SERVICE DESIGN IMPROVEMENT FOR EMERGENCY DEPARTMENT IN SANTO YUSUP HOSPITAL

• Main Author: RADYAN (nim : 13414053), PAULUS
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/29921
• Institution: Institut Teknologi Bandung

Emergency department (ED) in every hospital provides first aid for patients who experience serious and/or sudden sickness or injury. Santo Yusup Hospital is a hospital who provides emergency services. From January 2018 to May 2018, a total of 13.638 patients were admitted in Santo Yusup Hospital's ED. <br /> <br /> Based on Santo Yusup Hospital's ED data, there were complaints from the visitors (including patients and caretakers) based on the service they received in Santo Yusup Hospital's ED during January 2018 to May 2018. Those symptoms arose because Santo Yusup Hospital's ED has yet mapped their visitors' needs thoroughly. Therefore, this research aimed to design service improvements for Santo Yusup Hospital's ED with a thorough evaluation of the visitors' needs. <br /> <br /> The method of this research consisted of a few steps. It started with mapping the business process of visitors’ journey in Santo Yusup Hospital's ED using IDEF0 method and then identified service attributes of Santo Yusup Hospital's ED based on Customer Quality Index in Accident and Emergency Department (CQI A&E). Next, based on visitors’ judgment, each of the service attributes were given importance and satisfaction level while being grouped using Kano’s Model dan Refined Kano’s Model. Next, the value of each business process phase contribution in fulfilling service attributes were calculated through process value analysis. Lastly, all of the data collected was analyzed using I-S (importance satisfaction) model and value assessment chart to determine improvement priorities for Santo Yusup Hospital’s ED service attributes and business process. <br /> <br /> The results showed that there are 10 service attributes to be improved and 15 business process phases to be prioritized for further inspection. Improvement recommendations for Santo Yusup Hospital's ED include organizing a training program for managing visitors expectation, organizing communication training towards low health literate visitors, redesigning Santo Yusup Hospital's ED, and implementing Lean in Santo Yusup Hospital's ED.