60-Minute Wait For Medication
By Kartika Rahman

Bandar Seri Begawan - "Please be informed: Waiting time for medication is 60 minutes", states a new sign posted at the RIPAS pharmacy counter.

While a crowd at the RIPAS pharmacy counter is not uncommon, the situation has become worse during the month of Ramadhan.

The influx of patients could be attributed to a lack of nutrition and lethargy, which affect many during the fasting month. This causes a drop in the immune system resulting in patients being more susceptible to various illnesses and contagious diseases, according to observers.

"I have been waiting here for over an hour," said a disgruntled patient. "There doesn't seem to be enough counters. This is not a complaint it's a reality. The situation should be handled better. A majority of those waiting here are elderly. There must be a better way to get our medicine."

Another patient, Mohamad Izam said, "I have conjunctivitis. It's a contagious airborne eye disease and I have had to wait two hours in this crowded area to get my medicine. It's dangerous to have this many - sick people waiting around. While waiting for your meds you could end up catching another disease.

"If they could speed up the flow, they could lower the risk," he added.

Meanwhile, RIPAS Special Duties Officer, Saidah Hj Wahid and RIPAS Head of Operational Support Services, Borhan Hj Hamdan, were on hand to assist the situation.

Ms Linda Lim, a pharmacist at the RIPAS Outpatient Pharmacy said, "During Ramadhan, the level of congestion is quite bad. It is mainly due to having only six working hours, which means l'/2 hours less to hand out medicine.

"At the pharmacy we have a `Picking, Packing and Checking Process'. We understand that they are waiting, but we are not like a bank, time is needed to prepare the medicine. For this the waiting time is necessary, we do not want to compromise our work," she added.

She explained that time is needed to mix certain medication such as cough syrups. Occasionally, pharmacists need to refer again to the prescribing doctor to ensure the right medicine is given. They also need to make absolutely sure that all medicines dispensed are accurate.

To improve the situation, the pharmacy is currently looking to recruit more staff, the Bulletin was informed.

Suggestions have also been put forward to higher authorities for renovations to increase efficiency. However, there is currently not much room for the pharmacy to expand as it needs to be centrally located and RIPAS does not have enough space, observers said.

The RIPAS Pharmacy Clients Charter, better known as TPOR ("Tekad Pemedulian Orang Raniai'-'), a customer service guideline, stated that the average waiting time is 39 minutes per person.

Regular surveys are run to check the flow and efficiency of the Pharmacy Counter.

According to an August 2006 survey, the pharmacy serviced an average of 957 patients per day, had an average of 10.4 staff members on duty and exceeded the 39-minute waiting time by 35 per cent.  -- Courtesy of Borneo Bulletin

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