HEALTHCARE SERVICE IMPROVEMENT DESIGN USING BUSINESS PROCESS IMPROVEMENT APPROACH AT KLINIK UTAMA BUMI MEDIKA GANESA

• Main Author: Estrada, Arefo
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/42087
• Institution: Institut Teknologi Bandung

Klinik Utama Bumi Medika Ganesa is a Bandung-based medical clinic owned by Institut Teknologi Bandung through one of its supporting units, Unit Pelaksana Teknis Layanan Kesehatan Bumi Medika Ganesa Institut Teknologi Bandung or UPT Yankes BMG ITB. The clinic was established to serve ITB academic community’s needs on decent and affordable healthcare. In 2018, 40.095 patients visited Klinik Utama Bumi Medika Ganesa to receive treatment from the clinic’s general practitioners, dentists, ophthalmologist, internist, radiologist, acupuncturist and physiotherapists Based on the interviews with the clinic patients, the patients have some issues regarding the clinic’s healthcare service. The most frequently mentioned issues were patient’s waiting time to meet the doctor, unavailability of up-to-date medical equipment and the lack of detailed explanation from the doctor to the patients about their health condition. Therefore, this research was conducted with objective to design healthcare service improvement for Klinik Utama Bumi Medika Ganesa with intention to boost patients’ satisfaction with the service performance. In this research, the clinic’s business strategy and key value driver were defined in the first place to select strategically aligned healthcare service business process based on the stakeholders’ opinion. The research was continued with mapping the business process based on Process Classification Framework standard and identifying healthcare service attribute. Based on the patients’ perception on the attributes’ importance and satisfaction, the attributes were categorized into several different categories in Importance-Satisfaction model, Kano model and Refined Kano’s model. The healthcare service business processes were evaluated using value-added assessment method and designed the Quality Function Deployment to integrate the Kano model, the attributes’ importance rating and the healthcare service business processes. This research measured 27 healthcare service attributes and discovered that 4 attributes needed improvement due to their poor performance perceived by the patients. This research also found that 19 level 4 healthcare service business processes were categorized as non-value-added activities that needed to be reduced or eliminated. This research also proposed several improvement plans to increase the service performance of Klinik Utama Bumi Medika Ganesa and the patients’ satisfaction, including medical equipment maintenance, electronic queueing system and drugs inventory system upgrade, planning and designing of new information systems, information systems training and communication training.