Optimising Outpatient Pharmacy Staffing to Minimise Patients Queue Time using Discrete Event Simulation

Journal of Information Systems Engineering and Business Intelligence Pub Date : 2021-10-28 DOI:10.20473/jisebi.7.2.102-111

P. Amelia, A. Lathifah, Muhammad Dliya'ul Haq, Christoph Lorenz Reimann, Yudi Setiawan

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引用次数: 2

Abstract

Background: To remain relevant in the customer-oriented market, hospitals must pay attention to the quality of services and meet customers' expectations from admission to discharge stage. For an outpatient customer, pharmacy is the last unit visited before discharge. It is likely to influence patient satisfaction and reflect the quality of hospital's service. However, at certain hospitals, the waiting time is long. Resources need to be deployed strategically to reduce queue time. Objective: This research aims to arrange the number of staff (pharmacists and workers) in each station in the pharmacy outpatient service to minimise the queue time.Methods: A discrete simulation method is used to observe the waiting time spent at the pharmacy. The simulation run is valid and effective to test the scenario. Results: It is recommended to add more personnel for the non-compounding medicine and packaging to reduce the waiting time by 22.41%Conclusion: By adding personnel to non-compounding and packaging stations, the system performance could be improved. Cost-effectiveness analysis should be done to corroborate the finding. Keywords: Discrete Event Simulation, Hospital, Outpatient Service, Pharmacy Unit, System AnalysisBackground: To remain relevant in the customer-oriented market, hospitals must pay attention to the quality of services and meet customers' expectations from admission to discharge stage. For an outpatient customer, pharmacy is the last unit visited before discharge. It is likely to influence patient satisfaction and reflect the quality of hospital's service. However, at certain hospitals, the waiting time is long. Resources need to be deployed strategically to reduce queue time. Objective: This research aims to arrange the number of staff (pharmacists and workers) in each station in the pharmacy outpatient service to minimise the queue time.Methods: A discrete simulation method is used to observe the waiting time spent at the pharmacy. The simulation run is valid and effective to test the scenario. Results: It is recommended to add more personnel for the non-compounding medicine and packaging to reduce the waiting time by 22.41%Conclusion: By adding personnel to non-compounding and packaging stations, the system performance could be improved. Cost-effectiveness analysis should be done to corroborate the finding. Keywords:Discrete Event Simulation, Hospital, Outpatient Service, Pharmacy Unit, System Analysis

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使用离散事件模拟优化门诊药房人员配置以最小化患者排队时间

背景:医院要在以客户为导向的市场中立于不败之地，必须从入院到出院阶段都注重服务质量，满足客户的期望。对于门诊病人来说，药房是出院前拜访的最后一个单位。这可能会影响患者的满意度，反映医院的服务质量。然而，在某些医院，等待时间很长。需要战略性地部署资源以减少排队时间。目的:本研究旨在安排药房门诊各服务站的工作人员(药剂师和工人)数量，以减少排队时间。方法:采用离散模拟的方法，对患者在药店等待的时间进行观察。仿真运行对该方案进行了有效的测试。结果:建议增加非配药和包装人员，可使等待时间减少22.41%。结论:增加非配药和包装人员可提高系统性能。应进行成本效益分析以证实这一发现。背景:医院要想在以客户为导向的市场中立于不败之地，就必须注重服务质量，从入院到出院阶段都要满足客户的期望。对于门诊病人来说，药房是出院前拜访的最后一个单位。这可能会影响患者的满意度，反映医院的服务质量。然而，在某些医院，等待时间很长。需要战略性地部署资源以减少排队时间。目的:本研究旨在安排药房门诊各服务站的工作人员(药剂师和工人)数量，以减少排队时间。方法:采用离散模拟的方法，对患者在药店等待的时间进行观察。仿真运行对该方案进行了有效的测试。结果:建议增加非配药和包装人员，可使等待时间减少22.41%。结论:增加非配药和包装人员可提高系统性能。应进行成本效益分析以证实这一发现。关键词:离散事件模拟，医院，门诊，药房，系统分析

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来源期刊

Journal of Information Systems Engineering and Business Intelligence

CiteScore

0.30

自引率

0.00%

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