Reducing pharmacy wait time to promote customer service: A follow-up study

Julie M. Slowiak, Bradley E. Huitema

Research output: Contribution to journalArticlepeer-review

3 Scopus citations


The present study had 3 objectives: (1) to evaluate the effects of 2 different interventions (feedback regarding customer satisfaction with wait time and combined feedback and goal setting) on wait time in a hospital outpatient pharmacy; (2) to assess the extent to which the previously applied interventions maintained their effects; and (3) to evaluate the differences between the effects of the original study and those of the present follow-up study. Participants were 10 employees (4 pharmacists and 6 technicians) of an outpatient pharmacy. Wait times and customer satisfaction ratings were collected for "waiting customers." An ABCB within-subjects design was used to assess the effects of the interventions on both wait time and customer satisfaction, where A was the baseline (no feedback and no goal setting); B was the customer satisfaction feedback; and C was the customer satisfaction feedback, the wait time feedback, and the goal setting for wait time reduction. Wait time decreased after baseline when the combined intervention was introduced, and wait time increased with the reintroduction of satisfaction feedback (alone). The results of the replication study confirm the pattern of the results of the original study and demonstrate high sensitivity of levels of customer satisfaction with wait time. The most impressive result of the replication is the nearly 2-year maintenance of lower wait time between the end of the original study and the beginning (baseline) of the replication.

Original languageEnglish (US)
Pages (from-to)9-20
Number of pages12
JournalQuality management in health care
Issue number1
StatePublished - Jan 13 2015

Bibliographical note

Publisher Copyright:
© 2015 Wolters Kluwer Health, Inc.


  • Customer satisfaction
  • customer service
  • performance management
  • pharmacy
  • wait time


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