PENERAPAN LEAN HOSPITAL MANAGEMENT UNTUK OPTIMALISASI WAKTU TUNGGU OBAT DI APOTEK RSUD MAS AMSYAR KASONGAN

Long waiting times for medicines in hospital pharmacies remain a major challenge in Indonesia. At Mas Amsyar Kasongan General Hospital, the average waiting time was 38 minutes for ready-to-dispense medicines and 73 minutes for compounded medicines, exceeding the National Quality Indicator standard (?30 minutes for non-compounded and ?60 minutes for compounded). This issue lowered outpatient satisfaction to 65% (target: 80%) and generated around 25 monthly complaints. This study aimed to evaluate the effectiveness of Lean Hospital Management in reducing dispensing time at the hospital pharmacy. The research applied an action research design with a mixed-methods approach over 3–4 months, involving 14 pharmacy staff and 30 patients. Quantitative data were analyzed using descriptive statistics and comparative tests, while qualitative data were examined through thematic analysis. The intervention produced significant improvements: average waiting time decreased from 15–20 minutes to 3–5 minutes, compliance with national standards increased from 60% to 96%, and patient satisfaction rose, with 56.7% reporting satisfaction and 26.7% moderate satisfaction. Waste identification revealed five major categories—overproduction, waiting, overprocessing, defects, and transportation—with dominant causes including limited human resources, slow computer systems, and excessive patient volume. In conclusion, Lean Hospital Management proved effective in optimizing medicine waiting times, with success strongly supported by managerial commitment, staff engagement, and improved technological infrastructure. ABSTRAKWaktu tunggu obat di instalasi farmasi masih menjadi persoalan utama di banyak rumah sakit di Indonesia. Di RSUD Mas Amsyar Kasongan, rata-rata waktu tunggu obat jadi 38 menit dan racikan 73 menit, melampaui standar Indikator Mutu Nasional (?30 menit untuk non-racikan dan ?60 menit untuk racikan). Kondisi ini berdampak pada rendahnya kepuasan pasien rawat jalan (65% dari target 80%) serta munculnya 25 komplain per bulan. Penelitian ini bertujuan mengkaji efektivitas penerapan Lean Hospital Management dalam mempercepat pelayanan obat di apotek rumah sakit. Desain penelitian menggunakan action research dengan pendekatan campuran (kuantitatif dan kualitatif) selama 3–4 bulan, melibatkan 14 staf apotek dan 30 pasien. Data kuantitatif dianalisis dengan statistik deskriptif dan uji komparatif, sedangkan data kualitatif menggunakan analisis tematik. Hasil intervensi menunjukkan perbaikan signifikan: rata-rata waktu tunggu menurun dari 15–20 menit menjadi 3–5 menit, kepatuhan terhadap standar mutu meningkat dari 60% menjadi 96%, serta tingkat kepuasan pasien naik dengan 56,7% menyatakan puas dan 26,7% cukup puas. Identifikasi pemborosan mencakup lima kategori utama, yaitu overproduction, waiting, overprocessing, defects, dan transportation, dengan faktor dominan berupa keterbatasan SDM, lambatnya sistem komputer, dan tingginya beban pasien. Kesimpulannya, Lean Hospital Management efektif menekan waktu tunggu obat dan keberhasilannya sangat bergantung pada dukungan manajerial, keterlibatan tenaga farmasi, serta perbaikan infrastruktur teknologi.