A STUDY OF PRE-IMPLEMENTATION LEAN TO IMPROVING SERVICE QUALITY OF BPJS PATIENTS IN HOSPITAL

• Main Author: Patricia Teng, Fanny
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/57102
• Institution: Institut Teknologi Bandung

Health services is one of national developments main foundation. Hospital as a health service provider has been forced to improve its quality service sustainably in order to achieve an effective and efficient service. Patient as main customer has some perspective about service value. This research aims to studying a potential of implementing lean to improve service quality of BPJS patients in hospital. Lean is a system that fully focuses on effiency with the objectives to improve value through waste elimination. Research was conduct with qualitative approach at five hospitals which are Immanuel Bandung Hospital, dr M. Salamun Air Force Hospital, Hasan Sadikin Central Hospital, Advent Bandung Hospital, and dr. M. Haulussy Hospital. We describe six main issues about the services and categorizing in eight waste of lean hospital, which are waiting, overprocesing, unnecessary transportation, unnecessary motion, defect, and underutilized abilities of people. Then, we analized to find out the cause with fishbone diagram. Lack of staff, accumulation of patient during peak hours, lack of emphaty, work fatique and stress, and unintegrated system become the main reasons.The result shows that lean can be promising to improve the service quality of BPJS patients in hospital that can be success with some supporting aspect, wich are organizational culture, management support, and human resource involvement.