R. SOMA MAIN CLINIC OPERATION MANAGEMENT PROCESS OPTIMIZATION TO REDUCE PATIENT’S WAITING TIME

• Main Author: Anugrah Putra Yarman, Dwi
• Format: Theses
• Language: Indonesia
• Subjects: Manajemen umum
• Online Access: https://digilib.itb.ac.id/gdl/view/53531
• Institution: Institut Teknologi Bandung

Clinic is one of the places to offer health services to its users. To be able to provide good service, every place that offers health services is required to provide good service so as to provide satisfaction to patients. This research was conducted at R. Soma Main Clinic, which is in the city of Bandung. The purpose of this study was to analyze the existing operational management at R. Soma Main Clinic. By doing this research, it is expected that the quality of existing operational management can be known. So that the patient's waiting time can be made shorter. The data collection method used in this study was conducted qualitatively. In addition, data collection was carried out by means of observation. The qualitative method is done by interviewing one employee at the clinic. The selection of employees is based on the largest workload because it covers all parts of the business process at R. Soma Main Clinic. While observations were made by researchers to obtain additional information that could support the analysis process at the clinic. The method of internal analysis is carried out using Business Process Analysis (BPA). CPA is used to understand the processes that exist in a business process so that its efficiency can be improved. Meanwhile, the external analysis conducted in this study used the consumer behavior approach, competitor analysis, and business ecosystem. Then the results of the internal and external analyzes that have been carried out are processed to get the root cause of the problem. The improvement that must be done by R. Soma Main Clinic is to improve the existing organizational structure to suit the needs and conditions of the clinic. In addition, changes to the standard operating procedure (SOP) writing format and its translation are needed so that employees can more easily understand when reading these SOPs and employee behavior when dealing with patients can be monitored and corrected by the operation manager of the Main Clinic R. Soma.