Analysis of Pharmacy Service Performance Improvement for BPJS Patients Using The Lean Method at XYZ Hospital
DOI:
https://doi.org/10.31004/jestm.v5i1.217Keywords:
Lean Hospital , Pharmacy , Value Stream MappingAbstract
Pharmacy services are a critical support unit within the healthcare system of hospitals, particularly for BPJS (Indonesia's National Health Insurance) patients, whose numbers continue to rise. However, pharmacy service processes often face several challenges, including prolonged waiting times, inefficient queues, lengthy initial registration procedures, and drug stock mismatches. This study aims to analyze and propose performance improvements in pharmacy services for BPJS patients at XYZ hospital using a Lean approach. The method employed in this research is Value Stream Mapping (VSM) to map out the service flow and identify waste. Data were collected through direct observation, interviews, and documentation, covering initial process mapping, service time for each process activity, and the number of prescriptions served monthly. The analysis revealed several non-value-adding activities affecting service efficiency, such as high waiting times, inefficient staff movements, drug stockouts, and disorganized drug storage. After implementing improvements based on Lean principles, average patient waiting time decreased, with compounding drug service time reduced from 23 to 20 minutes and non-compounded drug service time reduced from 17 to 14 minutes. The study concludes that applying the Lean method can significantly enhance the performance of pharmacy services. Strategic recommendations are also provided to maintain work efficiency and ensure continuous quality improvement at XYZ Hospital.
References
Abdullah, F., Rajgopal, J., Needy, K.L. (2002): A taxonomy of the process industry with a view to lean manufacturing. Proceedings of the American Society for Engineering Management, Tampa, FL, pp. 314–321.
Al-Araidah, O., Momani, A., Khasawneh, M., Momani, M. (2010): Lead-Time Reduction Utilizing Lean Tools Applied to Healthcare: The Inpatient Pharmacy at a Local Hospital
Beard, J. dan Wood, D. (2010): Application of Lean Principles can Reduce Inpatient Prescription Dispensing Times. The Pharmaceutical Journal (Vol. 284)
Graban, M. (2009); Lean Hospitals: Improving Quality, Patient Safety, and Employee Satisfaction, CRC Press, New York
Greena, C.F., Crawford, V., Bresnen, G. dan Rowe, P.H. (2014): A Waste Walk through Clinical Pharmacy: How do the ‘Seven Wastes’ of Lean Techniques Apply to the Practice of Clinical Pharmacists, International Journal of Pharmacy Practice
Halsall, D., Noyce, P.R. dan Ashcroft, D.M. (2012): Characterizing Healthcare Quality in the Community Pharmacy Setting: Insights from a Focus Group Study
Jackson, T.L. (2013): Mapping Clinical Value Streams, Rona Consulting Group & Productivity Press
Liker, J.K. (2002): The Toyota Way: 14 Prinsip Manajemen dari Perusahaan Manufaktur Terhebat di Dunia. Jakarta: Penerbit Erlangga.
Machado, V.C. dan Leitner, U. (2010): Lean Tools and Lean Transformation Process in Health Care
Rexhepi, L. dan Shrestha, P. (2011): Lean Service Implementation in Hospital: A Case study conducted in “University Clinical Centre of Kosovo, Rheumatology department”, Masters in Strategic Project Management, European
Permenkes RI, (2014): Standar Pelayanan Kefarmasian di Apotek No. 35, Menteri Kesehatan Republik Indonesia
Rico, R.A. dan Jagwani, J.M. (2015): Application of Lean Methods to Compounding Services in Hospital Pharmacy
Rother, M. dan John, S. (2003): Learning To See - Value Stream Mapping to Create Value and Eliminate Muda, The lean Enterprose Institute, Brookline, Massachusetts, USA.
Santos, J.P.F. (2014): Improvement of Pharmaceutical Services in Hospitals through Kaizen Lean Methodology, Kaizen Institute
The Pharmaceutical Journal (2009): Using the Lean Approach to Transform Pharmacy Services in an Acute Trust
Thomas L.J. (2009): 5S for Healthcare, Rona Consulting Group & Productivity Press, New York
Wickramasinghe, N., Al-Hakim, L., Gonzalez, C. dan Tan, J. (2014) : Lean Thinking for Healthcare, New York
Womack, J.P., Jones, D.T dan Ross, D (1990): The Machine That Changed The World.
Machimillan Publishing Company, Canada.
Womack, P.J. dan Jones, D.T. (1996): Lean Thinking: Banish Waste and Create Wealth in Your Corporation, Simon & Schuster, New York
Womack, P.J. dan Jones, T.D. (2005): Lean Solution, New York: Free Press.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 Rahmi M Nur, Yovita Yulia M. Zai Zai, Habibillah Iskandar
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
