PROPOSED IMPROVEMENTS IN QUEUING PROCESS OF OBSTETRIC GYNECOLOGY POLYCLINIC OUTPATIENT AT RSIA BM

• Main Author: Ayu Amanda, Rizka
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/65373
• Institution: Institut Teknologi Bandung

RSIA BM is a privately owned women and children hospital, which initially launched in the Covid-19 pandemic situation. Since the initial operation, RSIA BM has improved a lot and became one of the preferred hospitals in the neighborhood. RSIA BM already uses advanced technology in its queuing process compared to another hospital that is still using manual processes. However, there are operational issues related to the queuing process in the Obstetrics and Gynecology Polyclinic that triggered dissatisfaction and complaints from the outpatients. In this research, the researcher aims to determine the improvement suggestions in the queuing process of obstetric gynecology polyclinics at RSIA BM by determining the key drivers of customer’s satisfaction and the outpatient queuing process contributing factors. The researcher used a qualitative method to obtain information, insights, and opinion from the reliable interview respondents. In addition to that, the researcher also conducted secondary data collection from previous studies that correlated with the main issue. Based on the findings, the researcher interprets the research result into 3 main categories, which are major challenge, key attraction, and solution recommendation. Major challenges to increase the customer satisfaction are a long waiting time and bounced waiting line. The main key attractions that contribute to the customer satisfaction are mobile application system, on time schedule, sudden cancellation, queuing notification availability, hospital staff collaboration, and self check in service. The solutions recommended by the researcher to improve the outpatient queuing process are to provide clear information, actively follow up stakeholders, and monitor the waiting time.