OUTPATIENT WAITING TIME ANALYSIS AT RS SANTO BORROMEUS

• Main Author: Ineswari, Audria
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/34162
• Institution: Institut Teknologi Bandung

As larger proportion of the Indonesian get healthcare benefit through the national health insurance scheme (Jaminan Kesehatan Nasional, or JKN), the private sector is well poised to respond to the increased demand. RS Santo Borromeus is a private hospital located in Bandung, Jawa Barat, which provides both outpatient and inpatient services. RS Santo Borromeus has an average of 86 minutes of lead time while the maximum lead time that has been set by Keputusan Menteri Kesehatan Republik Indonesia No. 129/MenKes/SK/II/2008 is 60 minutes. Therefore, RS Santo Borromeus needs to improve its patient’s waiting time in order to have better customer satisfaction index. Factors associated with patient’s waiting time are process related factors, hospital related factors, and patient related factors. The causes of long patient’s waiting time are unavailability of installed insurance sign, limited staff, misplaced medical record files, borrowed medical record files, early patients arrival, and late doctors. People with health insurance often come to the wrong desk and it causes longer queue for the non-insurance patients. The number of available staff affects patients waiting time because there is a bottleneck in the third waiting phase which is waiting to be called to the doctor’s room. Digitalization is suggested as the solution because it allows patients to come based on the predicted examination time. This option will reduce patient waiting times. The offline registration process will be replaced by online registration using mobile application and website. While the paper -based medical record files will be replaced by electronic medical record. The new medical records will be paperless and centralized. Current medical record files will be transferred to the digital database so it will be more accessible. This transformation allows doctors and nurses to access the files using the available PCs in every examination room. It also removes medical record files search process. The implementation of digital system will be run using PDCA Framework. Based on the prediction, this new system can reduce patients waiting time by 77.9%, from 86 minutes to 19 minutes which suits the Indonesian Ministry of Health’s policy.