What is the first step in the six steps of pharmacy workflow analysis?

• A. observe current workflow and document tasks/activities for processes of interest
• B. map the workflow for the process
• C. identify bottlenecks/trouble spots
• D. implement changes in the workflow

Answer: (D)

Observe the current workflow and document the tasks and activities for the process of interest. This creates a factual baseline of what actually happens, including who performs each task, the order of steps, handoffs, and where delays or interruptions occur. In a pharmacy setting, you’d trace from when a prescription is received through entry, verification, dispensing, labeling, and delivery to the patient, noting durations, decision points, and dependencies. Capturing the real sequence and realities helps uncover informal practices, skipped steps, or variations that policy alone doesn’t show. With this baseline, you can map the workflow to visualize the process, then identify bottlenecks and opportunities for improvement, and finally design changes with a solid understanding of current behavior.