Presentation on theme: "An In-Depth Analysis of Customer Waiting Times in a Rite Aid Pharmacy and Strategies for Improvement Presented By: Najib Sufi Tiemoko Diarra Walter Ray."— Presentation transcript:
An In-Depth Analysis of Customer Waiting Times in a Rite Aid Pharmacy and Strategies for Improvement Presented By: Najib Sufi Tiemoko Diarra Walter Ray Jeri Shea
Phase I:DEFINE PROCESS FOR IMPROVEMENT Part of the Plan Phase of the PDCA cycle
Customer Attributes Relative Importance Fast Service Accurate Consulting (Pharmacist) Organized Location House of Quality – Rite Aid Rx Waiting time People at Register Customer Satisf. Scores Drive-thru 25 30 10 15 20 Correlation: Strong positive Positive Negative Strong negative Competitive evaluation (5 is best) 1 2 3 4 5 L R W W R L R W L L W R R - Us L – Longs Drugs W - Walgreens Competitive Evaluation L W 30min 5min 4 not avail 12hrs No 30min 4min 3 not avail 12-24hrs Yes Register wait time Hours of Operation Targets 15min 2min 3 75% 12hrs Yes
Define DMAIC House of Quality Rx Waiting Time Register Waiting Time 3 in Line, It’s Time (Register) Busy Life Currently, a goal of 15 minutes wait (on average) How to measure, analyze, improve?
Phase II:MEASURE Also part of the Plan Phase of the PDCA cycle
Benchmarking Who are the industry leaders? –Rite Aid –Walgreens –Longs Drugs What are we doing compared to them? –Customer Satisfaction Surveys What are our priorities for process improvement? –increase customer satisfaction through decreased customer waiting times in the pharmacy
How did we get our data? Najib’s knowledge and experience as a Pharmacist Our individual experiences Customer Satisfaction Surveys
Phase III:ANALYZE The final part of the Plan Phase of the PDCA cycle
Pt calls Rx in. Pt drops off Rx in the Pharmacy. Dr’s office calls Rx in. Pharmacy No Insurance Too early Pharmacy Technician Pharmacist Pharmacy Tech. types the Rx. Counted by robot or pharmacy tech. QA by Pharmacist Rx placed in pick- up/consult area. Payment by Pt. No Yes Out of stock No
Doctor’s Office Faxed to wrong pharmacy Pharmacy faxes to wrong machine at the doctor’s office. Incomplete information –Dosage strength
Patient Call-in Misplaced Incomplete information Too early
Patient drop-off Misplaced Time of drop off –Patient volume
Long Wait Time at Pharmacy Consulting Location Wait lines at Pharmacy Organized Accuracy # of new Rx Wrong customer name or spelling Rx form faxed to wrong Rite Aid Time it takes to count out pills Wrong Rx Time of the year Playing the blame game Time of the day Community Demographics Near Hospitals & Dr’s offices Incorrect Insurance Info
Wait lines at Pharmacy Time of the day Time of the year –Flu season
Organized Wrong customer name/spelling –Common names Incorrect insurance information –Results in a denial Prescription faxed to wrong pharmacy.
Accuracy Time it takes to count pills Wrong prescription
Phase IV:IMPROVE The Do and Act Phases of the PDCA cycle
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