Pharmacy Speedy-Q System

The Speedy-Q system was implemented at Edenvale Hospital Outpatients Pharmacy to reduce patient waiting times. The pharmacy team conducted a study on waiting times- a common issue causing complaints and poor pharmacy experiences. Using the fishbone diagram, the root cause analysis revealed lengthy prescriptions, high patient volumes, staff shortages, inadequate infrastructure, and poor queuing systems as the main factors contributing to the issue. This was concerning to staff as working in a stressful environment impacts their mental and physical wellbeing. Pharmacy is the hospital's endpoint, causing outpatients to be exhausted from previous departmental consults and unable to queue for extended periods. Before Speedy-Q, waiting times ranged from 1 hour 15 minutes to 3 hours. Patients waited longer at pharmacy compared to the overall patient journey. Staff morale was affected, with staff taking sick leave four times a month. Due to human resource constraints and limited financial resources, a lean management approach was adopted, focusing on using available resources as a solution to the challenge. The dispensing process was restructured by implementing an innovative system to attain radical change and combat the long waiting times. Over its 21-month period, Speedy-Q has displayed a 78% reduction in waiting times.

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