Healthcare Workers' Experiences with Workflow and Workload Management in the Pharmacy Department of a Level III Government Hospital: Basis for a Pharmacy Workforce Optimization Plan

This qualitative descriptive study examined the experiences of healthcare workers regarding workflow and workload management in the Pharmacy Department of a Level III government hospital in Quezon City and used the findings as the basis for a Pharmacy Workforce Optimization Plan. Thirty licensed healthcare workers—10 nurses, 10 medical doctors, and 10 pharmacists—were purposely selected because of their direct involvement in medication-related processes. Data were obtained through semi-structured interviews and analyzed thematically. Participants described a committed pharmacy workforce operating under high prescription volume, urgent requests, simultaneous duties, repeated clarifications, communication gaps, and equipment limitations. Nurses experienced delayed medicines and repeated follow-ups that reduced time for bedside care. Physicians reported dispensing bottlenecks and uncertainty in order status that affected treatment timing. Pharmacists experienced continuous demand and frequent task switching while maintaining accuracy and medication safety. The proposed plan emphasizes clear shift assignments, balanced task allocation, a visible priority pathway for urgent medicines, standardized communication, competency development, reliable equipment, digital tracking, and routine performance monitoring. The findings are context-specific because the study involved one hospital, but they offer a practical interprofessional basis for improving pharmacy operations and patient care.