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Reducing pharmacy wait time to promote customer service: a follow-up study
Julie M Slowiak1, Bradley E Huitema
1Department of Psychology, University of Minnesota Duluth (Dr Slowiak); and Department of Psychology, Western Michigan University, Kalamazoo, Michigan (Dr Huitema).
Quality Management in Health Care
|December 25, 2014
Summary
Customer wait times in hospital pharmacies significantly decreased with combined feedback and goal-setting interventions. These positive effects on wait time were maintained for nearly two years.
Area of Science:
- Health Services Research
- Pharmacy Practice
- Operations Management
Background:
- Reducing patient wait times in hospital outpatient pharmacies is crucial for enhancing patient satisfaction and operational efficiency.
- Previous studies have explored various interventions to decrease wait times, with varying degrees of success.
Purpose of the Study:
- To evaluate the impact of customer satisfaction feedback and combined feedback with goal-setting interventions on wait times in a hospital outpatient pharmacy.
- To assess the long-term maintenance of these intervention effects.
- To compare the outcomes of the current study with those of a previous investigation.
Main Methods:
- An ABCB within-subjects design was employed with 10 pharmacy employees.
- Data collection included wait times and customer satisfaction ratings for waiting customers.
- Interventions involved baseline (no feedback/goal setting), customer satisfaction feedback alone, and combined customer satisfaction feedback, wait time feedback, and goal setting for wait time reduction.
Main Results:
- Wait times decreased significantly when the combined intervention (feedback and goal setting) was implemented.
- Wait times increased when only customer satisfaction feedback was reintroduced.
- The study demonstrated high sensitivity of customer satisfaction to wait time changes.
Conclusions:
- Combined interventions involving feedback and goal setting are effective in reducing pharmacy wait times.
- The positive effects on wait times can be maintained over extended periods (nearly two years).
- Replication of the study confirmed the original findings and highlighted the sustained impact of the interventions.
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