ANALYSIS OF OUTPATIENT LENGTH OF STAY TIME OF OBSTETRICS & GYNECOLOGY DEPARTMENT IN EDELWEISS HOSPITAL

• Main Author: Salma Nareswari, Nabila
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/76960
• Institution: Institut Teknologi Bandung

As the competition in healthcare services and patients expectations for service quality arise, hospitals are paying more attention in improving their quality from both clinical and management perspective. Minimizing length of stay (LOS) time in the outpatient departments will improve operational performance and in turn, increase patient satisfaction. Hence, Edelweiss Hospital in Bandung has set a standard of a maximum 2-hour LOS for its outpatient services. The aim of this study is to analyze the current performance of OLOS time compared to the standard, analyze each subprocess of OLOS, and ultimately propose suggestions to reduce the OLOS duration at Obstetrics & Gynecology Department as one of the busiest polyclinics in Edelweiss Hospital. In this study, the existing OLOS database collected by the IT team from August 2020-May 2023 will be analyzed using Control Chart and Process Capability to assess OLOS the performance. The results indicate that the OLOS data is currently out of control and not meeting the required standards. To identify which activities cause bottlenecks, each sub-process within OLOS is identified including outpatient waiting time (OWT), doctor examination time, and pharmacy waiting time. The analysis reveals that OWT has the most significant impact on the overall OLOS time, and there are significant mean differences between different doctors' practices. Additionally, the study assesses the performance of the Radiology and Laboratory services at Edelweiss Hospital in accordance with the regulations stated in Kepmenkes no. 129, and the result is the performance does not meet the required standards. After performing the quantitative analysis, BPMN will be used to map the existing business process and describe the patient experience. The application of BPMN was proved to be effective in detecting bottlenecks that slow down the process and analyze non-value added activities to the process. Then, improved BPMN is visualized as the proposed strategy. The suggested improvements include enhancing the website system to verify patients’ insurance databases, collect new patient databases, and provide time slot suggestions for appointments. Kiosks are also utilized to record patient databases by scanning a QR code generated from the website upon arrival, eliminating the need for a registration counter. Patients will arrive at the hospital according to their assigned time slots and proceed directly to the polyclinic, which in turn will minimize waiting time.