BUSINESS PROCESS ANALYSIS OF OUTPATIENT WAITING TIME USING SIMULATION CASE STUDY: PUSKESMAS ABC

• Main Author: Rieza Praditha Saputro, Nova
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/55770
• Institution: Institut Teknologi Bandung

The increased number of visitors and patients visiting public services such as Puskesmas has been a serious concern while the service system stays constant and unchanged, which causing the long waiting problem. This research aims to determine the factors of queuing problem and establish effective solution to improve the quality of the services in Puskesmas ABC through effective appointment simulation in order to reduce waiting time. The standard of waiting time set by the Ministry of Health through the Permenkes on minimum standards of hospital or health services, is calculated from the time patient register until get served by doctor.The data collected by conducting observation and interview method in Puskesmas ABC are processed and analyzed using Minitab to find the control chart. The collected data examined with various simulations using iGrafx in order to obtain the most efficient queuing model for proper appointment system. A descriptive study is conducted in order to construct a model that possibly used to estimate patient waiting time and service time at the outpatient counter. The result of the research shows that the factors affecting the length of waiting time of the patient are the waiting time at Physician’s room. Therefore, reducing the workload of medical record staff and improving the flow of medical record are able to significantly reduce the waiting time.