Time Waste at Specialist Clinic Service of Primasatya Husada Citra (PHC) Hospital Surabaya
Keywords:Outpatient, waiting time, waste
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.
LicenseAuthors 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).