ANALISIS LEAN SERVICE RECOVERY (LSR) DALAM MEDICATION MANAGEMENT DAN PELAYANAN KEFARMASIAN RUMAH SAKIT: A SYSTEMATIC LITERATURE REVIEW

Abstract

This study aims to analyze the implementation of Lean Service Recovery (LSR) in medication management and hospital pharmaceutical services through a Systematic Literature Review (SLR) approach. The research was conducted using the PRISMA framework by systematically reviewing scientific articles retrieved from Scopus, ScienceDirect, SpringerLink, PubMed, and Google Scholar databases. The literature selection process yielded 22 relevant studies focusing on lean management, service recovery, medication management, patient safety, and pharmaceutical care in hospital settings. The findings indicate that Lean Service Recovery significantly contributes to improving both the efficiency and quality of pharmaceutical services. This is achieved through the optimization of prescription workflows, reduction of waiting times, prevention of medication errors, improvement in drug distribution accuracy, and enhancement of patient safety and patient satisfaction. Furthermore, the integration of smart pharmacy systems and digital healthcare technologies enhances service effectiveness and accelerates service recovery processes. However, several challenges were identified, including organizational resistance to change, limited human resources, insufficient lean management training, and suboptimal pharmaceutical information systems. Therefore, Lean Service Recovery can be considered a strategic approach that integrates operational efficiency, service recovery, continuous improvement, and patient-centered care to support more responsive, safe, and sustainable hospital pharmaceutical services.