The Challenge
Long prescription wait times had become a persistent source of frustration for patients and pressure for pharmacy staff. Average waits had reached 54 minutes, far exceeding the 30-minute service target.
The lack of differentiated queuing meant that simple and complex prescriptions moved through exactly the same pathway, creating unnecessary congestion and slowing every transaction regardless of complexity.
The Approach
A cross-functional review identified an immediate structural solution: separating the prescription workflow into fast-track and regular-track streams. The redesign included:
- Queue management reorganized with separate pathways for fast-track and regular-track prescriptions
- Work distribution restructured to match demand patterns with clearer categorization rules
- Staffing patterns adjusted to align with peak demand periods
- Distraction points for pharmacy technicians reduced to protect focus during busy periods
- Visual controls introduced for real-time monitoring of wait times and same-day adjustment
- Staff trained on new process flows to ensure consistent, reliable execution
The Outcome
Fast-track prescription wait times dropped from 54 minutes to 23 minutes, a 57 percent improvement. Regular prescription waits fell to 29 minutes, a 46 percent reduction. Both streams achieved 100 percent compliance with the 30-minute target.
A post-implementation patient survey showed more than 90 percent satisfaction, reflecting a fundamentally better service experience.