Business model development for hospital pharmacy services case study: Edelweiss Hospital
Abstract:
Purpose: Innovation in healthcare services is an important strategy in providing a competitive advantage to healthcare facilities in Indonesia. Pharmacy services hold significant value within the overall hospital services and are the most complex services in the hospital. The objective of this research is to identify the gap between the profile of pharmacy service users and the pharmacy services provided, to discover the value proposition of pharmacy services, and to develop a business model for pharmacy services.
Method: The research methodology used is qualitative with a case study strategy and an abductive development approach. Data were collected through in-depth interviews with 6 (six) patients with outpatient insurance coverage and 6 (six) pharmacy staff.
Results: The results of data collection involved data reduction and data analysis, which generated ideas that were used as value propositions in the business model canvas development component, to be proposed as the final part of the research objectives. The business model canvas was tested for desirability, feasibility, and viability with 5 (five) patients and 5 (five) pharmacists.The research results indicate that there are 2 (two) main gaps, including long waiting times in pharmacy services and a lack of information about queue status in pharmacy services. At least 4 (four) value propositions for pharmacy services have been developed, including improvements in service speed, transparency of service information with a notification system, stock certainty, and a better patient experience with a fast and clear service approach.
Recommendation: The research is expected to provide practical recommendations for hospital management and can be conducted more effectively by using a formulated prototype so that the ideation results can be tested directly.
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Anand, A., Fosso Wamba, S., & Gnanzou, D. (2013). A literature review on business process management, business process reengineering, and business process innovation. Enterprise and Organizational Modeling and Simulation: 9th International Workshop, EOMAS 2013, Held at CAiSE 2013, Valencia, Spain, June 17, 2013, Selected Papers 9,
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Hadiyati, I., Sekarwana, N., Sunjaya, D. K., & Setiawati, E. P. (2017). Pengembangan instrumen pengukur kualitas pelayanan kesehatan berdasar atas harapan peserta Jaminan Kesehatan Nasional di rumah sakit. Global Medical & Health Communication, 5(2), 108-116.
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Kotler, P., Wong, V., & Saunders, J. (2008). Principles of Marketing.
Larasanty, L. P. F., Cahyadi, M. F., Sudarni, N. M. R., & Wirasuta, I. M. A. G. (2019). Patient satisfaction with pharmaceutical care services provided at primary-level and secondary-level health facilities in Indonesia’s health coverage system. Journal of Health Research, 33(1), 80-88.
Lee, S. M., Olson, D. L., & Trimi, S. (2012). Co?innovation: convergenomics, collaboration, and co?creation for organizational values. Management decision, 50(5), 817-831.
Lin, F.-R., & Hsieh, P.-S. (2011). A SAT view on new service development. Service Science, 3(2), 141-157.
Loo, J., Greaves, G., & Lewis, P. J. (2021). Exploring patients’ pharmacy stories: an analysis of online feedback. International journal of clinical pharmacy, 43(6), 1584-1593.
Menor, L. J., Tatikonda, M. V., & Sampson, S. E. (2002). New service development: areas for exploitation and exploration. Journal of Operations Management, 20(2), 135-157.
Nasution, J. (2013). Quality service analysis and improvement of pharmacy unit of XYZ hospital using value stream analysis methodology. IOP Conference Series: Materials Science and Engineering,
Osterwalder, A., Pigneur, Y., Bernarda, G., & Smith, A. (2015). Value proposition design: How to create products and services customers want. John Wiley & Sons.
Saunders, M. N. K., Lewis, P., & Thornhill, A. (2015). Research Methods for Business Students PDF eBook.
Sekaran, U. (2016). Research methods for business: A skill building approach. In: John Wiley & Sons.
Sekaran, U., & Bougie, R. (2016). Research Methods For Business: A Skill Building Approach.
Setianto, B., Adriansyah, A. A., & Asih, A. Y. P. (2020). Implementasi manajemen lean di unit Farmasi Rumah Sakit islam surabaya A. yani. Jurnal Manajemen Kesehatan Indonesia, 8(2), 81-87.
Yunita, I. C. M. (2017). Pengaruh Citra Merek Rumah Sakit Citra Medika Depok Terhadap Kualitas Pelayanan, Kepuasan Pasien Dan Loyalitas Pasien. Jurnal Manajemen dan Administrasi Rumah Sakit Indonesia (MARSI), 1(1), 82-97.
- Anand, A., Fosso Wamba, S., & Gnanzou, D. (2013). A literature review on business process management, business process reengineering, and business process innovation. Enterprise and Organizational Modeling and Simulation: 9th International Workshop, EOMAS 2013, Held at CAiSE 2013, Valencia, Spain, June 17, 2013, Selected Papers 9,
- Brown, T. (2009). Change by Design.
- Hadiyati, I., Sekarwana, N., Sunjaya, D. K., & Setiawati, E. P. (2017). Pengembangan instrumen pengukur kualitas pelayanan kesehatan berdasar atas harapan peserta Jaminan Kesehatan Nasional di rumah sakit. Global Medical & Health Communication, 5(2), 108-116.
- Kleber, D. M. S., & Volkova, T. (2018). Key Success Factors to Increase Value Proposition in the Hospitality Industry. PROZIMA (Productivity, Optimization and Manufacturing System Engineering), 2(1), 34-38.
- Kotler, P., Wong, V., & Saunders, J. (2008). Principles of Marketing.
- Larasanty, L. P. F., Cahyadi, M. F., Sudarni, N. M. R., & Wirasuta, I. M. A. G. (2019). Patient satisfaction with pharmaceutical care services provided at primary-level and secondary-level health facilities in Indonesia’s health coverage system. Journal of Health Research, 33(1), 80-88.
- Lee, S. M., Olson, D. L., & Trimi, S. (2012). Co?innovation: convergenomics, collaboration, and co?creation for organizational values. Management decision, 50(5), 817-831.
- Lin, F.-R., & Hsieh, P.-S. (2011). A SAT view on new service development. Service Science, 3(2), 141-157.
- Loo, J., Greaves, G., & Lewis, P. J. (2021). Exploring patients’ pharmacy stories: an analysis of online feedback. International journal of clinical pharmacy, 43(6), 1584-1593.
- Menor, L. J., Tatikonda, M. V., & Sampson, S. E. (2002). New service development: areas for exploitation and exploration. Journal of Operations Management, 20(2), 135-157.
- Nasution, J. (2013). Quality service analysis and improvement of pharmacy unit of XYZ hospital using value stream analysis methodology. IOP Conference Series: Materials Science and Engineering,
- Osterwalder, A., Pigneur, Y., Bernarda, G., & Smith, A. (2015). Value proposition design: How to create products and services customers want. John Wiley & Sons.
- Saunders, M. N. K., Lewis, P., & Thornhill, A. (2015). Research Methods for Business Students PDF eBook.
- Sekaran, U. (2016). Research methods for business: A skill building approach. In: John Wiley & Sons.
- Sekaran, U., & Bougie, R. (2016). Research Methods For Business: A Skill Building Approach.
- Setianto, B., Adriansyah, A. A., & Asih, A. Y. P. (2020). Implementasi manajemen lean di unit Farmasi Rumah Sakit islam surabaya A. yani. Jurnal Manajemen Kesehatan Indonesia, 8(2), 81-87.
- Yunita, I. C. M. (2017). Pengaruh Citra Merek Rumah Sakit Citra Medika Depok Terhadap Kualitas Pelayanan, Kepuasan Pasien Dan Loyalitas Pasien. Jurnal Manajemen dan Administrasi Rumah Sakit Indonesia (MARSI), 1(1), 82-97.
