Lean Healthcare Implementation Mentoring to Reduce Waiting Times for Outpatient Services at PKU Sekapuk Hospital
DOI:
https://doi.org/10.61181/4v2f2x42Keywords:
Operational Quality, Plan-Do-Study-Act, Queue Management, Service FlowAbstract
Waiting time for outpatient services is a key psychological determinant of patient loyalty. PKU Sekapuk Hospital experienced a decline in visit volume due to acute queue accumulation issues triggered by mixed registration counters for Badan Penyelenggara Jaminan Sosial (BPJS) and General patients, as well as the manual flow of prescription paper circulation from the polyclinic to the pharmacy installation. The Community Empowerment Program (CEP) aims to restructure the physical service flow to reduce waste of waiting time. The methodology applied is the Lean Healthcare philosophy through the four-quadrant Plan-Do-Study-Act (PDSA) cycle. Physical interventions were carried out by decoupling the flow (separating the dedicated BPJS counter from the General counter) and implementing a mechanical drop-box system and internal courier for the flow of prescription paper. The results of the post-mentoring time study showed a reduction in total waiting time of 66.3%. The queue duration at the registration counter was reduced to 12 minutes and the time for preparing finished prescriptions at the pharmacy depot dropped drastically to 25 minutes. The CEP program successfully met the Ministry of Health’s Minimum Service Standards (MSS) while realizing the hospital’s operational quality indicator targets.
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