The Study on Waiting Time for Prescription filling, Happiness among Personnel and Pharmacy Services in Outpatient Department at Si Songkhram Hospital

Abstract

Objective: To study patients’ waiting time, happiness among workers and pharmacy service system of pharmacy services in outpatient department at Si Songkhram Hospital. Methods: This research was a mixed method study conducted in July-September 2021. Quantitative research involved data collection on happiness among 15 workers using the Happinometer developed by the Institute for Population and Social Research, Mahidol University and waiting time for prescription filling. Qualitative research employed group discussion and observation to collect data on process on prescription filling and drug dispensing. Results: Personnel in pharmacy department consisted of 7 pharmacists, 9 females, 12 of those under 40 years old. Mean happiness score was 63.14±6.47 (out of the full score of 100). The service system consisted of 5 steps including 1) receiving a prescription and printing a sticker, 2) attaching the sticker, 3) prescription filling, 4) checking and 5) dispensing. The average waiting time was 50.74±10.19 minutes, which was more than quality standard for hospitals (P<0.0001). The longest time spent in prescription filling and waiting for prescription filling was 44.69±9.67 and 11.51±0.86 minutes, respectively. Factors contributing to long waiting time were limited manpower in prescription filling, ambiguous assignment of responsibilities, medications with pill counting needed to fill prescription, limited space for prescription filling, drug shelf not suitable for the list of drugs available in the service. and lack of communication among workers. Conclusion: The study on pharmacy service in outpatient department at Si Songkhram Hospital revealed the employees were happy with their job. However, a waiting time was more than standard time. Therefore, there is an urgent need to improve work system by using the suggestion obtained from this study.