REDUCING SERVICE WAITING TIME ON BPJS MEDIKA ANTAPANI PHARMACY

• Main Author: Muhammad Nur Fallah (19015182), Adrian
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/25052
• Institution: Institut Teknologi Bandung

BPJS (Badan Penyelenggara Jaminan Sosial) is a legal entity established by the government as the organizer of the JKN (Jaminan Kesehetan Nasional) program. BPJS coordinate with health facilities in order to provide an equitable service to entire community. The registered BPJS participants as of April 1, 2018 are 195,170,283 million people and are expected to increase from year to year. BPJS Medika Antapani Pharmacy is one of the pharmacies in Bandung which has cooperated with BPJS. As a PRB and Chronic Pharmacy which is responsible for providing medication to BPJS participants who are suffering from chronic ilness, prolanis, and participants who need medicines for an extended period of time, BPJS Medika Antapani Pharmacy wants to improve the service quality by reducing service waiting time to below SPM (Standar Pelayanan Minimum) Pharmacy that is 30 minutes. This research will analyze what causes the length of service waiting time in BPJS Medika Antapani Pharmacy by using simulation and values analysis. First, the researcher will analyze the current business process. Then, collect data on how long each process takes. The data that has been collected then checked with the control chart using Minitab application to test whether the data is in control or not. The final step in performing the simulation is to create a model that matches the real condition in the field and run the simulation using iGrafx application. The simulated results analyzed are service waiting time and resource utilization. After knowing the current condition, the researcher then look for the best scenario that can reduce service waiting to reach under 30 minutes using simulation. To eliminate assignable variation and NVA (Customer Non-Value Added), the researcher also conducts values analysis on existing activities in BPJS Medika Antapani Pharmacy.