Re-Layout of Service Room to Overcome Waiting Time of Finished Drug Services in Outpatient Pharmacy of dr. Iskak General Hospital Tulungagung


  • Wahyu Yulianto Program Studi Magister Manajemen Rumah Sakit Fakultas Kedokteran Universitas Brawijaya Malang
  • Sujianto Sujianto Rumah Sakit Umum Daerah dr. Iskak Tulungagung
  • Tita Hariyanti Program Studi Magister Manajemen Rumah Sakit Fakultas Kedokteran Universitas Brawijaya Malang


waiting time, focus group discussion, re-layout, pharmacy




Background: The minimum standard waiting time for finished drug services in an outpatient pharmacy depot is less than 30 minutes. However, the implementation of standard waiting time for finished drug services at dr. Iskak General Hospital Tulungagung is still above the standard that is 69.83 minutes. This study aimed to analyze the factors causing the long waiting time for finished drug services in outpatient pharmacy and to find solutions to overcome the long waiting time.

Methods:  This research used a qualitative method, and the data collection was carried out by observation, interviews, and focus group discussions (FGD).

Results:  The observation results show that the actual time required to complete one prescription was 11 minutes and 50 seconds. The roots of the problem identified were the accumulation of prescriptions in the administration of the outpatient pharmacy depot, inefficient service layout, and low utilization of information technology. The results of the FGD illustrated the alternative solutions to the regulation of prescription arrival by setting the doctor schedule, the application of electronic prescriptions, and spatial arrangements for outpatient pharmacy depots.

Conclution: This study concluded that ineffective service layout is a very influential factor in the waiting time for finished drug services in the pharmacy. Arrangement of the outpatient pharmacy service layout can reduce the waiting time for drug services into less than 30 minutes.

Keywords: waiting time, focus group discussion, re-layout, pharmacy


Download data is not yet available.


Kementrian Kesehatan RI. permenkes nomor 72 tahun 2016. 2016;

Kemenkes RI. Permenkes no 44 tahun 2016 tentang Pedoman Manajemen Puskesmas. 2016;

Coccia M, National I. The Fishbone diagram to identify, systematize and analyze the sources of general purpose technologies. 2018;(January).

Retnowati D. Re-Layout Fasilitas Produksi Industri Sheet Metal Working Berbasis Job Shop Dengan Pendekatan Linear. 2013;1–5.

Aeenparast A, Tabibi SJ, Shahanaghi K, Aryanejhad MB. Reducing outpatient waiting time: a simulation modeling approach. Iran Red Crescent Med J. Kowsar Medical Institute; 2013;15(9):865.

Gastadeka DA. Analisa Layout Fasilitas Produksi Mebel dengan Menerapkan Metode Line Balancingdi CV. Mugiharjo Mojosongo Boyolali. 2012;

Prabowo R. Penerapan Konsep Line Balancing Untuk Mencapai Efisiensi Kerja yang Optimal pada Setiap Stasiun Kerja pada PT. HM. Sampoerna Tbk. J IPTEK. 2016;20(2):9–20.

Nancy, Marchaban PEW. Pendekatan Lean Hospital Untuk Perbaikan Berkelanjutan Proses Pelayanan Instalasi Farmasi Rumah Sakit. 2013;91–8.

Firman F, Koentjoro T, Widodo KH, Utarini A. The Effect Of Lean Six Sigma Toward Maternal Emergency Lead Time In Penembahan Senopati Hospital, Bantul, Yogyakarta.

Chan HY, Lo SM, Lee LLY, Lo WYL, Yu WC, Wu YF, et al. Lean techniques for the improvement of patients’ flow in emergency department. World J Emerg Med. The Second Affiliated Hospital of Zhejiang University School of Medicine; 2014;5(1):24.

Kovacevic M, Jovicic M, Djapan M, Zivanovic-Macuzic I. Lean Thinking In Healthcare: Review Of Implementation Results. Int J Qual Res. 2016;10(1).

Johannessen KA, Alexandersen N. Improving accessibility for outpatients in specialist clinics: reducing long waiting times and waiting lists with a simple analytic approach. BMC Health Serv Res. BioMed Central; 2018;18(1):827.







Most read articles by the same author(s)

1 2 > >>