Waiting Time Minimization for Outpatient Service in Universitas Andalas Hospital using The Lean Hospital Method

Hilza, Rahmi Basri (2020) Waiting Time Minimization for Outpatient Service in Universitas Andalas Hospital using The Lean Hospital Method. Diploma thesis, Universitas Andalas.

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Abstract

Health service companies today are growing rapidly, both in terms of quantity and quality. Hospital as one of the health facilities has to improve and pay attention to the quality of health services. Nowadays, hospital competition is getting tougher with the increasing number of hospitals, so that hospitals are required to be more competent by improving existing services. Universitas Andalas Hospital is one of the hospital located in Padang City which has a problem with the waiting time of outpatient service. The waiting time in outpatient installation has not comply the standard. Based on the preliminary study, the average waiting time is more than 60 minutes. The purpose of this study is to improve the outpatient service in Universitas Andalas Hospital process by elimination of waste, so the waiting time of the outpatient service process can be reduced. Improvements on the outpatient service process in Universitas Andalas Hospital were carried out using the lean hospital method. This method consists of 6 steps, including: 1) Obtaining Value Stream Mapping (VSM) of the outpatient service process, 2) Determining value added and non-value added activities using the Value Added Assessment (VAA) method, 3) Identifying the causes of waste in the outpatient service process using fishbone diagram, 4) Identifying the failure modes that can occur with the Failure Mode and Effect Analysis (FMEA) method, 5) Calculating the Risk Priority Number (RPN) to determine risk priorities, 6) Designing proposed improvements to the service process in outpatient installations. From the study results obtained that the average of waiting time experienced by patient in outpatient installation is 72 minutes 59 seconds. Based on Value Added Assessment, the number of activities on outpatient service flow are 36 activities, consist of 28 value added activities, 6 necessary but non-value added activities, and 2 non-value added activities. Based on the proposed improvement, waiting time can be reduced by eliminating non-value added activities. It reduced waiting time by 15 minutes, so the waiting time for outpatient service become 57 minutes 59 seconds which comply the standard waiting time of outpatient service according to the Decree of the Minister of Health Number 129 / Menkes / SK / II / 2008. The waiting time have been reduced by 20.78%. Keywords: hospital, lean, waiting time, improvement

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