Optimizing Outpatient Pharmacy Waiting Time at Andalas University Hospital: A 5M1E Framework Analysis

Background: Waiting time is one of the key performance indicators in outpatient pharmacy services that directly influences patient satisfaction and service quality. At Andalas University Hospital, outpatient pharmacy services have struggled to meet national standards for waiting time.

Objective: This study aims to analyze the factors contributing to prolonged waiting times in the outpatient pharmacy unit at Andalas University Hospital and propose targeted solutions for service improvement.

Methods: A qualitative descriptive study was conducted using the 5M1E (Man, Method, Machine, Material, Money, and Environment) approach. Data were collected through in-depth interviews, observations, and document review from January to November 2022. Triangulation was performed to validate the findings.

Results: The average waiting time for non-compounded prescriptions was 32 minutes 53 seconds, exceeding the national standard of ≤30 minutes. Key contributing factors included uneven staff scheduling, competency disparities, physician non-compliance with the National Formulary, lack of electronic prescribing systems, SIMRS limitations, inadequate inventory monitoring, limited training hours, and suboptimal physical workflow. Comprehensive problem-solving strategies addressing each factor were proposed, including workforce redistribution, electronic system upgrades, inventory management improvements, and expanded staff training.

Conclusion: Multiple interconnected factors contribute to extended outpatient pharmacy waiting times. An integrated intervention addressing human, technological, operational, and policy-related factors is essential to meet national standards and improve patient satisfaction. The 5M1E framework provides a valuable tool for healthcare quality improvement initiatives.

Keywords: Pharmacy waiting time, Outpatient pharmacy, 5M1E analysis, Hospital service quality, Health service improvement