#TITLE_ALTERNATIVE#

• Main Author: NATALIA (NIM :23410083) ; Pembimbing Dr. Ir. T.M.A. Ari Samadhi, INGE
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/18706
• Institution: Institut Teknologi Bandung

Health services is crucial and becomes a very important need for community. Health services can not be done entirely by the government, both in technical and financial aspects. Therefore, the active participation of the private sector are indispensable, either for the health facilities, the health personnel, or the medicines. Along with the increasing number of private hospitals in Indonesia, the competition among hospitals even more stringent. Each hospital strives to provide the best health care that they can offer. Consumers of hospitals have the freedom in choosing a hospital that can meet the needs and satisfy them. Therefore, the design of health services in Indonesia were already supposed to be concerned about patient satisfaction. To eliminate activities that do not increase patient satisfaction, this study will use the concept of lean thinking approach. This study will measure the success rate of application of lean thinking to the hospital based on patient satisfaction. Therefore, this study will develope a lean assessment to determine the level of the application of lean thinking based on the level of patient satisfaction. To develop the lean assessment for determining the level of the application of lean thinking based on the level of patient satisfaction, we need to examine the relationship of lean implementation with the increasing of patient satisfaction. Furthermore, the dimensions of patient satisfaction will be measured to our case, Maternity Hospital A. After determining the level of dimensions of patient satisfaction, based on the relationship of lean implementation with the increasing of patient satisfaction that has been obtained, we can know the causes of low dimension of patient satisfaction associated with lean implementation. <br /> <br /> <br /> <br /> <br /> The results of this study is the relationship proposition of lean implementation <br /> <br /> <br /> <br /> <br /> with the increasing of dimensions of patient satisfaction and lean assessment that can determine the level of the application of lean thinking based on the level of patient satisfaction. But there are still some weaknesses on the lean assessment, which are the questionnaire only related to the normal delivery, the questionnaire addressed to the respondents with middle level of education, and there is no validation process for the questionnaire that has been repaired.