The reduction overcrowding and waiting time in pharmaceuticals process, Nakornping Hospital

Abstract

Introduction: Pharmacy Department Nakornping Hospital developed a service system model to reduce overcrowding and shorten waiting times in the pharmaceuticals process.

Objective: To study the service models for reducing overcrowding and waiting times in pharmaceutical services through the drug dispensing at drug stores project and the postal drug delivery project and assess the satisfaction of the drug dispensing projects.

Methods: This research was a mixed methods approach, comprising two phases of study: 1) a retrospective descriptive study to analyze trends in the service system model aimed at reducing overcrowding and waiting times, and 2) a cross-sectional survey to assess satisfaction levels. The sample groups for the satisfaction survey include the pharmacy dispensing program working group (consisting of 35 members), 188 patients who received medication through the drug store and 103 patients who received medication via postal services voluntarily participated in the survey during the period from March 2023 to April 2023. The research tools utilized in this study consist of: data collection tools, including organizing a forum for brainstorming with the working group on the dispensing program, patient satisfaction assessment, and user satisfaction assessment. Quantitative data were analyzed using descriptive statistics, while qualitative data would undergo content analysis.

Results: The result of the drug dispensing model revealed into two patterns: 1) Picking up medication at the drug store, and 2) Receiving medication through the postal service. After the implementation of this model resulted in a total of 5,635 registered patients for both drug store and postal service options. Notably, there had been a continuous upward trend, with an average increase of 60 patients per month for the drug store model (p=0.002, 95% CI=29.63 - 93.17) and an increase of 499 patients per month for the postal service model (p=0.001, 95% CI=289.23 - 708.97). The drug dispensing model had demonstrated a 2.71% reduction in overcrowding and waiting times in hospitals. Among the participating patients, the highest level of satisfaction was reported by those who opted for receiving medication at the drug store (Mean 4.85 ± 0.34). Similarly, high levels of satisfaction were also observed among patients who chose to receive medication through the postal service (Mean4.31 ± 0.34). Overall, the service system model users expressed a high level of satisfaction (Mean 4.20 ± 0.35).

Conclusions: This model reduces waiting times in hospitals and enhances patient satisfaction by providing the convenience of receiving medication either at a drug store or through the postal service. Thus, this approach effectively addresses the issues of overcrowding and waiting times in hospitals.