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Abstract

The non-compounded prescription drug service via telemedicine became an alternative solution to continue providing pharmaceutical services while simultaneously controlling physical contact in hospitals during the COVID-19 pandemic. However, after its implementation, hospitals still need to improve the effectiveness of this telemedicine service. This study aims to propose improvements to enhance the effectiveness and efficiency of non-compounded drug services via telemedicine using the Lean Six Sigma method. This method is used to identify and eliminate all waste in the business process (service) to make efficient use of time and other resources. The study uses both quantitative and qualitative approaches, with data collection through observation, document review, and in-depth interviews. The quantitative approach was used to calculate service times, while the qualitative approach was employed to explore and examine the implementation of telemedicine for non-compounded drug services. The interview results revealed at least three main problems that cause significant delays in drug service processes, namely: drug requests not being processed through the system, incomplete patient data, and delays in doctors' confirmations regarding medication changes. Observations showed that the average service time for non-compounded drug prescriptions via telemedicine is 1 hour, 37 minutes, and 11 seconds, with value add activities taking 32 minutes and 39 seconds (33.6%) and non-value-added activities taking 1 hour, 4 minutes, and 32 seconds (66.4%). The identified waste includes overprocessing, waiting, motion, and defects, leading to proposed improvements such as work standardization, flowchart refinement, 5S, and Kaizen.

References

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Bahasa Abstract

Pelayanan resep obat non racik via telemedicine menjadi salah satu alternatif solusi untuk tetap memberikan pelayanan farmasi sekaligus mengendalikan kontak fisik di rumah sakit selama pandemi COVID-19. Namun, setelah diimplementasikan, rumah sakit masih perlu meningkatkan efektivitas pelayanan telemedicine ini. Penelitian ini bertujuan untuk menemukan usulan perbaikan sebagai upaya peningkatan efektivitas dan efisiensi pelayanan obat non racik via telemedicine melalui metode Lean Six Sigma. Metode tersebut digunakan untuk mengidentifikasi dan menghilangkan semua pemborosan selama proses bisnis (pelayanan) sehingga dapat mengefisiensikan waktu dan sumber daya lain. Studi ini menggunakan pendekatan kuantitatif dan kualitatif, dengan pengumpulan data berupa observasi, telaah dokumen dan wawancara mendalam. Pendekatan kuantitatif digunakan untuk menghitung waktu pelayanan sementara kualitatif digunakan sebagai metode untuk mencari dan mendalami implementasi telemedicine pada pelayanan obat non-racik. Dari hasil wawancara diketahui setidaknya terdapat 3 (tiga) masalah utama yang menyebabkan proses pelayanan obat menjadi sangat lama, antara lain: permintaan obat yang tidak melalui sistem, data pasien yang tidak lengkap serta konfirmasi dokter mengenai pergantian obat yang memakan waktu lama. Hasil pengamatan menunjukkan bahwa rata-rata waktu pelayanan obat non-racik via telemedicine adalah 1 jam 37 menit 11 detik dengan kegiatan value add selama 32 menit 39 detik (33,6%) dan non value add selama 1 jam 4 menit 32 detik (66,4%). Waste yang ditemukan yaitu overprocessing, waiting, motion dan defect sehingga usulan perbaikan yang diberikan menggunakan standarisasi kerja, perbaikan diagram alur, 5S, dan Kaizen.

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