 3 (1) ◽  
Author(s):  
Mas'ulun Mas'ulun
Keyword(s):  
Patient Satisfaction ◽  
Waiting Time ◽  
Quantitative Research ◽  
P Value ◽  
Pharmacy Services ◽  
Cross Sectional ◽  
Administrative Services ◽  
Patient Waiting Time ◽  
Analytic Design ◽  
Patient Waiting

Patient satisfaction is the main thing that a hospital needs to prioritize in order to survive  compete and maintain wahat  has  happened because the hospital is a business entity engaged in health services. This type of research is quantitative research with observational analytic design with cross-sectional approach. The sample size in this study is 103 respondents taken by simple random side. Data were collected using questionnaires and observation sheets, then analyzed using logistic regression test     Simultaneously administration, medical and pharmacy services have a significant effect on waiting time with Sig 0.005 <0.0. while partially only administrative service variables that affect the waiting time with a p-value of 0.036 <α = 0.05. Taken together the administrative services (x1) of medical services (x2) and pharmacy services (x3) are not related to Satisfaction (Y2). While partially there is no effect on satisfaction variables. There is a significant influence between waiting time and patient satisfaction. The results show that if the waiting time is fast then the patients will tend to be 9,435 times more likely to be satisfied. Satisfaction is greatly influenced by waiting time, therefore the hospital must always innovate by utilizing technology to shorten patient waiting time. shorten patient waiting time

scholarly journals The Use of Information Technology to Short the Waiting Time for Examination of Road Care Patients at RSU Islam Klaten

2021 ◽  
Vol 04 (01) ◽  
Author(s):  
Owin Bambang Wijanarko ◽  
Keyword(s):  
Information Technology ◽  
Patient Satisfaction ◽  
Health Services ◽  
Waiting Time ◽  
Waiting Times ◽  
Value Added ◽  
Outpatient Services ◽  
Cross Sectional ◽  
Patient Waiting Time ◽  
Patient Waiting

Background: Outpatient services are a reflection of hospital services.As a form of health service facility that organizes health efforts, hospitals often experience difficulties in managing information for both internal and external needs. One form of application is through service systems by utilizing information technology through the use of computer-based on information systems.The Lean Hospital concept, which has been successfully implemented in several hospitals, is expected to eliminate waste and add value added activity which will ultimately increase patient satisfaction. Purpose: The purpose of this study was to calculate patient waiting time with the application of information technology in the outpatient polyclinic of RSU Islam Klaten. Research methods: This type of research uses a descriptive analytic method. This research meth-od used a cross sectional approach. The sample in this study amounted to 81 respondents with the sampling technique using purposive sampling. The analysis in research using the t-test. The re-search instruments used included literature studies, interviews and direct observation of medical record officers, nurses of polyclinic nurses, registration departments, and patients at RSU Islam Klaten. Result: There is a significant relationship between waiting time and patient satisfaction p = 0.001. Patients with long waiting times were more dissatisfied (60.0%), while fast waiting times were more very satisfied (73.9%). Conclusion: The success of health services is seen from the patient's waiting time and patient satisfaction. Waiting time is the time used by patients to get health services from the registration point to getting in the doctor's examination room. Overall information technology shortens patient waiting time in parts of registration-polyclinic and Pharmacy.

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