BUSINESS PROCESS ANALYSIS OF OUTPATIENT WAITING TIME USING SIMULATION CASE STUDY: GENERAL POLY KLINIK PRATAMA MEDIKA ANTAPANI

• Main Author: Handayani
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/36098
• Institution: Institut Teknologi Bandung

As one health care provider, clinic, and other health organizations are required to achieve quality standards set by the Ministry of Health through the Permenkes on minimum standards of hospital or health services. One of the determined standards is the waiting time, where the patient waiting time in obtaining health services in Indonesia is still minimally considered even though minimum standards have been made. As one of the leading healthcare providers in Bandung, outpatient services KPMA want to know the achievement of patient waiting time in the clinic to be the basis for improving service performance and improve patient satisfaction. To analyze the waiting time, data on resource allocation (counters) and service times for each counter are required. Data collected by observation and interview methods to staff in each division, assisted with data recording form and stopwatch. The data selected and analyzed using a control chart to ensure that the data is in a controlled process or not, to be included in the simulation software. The number of staff available and the policy about the time difference between when the service starts also affects the patient's waiting time. The findings of this study are that the waiting time of patients at KPMA is still waiting above the standard. An alternative to adding one resource allocation (physician) in the morning shift, but if it is still implemented will make the next counters busier. When other alternatives are carried out in the simulation by eliminating the difference time (warm-up time in iGrafx) and added one resource in dispensing staff, waiting time and cycle time from the simulation results showing a significant decrease in waiting time.