Articles
DOI DOI: 10.62441/actainnovations.v63i.1358

LEAN MANAGEMENT TO REDUCE PATIENT WAITING TIME IN PHARMACEUTICAL SERVICES – A SYSTEMATIC REVIEW

Ni Made Ayu Nadia Paramitha Jaya1, Silvia Silvia2, Pauline Henriette Pattyranie Tan3
  1. 1 Study Program Master of Management and Hospital Administration, Pelita Harapan University, Jakarta Selatan, DKI Jakarta, Indonesia.
  2. 2 Study Program Master of Management and Hospital Administration, Pelita Harapan University, Jakarta Selatan, DKI Jakarta, Indonesia.
  3. 3 Business School, Pelita Harapan University, Jakarta Selatan, DKI Jakarta, Indonesia.

Abstract

Lean Healthcare has been increasingly adopted as a management approach to improve operational efficiency and service performance in healthcare organizations. Within pharmaceutical services, patient waiting time represents a major operational challenge that negatively affects workflow performance, patient experience, and staff workload. Therefore, this systematic review aimed to examines the extent to which Lean Healthcare implementation reduces patient waiting time in pharmaceutical services while also assessing its effects on patient and staff satisfaction. By synthesizing evidence across diverse pharmacy settings and implementation contexts, this review provides a consolidated understanding of how Lean Healthcare contributes to operational efficiency and service outcomes in pharmaceutical services. A systematic literature review was conducted in accordance with the Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) guidelines. Searches were performed across major academic databases, and interventional studies reporting outcomes related to Lean implementation in pharmacy services were included. Due to heterogeneity in study designs, settings, and outcome measures, findings were synthesized descriptively. Eight studies conducted across hospital and clinic pharmacy settings across multiple countries were included in the review. Across all studies, Lean Healthcare implementation was consistently associated with reductions in patient waiting time and related process inefficiencies. Several studies also reported reductions in operational waste and improvements in patient satisfaction, staff satisfaction, and workplace relationships, although the magnitude of improvement varied across contexts. Overall, the findings suggest that Lean Healthcare offers a practical and scalable approach for improving pharmaceutical service efficiency by optimizing existing workflows rather than expanding infrastructure or workforce capacity. However, further standardized and methodologically rigorous research is needed to strengthen the evidence base.

How to Cite

Paramitha Jaya, N. M. A. N., Silvia, S., & Pattyranie Tan, P. H. (2026). LEAN MANAGEMENT TO REDUCE PATIENT WAITING TIME IN PHARMACEUTICAL SERVICES – A SYSTEMATIC REVIEW. ACTA INNOVATIONS, 63, 1079–1091. https://doi.org/10.62441/actainnovations.v63i.1358
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