Analisa dan Perbaikan Proses Bisnis Pelayanan Pasien Rumah Sakit dengan Pendekatan Business Process Improvement

Abstract

Fast and efficient patient service increases patient satisfaction, whereas slow and complicated service leads to dissatisfaction. RSUD Gambiran, as a healthcare provider, is committed to delivering high-quality healthcare service. However, several problems exist wihtin patient service business process. If these problems are ignored without improvement, they will hinder operations and reduce patient satisfaction. The primary problems identified include morning patient registration queues, medication backlogs in the hospital pharmacy, and cashiers having to check and combine payment receipts, which is prone to errors. An in-depth analysis and business process improvements are needed. This study aims to improve the patient service business process by applying the BPI method. The business process improvement phase begins with modeling the business process using BPMN to understand the current workflow. Root cause analysis is conducted to identify the source of the problem. Business process improvement solutions are designed using streamlining tools. Finally, a simulation is conducted to compare the performance of the as-is model with the to-be model. The results show that the cycle time of the patient service business process model is reduced. The patient registration process is 1.6 minutes faster, medication returns are 7.6 minutes, and outpatient services are 11 minutes faster.