Analisis Waktu Tunggu Pelayanan Obat dan Faktor-Faktor yang Mempengaruhinya di Instalasi Farmasi Rawat Jalan RSI Ibnu Sina Simpang Empat
Keywords:
Medication dispensing waiting time, outpatient pharmacy, qualitative study, hospital pharmacy, service qualityAbstract
Medication dispensing waiting time is a key indicator of pharmaceutical service quality that affects patient satisfaction, service efficiency, and hospital performance. Waiting times exceeding established standards may reduce service quality and delay patient therapy. This study aimed to describe medication dispensing waiting times at the Outpatient Pharmacy Installation of RSI Ibnu Sina Simpang Empat and to explore the factors contributing to prolonged prescription processing. A qualitative case study was conducted to explore the underlying causes of delayed medication dispensing. Data were collected through direct observation, in-depth interviews, and document review. Informants were selected purposively and included the Head of Medical Support Services, the Head of the Pharmacy Installation, the Outpatient Pharmacy Coordinator, pharmacists, and pharmacy technicians. Additionally, 461 outpatient prescriptions dispensed on 3 June 2026 were observed to measure actual waiting times. The average waiting time was 197 minutes for non-compounded medications and 230 minutes for compounded medications, far exceeding the Indonesian Minimum Service Standards of ≤30 minutes and ≤60 minutes, respectively. The qualitative findings identified several contributing factors, including insufficient staffing during peak hours, variations in staff competency, increasing prescription volume, limitations of the hospital information system, and medication stock availability problems that disrupted the dispensing process. In conclusion, medication dispensing waiting times at the Outpatient Pharmacy Installation of RSI Ibnu Sina Simpang Empat did not meet the applicable service standards. Quality improvement efforts should focus on optimizing human resources, strengthening information systems, improving pharmaceutical logistics management, and continuously evaluating service workflows to enhance operational efficiency and patient satisfaction.
References
Ahmad, M., & Wilkins, S. (2025). Purposive sampling in qualitative research: A framework for the entire journey. Quality & Quantity, 59, 1461–1479. https://doi.org/10.1007/s11135-024-02022-5
Austin, R., Antonio, F., & Pebriana, R. (2024). Antecedents of patient satisfaction with outpatient pharmacy services on patient well-being and hospital image. JMMR (Jurnal Medicoeticolegal dan Manajemen Rumah Sakit), 13(2), 265–276.
Creswell, J. W., & Poth, C. N. (2024). Qualitative inquiry and research design: Choosing among five approaches (5th ed.). Sage Publications.
Kementerian Kesehatan Republik Indonesia. (2008). Keputusan Menteri Kesehatan Republik Indonesia Nomor 129/Menkes/SK/II/2008 tentang Standar Pelayanan Minimal Rumah Sakit.
Kementerian Kesehatan Republik Indonesia. (2022). Keputusan Menteri Kesehatan Republik Indonesia Nomor HK.01.07/MENKES/1128/2022 tentang Indikator Nasional Mutu Pelayanan Kesehatan.
Leemanza, Y., & Kristin, E. (2023). Effectiveness of wait time targets and patient satisfaction feedback in decreasing wait times for prescription services in outpatient pharmacy. Canadian Journal of Hospital Pharmacy.
Miles, M. B., Huberman, A. M., & Saldaña, J. (2020). Qualitative data analysis: A methods sourcebook (4th ed.). Sage Publications.
Mumtaz, A. R. F., Annisaa', E., & Dini, I. R. E. (2025). Waktu tunggu pelayanan resep obat dan faktor yang memengaruhi di Instalasi Farmasi Rawat Jalan Rumah Sakit Nasional Diponegoro. Generics: Journal of Research in Pharmacy, 5(1), 63–73.
Pratiwi, M., Putri, D. K., Suswidiantoro, V., & Fitria, H. (2025). Evaluasi waktu tunggu pelayanan resep di Depo Farmasi Rawat Jalan RSUD Pringsewu. Jurnal Farmasi Aisyah, 4(1), 19–25.
Purwaningsih, A. E. D. A., Untsa, F., & Widyaningrum, R. (2025). Evaluasi waktu tunggu pelayanan resep obat racikan dan nonracikan berdasarkan Standar Pelayanan Minimal Rumah Sakit. Generics: Journal of Research in Pharmacy, 5(2), 131–141.
Ramadhan, S. D., Widyaningsih, C., & Wahyuni, A. (2025). Determining factors of patient satisfaction with pharmaceutical services: A systematic review. Journal of Pharmaceutical Science and Application, 6(2), 89–103.
Safitri, F., Murti, B., & Ichsan, B. (2024). Meta-analysis: Effect of waiting time on outpatient satisfaction in hospitals. Journal of Health Policy and Management, 9(2), 187–196.
Sagita, V. A., Sukmadryani, Y., & Sanjaya, S. (2024). Evaluation of factors affecting waiting times for hospital outpatient prescription services in Indonesia: A systematic review. Barongko: Jurnal Ilmu Kesehatan, 2(3), 498–509.
Santoso, A., Ishak, & Wulandari, N. (2023). Patient satisfaction with waiting time for outpatient prescription services. Farmasains: Jurnal Farmasi dan Ilmu Kesehatan, 8(1), 33–40.
Wirajaya, M. K. M., & Rettobjaan, V. F. C. (2022). Faktor-faktor yang memengaruhi waktu tunggu pelayanan resep rawat jalan di rumah sakit: Sebuah systematic review. Jurnal Kesehatan, 13(2), 280–289.
World Health Organization. (2021). Global patient safety action plan 2021–2030: Towards eliminating avoidable harm in health care. World Health Organization.
Alruthia, Y., Sales, I., Almalag, H., Alwhaibi, M., Alotaibi, N., & Alshammari, M. (2022). Factors influencing patient satisfaction with outpatient pharmacy services: A systematic review. Healthcare, 10(4), 715. https://doi.org/10.3390/healthcare10040715
Alsaleh, F. M., Alzaid, S. W., Alrasheed, M. H., Alhajji, M., & Almutairi, A. R. (2021). Determinants of waiting time in outpatient pharmacy services: A cross-sectional study. BMC Health Services Research, 21, 1186.
American Society of Health-System Pharmacists. (2022). ASHP guidelines on pharmacy services. American Journal of Health-System Pharmacy, 79(22), e305–e327.
Institute for Healthcare Improvement. (2021). Science of Improvement: How to Improve. IHI.
International Pharmaceutical Federation (FIP). (2023). FIP Global Pharmacy Workforce Report 2023. International Pharmaceutical Federation.
Kabene, S. M., & Orchard, C. (2022). The importance of human resources management in healthcare: A global perspective. Healthcare Management Forum, 35(6), 331–337.
Lean, B., & Delaney, C. (2022). Improving outpatient pharmacy workflow through Lean management principles. Journal of Health Organization and Management, 36(8), 1052–1066.
OECD. (2023). Health at a Glance 2023: OECD Indicators. OECD Publishing.
World Health Organization. (2021). Global patient safety action plan 2021–2030: Towards eliminating avoidable harm in health care. WHO.
World Health Organization. (2023). Delivering quality health services: A global imperative for universal health coverage. WHO.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Meri Herliza, Abdi Setia Putra
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
- Berbagi — menyalin dan menyebarluaskan kembali materi ini dalam bentuk atau format apapun;
- Adaptasi — menggubah, mengubah, dan membuat turunan dari materi ini untuk kepentingan apapun, termasuk kepentingan komersial.
