When prescription volume increases, the typical solution is to hire more staff. But what if there was a better way? What if the real challenge isn’t understaffing but workflow inefficiencies?
Recently we redesigned a pharmacy that was experiencing the common challenges that come with growing prescription volume. Instead of immediately adding another pharmacist - which would have increased operating costs - we took a different approach. We decided to assess the space and workflow first. What we discovered were challenges that many pharmacies face: a layout that no longer served current needs, workflow patterns that hadn't scaled with volume, and space constraints that created unnecessary steps and distractions.
Our redesign process was guided by five core principles any pharmacy can employ to optimize their operations.
1. Start with observation
Before making any changes, spend time observing and understanding the current workflow. This observation should be hands-on and involve physically walking through the pharmacy, following staff movements and taking note of inefficiencies.
In our observation process we noticed that mailing supplies were scattered throughout the space, requiring the pharmacy staff to take multiple trips across the pharmacy to prepare shipments. Staff were even delaying mailing prescriptions because gathering supplies meant walking through the entire pharmacy to collect boxes, labels, and packaging materials. By creating a dedicated mailing station with all supplies organized in labeled drawers, we eliminated these inefficient journeys and consolidated the entire shipping process into one well-equipped workspace. The impact was immediate - prescriptions were being processed and mailed out as they were ready rather than putting them off for later.
2. Design around the workflow, not the space
The physical layout of your pharmacy should support your workflow, not hinder it. Start by mapping out each step of the prescription fulfillment process and ensure your space accommodates efficient movement between stages.
Our team is Lean Six Sigma certified. Using these principles, we assessed each movement and task, looking for opportunities to eliminate waste. For example, we noticed the pharmacist had to walk several feet to access vials during filling, then return to their work station. By relocating the most commonly used vials directly under the fill station, we reduced unnecessary movements and helped maintain focus.
3. Create dedicated workstations
Each major workflow step should have a dedicated, well-equipped station with all necessary supplies within arm's reach. This minimizes movement and reduces the chance of errors from multitasking or distractions. An efficient pharmacy operation clears a step in the workflow before moving to the next - for example, completing all fills before moving on to final verification. The physical layout should support this systematic approach.
In our observation, we noticed frequent jumping between queues, filling a few prescriptions and then switching to verification prematurely. This constant task-switching created inefficiency and opportunities for error. We reorganized the space to support a more focused workflow, ensuring each station had everything needed to clear its queue completely.
Key improvements included:
- Installing a "fast rack" shelf above the fill station for high-volume medications
- Ensuring all necessary supplies were within arm's reach
- Creating a dedicated packing station with a label printer, scale, and organized shipping supplies
- Adding proper disposal bins at each station
- Reconfiguring the drug storage to keep all products together for efficient access
With everything readily available at each station, staff could focus on clearing one queue entirely before moving to the next, significantly improving efficiency and accuracy.
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4. A clean, organized space is key to compliance
A clean, organized pharmacy sets the foundation for safe operations and regulatory compliance. First impressions matter - whether it's Board of Pharmacy inspectors, clinic staff, or patients, a well-organized space demonstrates attention to detail and commitment to safety.
Changes we made to improve organization and safety include:
- Replaced scattered notes with a centralized cork board for references
- Added bolded labels for will-call bins to prevent errors
- Created designated storage spaces with proper filing systems
- Removed floor clutter and mounted safety equipment properly
- Installed HIPAA-compliant disposal bins at workstations
- Condensed cords and tucked away from active work spaces
This systematic approach reduces errors, improves efficiency, and ensures compliance while giving confidence to everyone who interacts with the pharmacy. When inspectors arrive or clinicians look in, they see a space where medications are handled with care and precision.
5. Invest in coaching and supporting pharmacy staff
Physical changes alone don't create lasting improvement. We supplemented our redesign with coaching and support systems for the pharmacy staff.
We focused on developing effective habits and routines. Working with the team, we created daily and weekly checklists to maintain organization and workflow efficiency. These tools help build positive habits around queue management and workspace organization.
During coaching sessions, we emphasized the importance of clearing one queue completely before moving to the next. This might seem like a small change, but it represents a fundamental shift in workflow management that is now supported by the physical layout. Rather than multitasking between different stages of prescription processing, which creates opportunities for error and distraction, we coached the team to focus on completing each phase before moving to the next.
Conclusion
Through improvements to layout, organization, and workflow, combined with staff coaching, we transformed the pharmacy’s operations. The pharmacy went from having the capacity to fill 50-60 prescriptions per day to handling 100-120 prescriptions in regular hours, all without adding any additional staff or operating costs. Sometimes the answer isn't more resources, but better use of what you already have.
Ready to optimize your pharmacy operations? Learn more about how Alchemy can help at hello@alchemyhealth.com
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