Sneha Mahapatra
Independent Researcher
Odisha, India
Abstract
Efficient patient flow in retail pharmacy settings is critical to maintaining high levels of customer satisfaction, operational performance, and patient safety. Despite increasing prescription volumes and complex healthcare interactions, many pharmacies still suffer from process bottlenecks, long wait times, and staff inefficiencies. This study applies Lean Six Sigma (LSS) methodologies—integrating lean process improvement principles and Six Sigma statistical tools—to examine and improve patient flow within retail pharmacy environments. The research presents a structured DMAIC (Define-Measure-Analyze-Improve-Control) framework implementation at a high-volume community pharmacy, detailing key metrics like wait time, prescription fill rate, and service accuracy. The results indicate a significant reduction in customer wait time and a corresponding increase in prescription processing efficiency. Findings highlight the applicability and sustainability of LSS for frontline pharmacy operations, emphasizing its capacity to transform patient engagement, streamline logistics, and support strategic healthcare delivery goals.
Keywords
Lean Six Sigma, Patient Flow, Retail Pharmacy, DMAIC, Process Improvement, Wait Time Reduction, Prescription Turnaround, Operational Efficiency, Healthcare Logistics, Quality Improvement
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