We often don’t think about how work gets done: we do it and it becomes second nature. Regularly reviewing the way you work is essential to drive efficiency. Be clear in your own mind about which work activities create value and which are incidental or wasteful.

Consider your key operating processes and review each step critically to identify what could be eliminated, rearranged or merged with another step to improve workflow. Do any of your process steps waste time or contribute to delays or potential errors?

The most efficient processes eliminate steps that do not add value to the patient or customer. You do not need to do everything yourself. 

Invite your employees to step back and observe your key operating processes. Encourage them to identify bottlenecks, unnecessary travel or factors that cause delays in the process. Allow employees to offer opportunities for improvement. They may already have petty frustrations that slow them down. Now is the time to streamline. 

Are you aware of how many steps a technician or pharmacist takes each day in your pharmacy? Consider mapping the travel of dispensary staff when dealing with a prescription. Could you eliminate any wasteful time and activities to enhance productivity while also improving employee satisfaction? Can workstations be redesigned to help employees complete prescriptions more efficiently?

Creating more efficient operational processes is an ongoing task; you will have adjusted a number of times over the past 18 months in managing the various phases of the pandemic. But as we get back to something approaching normality, periodically review and adjust your processes to adapt to continuing changes in the work environment. 

Pause to reflect

• Undertake a short MOT (moment of truth) analysis of a patient’s journey from entering your pharmacy to the counter. What are the challenges or distractions that create a negative experience? Note them down.
• How might you improve the situation?