Reduction of Waste of Waiting in Prescription Dispensing Process Using Queuing System and Simulation Model: A Case Study of Private Hospital in Khon Kaen Province
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Abstract
Reduction of waste of waiting is highly related to the increase in service receiver satisfaction. The aim of this research was to provide waste reduction for the prescription dispensing process by applying an amended queuing system and model simulation together with ECRS techniques. Data were collected via participant observations and in-depth interviews with 15 key informants and then analyzed through a process flow-chart mapping to determine value added activities, non-value added - but necessary activities, and non-value-added activities, together with ECRS techniques, queuing system analysis and simulation model. The results showed that the major contributors to non- value added time were associated with prescription waiting for verification and medication waiting for checking period. Model simulation demonstrated that by amending the queuing system, waiting time was reduced from 39.64 minutes to 13.88 minutes. Consequently, this contributed to more than a 75% improvement in service receiver satisfaction. Therefore, reduction of waste of waiting for prescription dispensing process should be emphasized among all staff as it is a predictor of service receiver satisfaction in order to improve efficiency and hospital service standards.
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