Time Waste at Specialist Clinic Service of Primasatya Husada Citra (PHC) Hospital Surabaya
DOI:
https://doi.org/10.21776/ub.jkb.2022.032.01.2sKeywords:
Outpatient, waiting time, wasteAbstract
Waiting time in outpatient services is a factor that causes patient dissatisfaction and affects hospital image. The standard waiting time for outpatient services in hospitals, starting from the registration until the end of the doctor's examination, is 60 minutes. This study was conducted to identify time waste in the registration process of outpatient services. This descriptive study was done at the Specialist Clinic of Primasatya Husada Citra Hospital (PHC Hospital) Surabaya. The time waste identification on waiting time was carried out using the Value Stream Mapping (VSM) method using observation data at PHC Hospital, which were categorized as defect, overproduction, waiting, non-utilized talent, transportation, inventory, motion, and extra processing. Activities carried out were identified and grouped into categories, namely waiting, service, and transport document, and then reclassified into value added, non-value added, and necessary non-value added. The results show that the waiting time wastes were waiting after verification (± 60.2 minutes), filling out e-RM (± 139.6 minutes), and waiting for the doctor to come.
Downloads
References
Wahyuningsih N. Analisis Lost Patient di Poliklinik Rawat Jalan Rumah Sakit Pertamina Jaya Tahun 2008. [Thesis]. Universitas Indonesia, Jakarta. 2009.
Febriyanti DH and Kurniadi A. Deskripsi Faktor-faktor yang Mempengaruhi Waktu Tunggu Pendaftaran di TPPRJ RSUD Tugurejo Semarang Tahun 2003. Journal of Chemical Information and Modeling. 2003; 53(9): 1689-1699.
AlSubaie HA, Alnaim M, and Alsubaie S. Literature Review: Waiting Time and Patient Satisfaction Relationship. International Journal of Sciences: Basic and Applied Research. 2021; 59(2): 161–164.
Adamu H and Oche M. Determinants of Patient Waiting Time in the General Outpatient Department of a Tertiary Health Institution in North Western Nigeria. Annals of Medical Health Sciences Research. 2013; 3(4): 588-592.
Mohebbifar R, Hasanpoor E, Mohseni M, Sokhanvar M, Khosravizadeh O, and Isfahani HM. Outpatient Waiting Time in Health Services and Teaching Hospitals: A Case Study in Iran. Global Journal of Health Sciences. 2014; 6(1): 172–180.
Laeliyah N and Subekti H. Waktu Tunggu Pelayanan Rawat Jalan dengan Kepuasan Pasien terhadap Pelayanan di Rawat Jalan RSUD Kabupaten Indramayu. Jurnal Kesehatan Vokasional. 2017; 1(2): 102–112.
Sulistyaningsih, Pertiwi TS, and Qomarania WZ. Comparison of Waiting Times at Patient Satisfaction Level at Moestopo University Dental and Oral Hospital. Proceedings of the 1st International Conference on Health (ICOH 2019). 2020; p. 184–188.
Menteri Kesehatan Republik Indonesia. Surat Keputusan Menteri Kesehatan Republik Indonesia No: 129/Menkes/SK/II/2008 Standar Pelayanan Minimal Rumah Sakit. Jakarta: Kementerian Kesehatan RI; 2008; p. 121.
Yang PC, Chu FY, Liu HY, et al. Features of Online Hospital Appointment Systems in Taiwan: A Nationwide Survey. International Journal Environmental Research and Public Health. 2019; 16(2): 1-10.
Usman I and Ardiyana M. Lean Hospital Management, Studi Empirik pada Layanan Gawat Darurat. Jurnal Manajemen Teori dan Terapan. 2017; 10(3): 257-270.
Okotie OT, Patel N, and Gonzalez CM. The Effect of Patient Arrival Time on Overall Wait Time and Utilization of Physician and Examination Room Resources in the Outpatient Urology Clinic. Advances in Urology. 2008; 2008: 1–3.
Firdaus M. Improving Patient Safety And Hospital Service Quality Through Electronic Medical Record: A Systematic Review. Jurnal Administrasi Rumah Sakit Indonesia. 2019; 6(1): 37–46.
Simanjuntak M. Tinjauan Faktor–faktor yang Mempengaruhi Waktu Tunggu Pelayanan Rekam Medis di Pendaftaran Rawat Jalan di RSUD. Dr. R. M. Djoelham Binjai Tahun 2015. Jurnal Ilmiah Perekam dan Informasi Kesehatan Imelda. 2016; 1(1): 21-28.
David, Haryanti T, and Widayanti E. Hubungan Keterlambatan Kedatangan Dokter terhadap Kepuasan Pasien di Instalasi Rawat Jalan. Jurnal Kedokteran Brawijaya. 2014; 28(1): 31-35.
Downloads
Published
Issue
Section
License
Copyright (c) 2022 Jurnal Kedokteran Brawijaya
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
Authors who publish with this journal agree to the following terms:- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).
