REDUCING SERVICE WAITING TIME ON BPJS MEDIKA ANTAPANI PHARMACY

• Main Author: Muhammad Nur Fallah, Adrian
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/32370
• 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. BPJS Medika Antapani Pharmacy is one of the pharmacies in Bandung which has cooperated with BPJS. As a PRB and Chronic Pharmacy, BPJS Medika Antapani Pharmacy wants to improve the quality of service by reducing service waiting time to below SPM (Standar Pelayanan Minimum) Pharmacy and company’s target that is 30 minutes. This research will analyze what causes of service waiting time that exceed the SPM and find a better solution by using simulation and values analysis. First, the researcher will analyze the current business processes. Second, collected data from interview, observation, and Medika Antapani database. For the data on how long each process takes then checked with I-MR Chart to test whether the data is in control or not. After the control chart shows that all processes are in control and the model of simulation has been verified, the researcher then put all the data into the simulation, conducted simulation validation, determined the assumptions and limits and performed the simulation by using iGrafx software. The simulated result analyzed are service waiting time and resource utilization. It can be concluded that the current condition is not meeting the standard because the average service waiting time is above the SPM Pharmacy and company’s target that is 30 minutes. Moreover, the current business process still contains activities that belong to the Customer Non-Value Added. The researcher then made some scenarios to find the best solution. Under the new condition, the average service waiting time on BPJS Medika Antapani Pharmacy will be under 30 minutes and the average utilization of each division will be above 50%.