Strategi Peningkatan Kualitas Pelayanan Farmasi Dengan Pendekatan Lean Management di Apotek Rawat Jalan Rumah Sakit Islam Assyifa Sukabumi
DOI:
https://doi.org/10.35870/jemsi.v11i5.4671Keywords:
Lean Management, Pharmaceutical Services, Hospital Management, Lean Healthcare, Quality Improvement Strategy, Outpatient PharmacyAbstract
Pharmaceutical services are a key indicator of hospital service quality, yet their implementation still faces several challenges affecting operational effectiveness, especially at the Outpatient Pharmacy of Assyifa Islamic Hospital Sukabumi. This study aims to analyze the implementation of the lean management approach, identify existing obstacles, and formulate strategies to improve pharmaceutical service quality. The research employed a qualitative case study method, utilizing in-depth interviews, participatory observation, and document analysis. Data were analyzed thematically using the interactive model of Miles & Huberman and supported by a fishbone diagram to identify root causes. The results reveal that lean management has not been optimally implemented due to limited managerial training, poor inter-unit coordination, and restricted decision-making authority at the operational level. The main obstacles include non-value-added activities, long waiting times, limited human resources, and an unintegrated information system. The formulated improvement strategies include strengthening frontline managerial capacity, developing lean-based SOPs, implementing an electronic queuing system, optimizing workload distribution, and reinforcing top management commitment to quality improvement. These findings highlight that transforming pharmaceutical services requires strategic interventions based on quality management systems to enhance process efficiency, system integration, and data-driven operational management.
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Copyright (c) 2025 Muhammad Nur Fazrul Islam, A. Rohendi, Kahar Mulyani
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