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Optimising Outpatient Pharmacy Staffing to Minimise Patients Queue Time using Discrete Event Simulation

Journal of Information Systems Engineering and Business Intelligence · Vol. 7 No. 2 (2021) · pp. 102–111

DOI
10.20473/jisebi.7.2.102-111
ISSN
2443-2555, 2598-6333
Published
2021-10-28
Publisher
Universitas Airlangga
Language
eng

Abstract

Background: To remain relevant in the customer-oriented market, hospitals must pay attention to the quality of services and meet customers' expectations from admission to discharge stage. For an outpatient customer, pharmacy is the last unit visited before discharge. It is likely to influence patient satisfaction and reflect the quality of hospital's service. However, at certain hospitals, the waiting time is long. Resources need to be deployed strategically to reduce queue time. Objective: This research aims to arrange the number of staff (pharmacists and workers) in each station in the pharmacy outpatient service to minimise the queue time.Methods: A discrete simulation method is used to observe the waiting time spent at the pharmacy. The simulation run is valid and effective to test the scenario. Results: It is recommended to add more personnel for the non-compounding medicine and packaging to reduce the waiting time by 22.41%Conclusion: By adding personnel to non-compounding and packaging stations, the system performance could be improved. Cost-effectiveness analysis should be done to corroborate the finding. Keywords: Discrete Event Simulation, Hospital, Outpatient Service, Pharmacy Unit, System AnalysisBackground: To remain relevant in the customer-oriented market, hospitals must pay attention to the quality of services and meet customers' expectations from admission to discharge stage. For an outpatient customer, pharmacy is the last unit visited before discharge. It is likely to influence patient satisfaction and reflect the quality of hospital's service. However, at certain hospitals, the waiting time is long. Resources need to be deployed strategically to reduce queue time. Objective: This research aims to arrange the number of staff (pharmacists and workers) in each station in the pharmacy outpatient service to minimise the queue time.Methods: A discrete simulation method is used to observe the waiting time spent at the pharmacy. The simulation run is valid and effective to test the scenario. Results: It is recommended to add more personnel for the non-compounding medicine and packaging to reduce the waiting time by 22.41%Conclusion: By adding personnel to non-compounding and packaging stations, the system performance could be improved. Cost-effectiveness analysis should be done to corroborate the finding. Keywords:Discrete Event Simulation, Hospital, Outpatient Service, Pharmacy Unit, System Analysis

Collaboration network of the authors

9 authors · 24 co-authorship links · 18 across different organisations

Hover or tap a name to highlight its co-authors. Double-click to open the author's page.

  • National Cheng Kung University
  • University of Indonesia
  • Universitas Internasional Semen Indonesia
  • Sekolah Tinggi Teknologi Angkatan Laut
  • Universitas Islam Internasional Indonesia
  • Different organisations
  • Same organisation
  • Affiliation unknown
  • Thicker line = more joint articles · bigger circle = more articles
Show as table
Co-authorOrganisationJoint articles
Komarudin KomarudinUniversity of Indonesia2
Danang SismartonoUniversity of Indonesia2
Nurul Raihan LathifahUniversity of Indonesia2
Herbert Wibert Victor HasudunganUniversitas Islam Internasional Indonesia2

Affiliations come from OpenAlex; journal OAI-PMH metadata carries none. Authors without an OpenAlex ID are matched by name, which can merge or split people.

Metadata source: OAI-PMH (metadata jurnal) https://e-journal.unair.ac.id/JISEBI/oai, first harvested 29 Okt 2026, last seen 29 Okt 2026.
Original metadata (oai_dc) 
<oai_dc:dc xmlns="http://www.openarchives.org/OAI/2.0/" xmlns:dc="http://purl.org/dc/elements/1.1/" xmlns:oai_dc="http://www.openarchives.org/OAI/2.0/oai_dc/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:schemaLocation="http://www.openarchives.org/OAI/2.0/oai_dc/  http://www.openarchives.org/OAI/2.0/oai_dc.xsd">
	<dc:title xml:lang="en-US">Optimising Outpatient Pharmacy Staffing to Minimise Patients Queue Time using Discrete Event Simulation</dc:title>
	<dc:creator>Amelia, Putri</dc:creator>
	<dc:creator>Lathifah, Artya</dc:creator>
	<dc:creator>Haq, Muhammad Dliya'ul</dc:creator>
	<dc:creator>Reimann, Christoph Lorenz</dc:creator>
	<dc:creator>Setiawan, Yudi</dc:creator>
	<dc:description xml:lang="en-US">Background: To remain relevant in the customer-oriented market, hospitals must pay attention to the quality of services and meet customers' expectations from admission to discharge stage. For an outpatient customer, pharmacy is the last unit visited before discharge. It is likely to influence patient satisfaction and reflect the quality of hospital's service. However, at certain hospitals, the waiting time is long. Resources need to be deployed strategically to reduce queue time. Objective: This research aims to arrange the number of staff (pharmacists and workers) in each station in the pharmacy outpatient service to minimise the queue time.Methods: A discrete simulation method is used to observe the waiting time spent at the pharmacy. The simulation run is valid and effective to test the scenario. Results: It is recommended to add more personnel for the non-compounding medicine and packaging to reduce the waiting time by 22.41%Conclusion: By adding personnel to non-compounding and packaging stations, the system performance could be improved. Cost-effectiveness analysis should be done to corroborate the finding. Keywords: Discrete Event Simulation, Hospital, Outpatient Service, Pharmacy Unit, System AnalysisBackground: To remain relevant in the customer-oriented market, hospitals must pay attention to the quality of services and meet customers' expectations from admission to discharge stage. For an outpatient customer, pharmacy is the last unit visited before discharge. It is likely to influence patient satisfaction and reflect the quality of hospital's service. However, at certain hospitals, the waiting time is long. Resources need to be deployed strategically to reduce queue time. Objective: This research aims to arrange the number of staff (pharmacists and workers) in each station in the pharmacy outpatient service to minimise the queue time.Methods: A discrete simulation method is used to observe the waiting time spent at the pharmacy. The simulation run is valid and effective to test the scenario. Results: It is recommended to add more personnel for the non-compounding medicine and packaging to reduce the waiting time by 22.41%Conclusion: By adding personnel to non-compounding and packaging stations, the system performance could be improved. Cost-effectiveness analysis should be done to corroborate the finding. Keywords:Discrete Event Simulation, Hospital, Outpatient Service, Pharmacy Unit, System Analysis</dc:description>
	<dc:publisher xml:lang="en-US">Universitas Airlangga</dc:publisher>
	<dc:date>2021-10-28</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://e-journal.unair.ac.id/JISEBI/article/view/26288</dc:identifier>
	<dc:identifier>10.20473/jisebi.7.2.102-111</dc:identifier>
	<dc:source xml:lang="en-US">Journal of Information Systems Engineering and Business Intelligence; Vol. 7 No. 2 (2021): October; 102-111</dc:source>
	<dc:source>2443-2555</dc:source>
	<dc:source>2598-6333</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://e-journal.unair.ac.id/JISEBI/article/view/26288/15933</dc:relation>
	<dc:rights xml:lang="en-US">Copyright (c) 2021 The Authors. Published by Universitas Airlangga.</dc:rights>
</oai_dc:dc>