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NEWS | Jan. 9, 2020

Main BAMC Outpatient Pharmacy implementing new system to reduce wait time

By Lori Newman Brooke Army Medical Center Public Affairs

The Main Outpatient Pharmacy at Brooke Army Medical Center will implement a two-ticket system in February to improve the customer experience and reduce wait times.

“We want our patients to have the best experience possible when using the Main Outpatient Pharmacy,” said Army Col. Stacey Causey, chief of the BAMC Department of Pharmacy. “We believe this system will reduce our customers’ wait time, therefore, improving their overall pharmacy experience.”

The Main Pharmacy currently uses the bank teller system, which requires patrons to wait at the pharmacy window while pharmacy staff members complete all the customers’ needs. The new two-ticket system allows patrons the option of dropping prescriptions off at the window and then pick them up when it is convenient for them.

“The two-ticket system is not new,” said Army Cpt. Jessica Darbouze, Main Outpatient Pharmacy officer in charge. “A lot of military pharmacies successfully use it, including the pharmacies at our outlying clinics. This is just like any other retail pharmacy, where patients drop off prescriptions and then come back to pick them up.”

It should only take a few minutes from the time the patient receives a ticket until the time they are called to the window to drop off their prescriptions.

“The two-ticket system will give customers more freedom to do other things, like go get something to eat or go to another appointment,” Darbouze added. “They will no longer have to sit and wait to be called to the window and stand there while the pharmacy fills their prescriptions.”

As soon as prescriptions are ready, the original ticket number will be called. Patients who decide to wait in the lobby will proceed to the pharmacy window to receive their prescription once called.

If the patient decides to leave the pharmacy, they can request a phone call or text message be sent to them when their prescriptions are ready for pick-up. If they don’t have their ticket, upon returning they can go to the front desk to have it reissued and that ticket will be a placed as a priority to allow patients to quickly pickup their prescriptions.

In the coming days, the pharmacy layout will change to get ready for the improved workflow, however this should not affect pharmacy customers.  The pharmacy will provide information and education to all patients on the new two-ticket system to better assist them when they visit the main pharmacy.

“We will be implementing small changes, so our patients will not experience any delays,” Darbouze said. “Our ultimate goal is shorter wait times and an improved pharmacy experience for our patients.”