Bayne-Jones Army Community Hospital PharmacyTopic: Decreasing wait times for patients

Case StudyRobert A. Hess

7 April 2013

Situation

• An established military pharmacy in the process of restructuring itself

• Aspiring to gain a better understanding of its customer's needs

Challenges / Goals

The challenges facing us are in:• Dealing with specific personnel issues • Addressing personnel needs and shortages

Actions

The actions we’ll take to address these challenges:• Analyze customer satisfaction • Identify the wait time the pharmacy wanted to

maintain • Compile input and research from customers to

assess the organization's performance • Determine the areas of improvement necessary

to align processes with the in-house strategy

Result

Our actions will result in:• An approach and recommendations that will

guide the pharmacy for the future