A smarter staffing model for less stress and faster fills.
Challenge
Prescriptions piled up before support staff arrived each day and sat untouched until someone was free, slowing turnaround and delaying patient delivery. Staff knew the day could run better but lacked the data to prove it.
Solution
We mapped the full dispensing day with frontline staff to find where work got stuck. Then, we worked with teams to shift coverage to follow the workload. At peak hours, we drew on support from across the network, and we moved scheduled tasks to quieter times of day.
Results
STAFFING TO DEMAND
33%
more prescriptions ready when patients arrive
When staffing doesn’t match the workload, prescriptions wait, and so do patients. With coverage now aligned to demand, work moves through the day instead of piling up, and more fills happen ahead of patient arrivals.
Prescriptions filled before patient arrival, before and after matching staff to demand
Source: Waves project analysis
Additional Outcomes
Work no longer piled up.
Moving scheduled tasks to quieter hours keeps work flowing through the day instead of stacking up each morning.
Data confirmed what staff knew.
Collecting the right data points allowed staff to see exactly where the day got stuck and back up the changes they already suspected would help.
Peaks managed without pressure.
Extra support at the busiest hours means on-site staff can keep up when workload spikes.
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