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Analysis of Outpatient Installation Pharmacy Waiting Time at Special Hospital of Drug Addiction Jakarta in 2023 Abstract Prescription services waiting time in outpatient installations is one of the indicators for evaluating the performance of pharmaceutical installations that affects the quality of hospital services. Hospitals need to effort that prescription services waiting time meet the Minimum Service Standards (SPM). Through the Lean method with the Value Stream Mapping approach, this study aims to determine the prescription service procedures at the outpatient installation of RSKO Jakarta, identify value added and non-value added and waste that occurs so that factors that cause waste can be analyzed which can be prevented through the strategy recommendations obtained. This is a qualitative research with data collection obtained through observing and recording the e-prescriptions services waiting time at the RSKO outpatient installation, extracting in-depth information from informants and reviewing documents. Observations were made on 20 concoction medicine recipes and 10 concoction medicine recipes. The selection of informants was carried out using a purposive sampling technique and interviews were conducted with patients to obtain value from the customer's perspective according to the principles of the Lean method. The data obtained is then analyzed to obtain the factors affecting the prescription services waiting time duration using a fishbone diagram then a scoring system is carried out by assessing the urgency, severity and growth aspects of the cause problem so that priority recommendations can be formulated. The results of research conducted in April-May 2023 found that the average waiting time for prescription drug services was 49.25 minutes (VAR 17.5%) and for concoction drugs 80.2 minutes (VAR 33%), which means that it still exceeds the SPM set by KMK No. 128 of 2009 (no concoction drug recipe < 30 minutes, concoction drug recipe < 60 minutes). Some of the factors that cause waste are inefficiency in human resources, pharmaceutical inventory systems that have not been automated, inadequate evaluation/monitoring of drug use, the absence of a separate system for emergency prescription services, prescription service SPO that has not been adjusted with the establishment of prescription response time quality standardsfor each process, networks information system that frequently down/loads repeatedly and patient’s interruption for asking information. It is hoped that in the future an improvement strategy can be carried out to improve the waiting time for prescription services; increasing HR efficiency through arrangements so that during peak hours pharmaceutical HR focuses on working on the duties and functions of prescription services, facilitating a pharmaceutical inventory system with an automated system, implementing an evaluation system for monitoring drug use more effectively so that procurement planning becomes more accurate, regulation separates prescription services from the emergency room, providing SPO in accordance with prescription service implementation, separate the information system network between patient services and office and providing reachable information for pastient (visual management).
Latar Belakang : Rawat jalan sebagai salah satu garda terdepan layanan di rumah sakit yang dituntut untuk memberikan layanan yang cepat dan berkualitas. RS. X merupakan rumah sakit swasta yang dalam pelaksanaan kegiatan usahanya sepenuhnya bergantung pada pembiayaan dari pasien pribadi dan penjaminan pihak ketiga. Semakin meningkatnya jumlah pasien rawat jalan yang menggunakan penjaminan pihak ketiga, maka tuntutan kualitas dan kecepatan pelayanan rumah sakit juga semakin tinggi. Proses verifikasi penjaminan untuk pemeriksaan penunjang di rawat jalan merupakan suatu proses di tengah alur rawat jalan untuk memastikan apakah pemeriksaan penunjang yang disarankan oleh dokter dapat dijaminkan atau tidak oleh pihak penjamin sebelum pasien melakukan pemeriksaan tersebut. Target proses verifikasi ini tercapai dalam waktu 15 menit, namun rata-rata capaian baru mencapai 66,9% dan belum memenuhi target yang ditetapkan RS. X minimal 90%.
Metode : Penelitian ini menggunakan desain penelitian operational reasearch dengan pendekatan kuantitatif dan kualitatif. Teknik pengambilan sampel secara non probability sampling dengan jumlah 90 sampel. Pemilihan sampel berdasarkan pola distribusi poliklinik, hari dan waktu.
Hasil : Pada posisi current state, rata-rata lead time proses verifikasi untuk pemeriksaan penunjang di rawat jalan RS. X 16 menit 58 detik, dimana 53,9% merupakan kegiatan non value added yang didominasi waste waiting (87,8%) dan over processing (12,2%). Dari analisis 5 Whys didapatkan akar masalah yang menyebabkan waste adalah menunggu antrian pemeriksaan berkas verifikasi, menunggu catatan medis dokter, konfirmasi biaya tindakan rehabilitas medik, konfirmasi kronologis sakit dan menunggu terhubung dengan pihak penjamin. Penerapan metode Lean menggunakan tools Standardization berhasil menurunkan lead time sebesar 23,2% yaitu menjadi 13 menit 2 detik dengan penurunan kegiatan non value added sebesar 26,2% (2 menit 24 detik).
Kesimpulan : Penerapan metode Lean berhasil menurunkan lead time dan mengurangi waste pada proses verifikasi penjaminan untuk pemeriksaan penunjang di RS. X.
Background : Outpatient service as one of the hospital’s frontline services that is required to provide fast and quality services. Hospital. X is a private hospital that in carrying out its business activities fully financially relies on private patients and third party guarantees. The increasing number of outpatients using third party guarantees, in line with the increasing of quality and speed demands of hospital services. The guarantee verification process for outpatient examinations is a process occur in the middle of the outpatient flow aim to ensure whether the examinations recommended by the doctor can be guaranteed or not by the guarantor before the patient undergoes the examination. Target for this verification process is achieved within 15 minutes, but the average achievement has only reached 66.9% and has not met the target set by the X Hospital minimum 90%. Method : This study adopted an operational research design with a quantitative and qualitative approach. The sampling technique used was non-probability sampling, with a total of 90 samples. Sample selection based on the distribution pattern of the polyclinic, day and time. Result : In the current state position, the average lead time for the verification process of supporting examinations in outpatient care at Hospital X is 16 minutes 58 seconds, where 53.9% is non-value added activities dominated by waste waiting (87.8%) and over processing (12.2%). From the 5 Whys analysis, the root cause of waste is waiting for the verification file examination queue, waiting for the doctor's medical records, confirmation of medical rehabilitation costs, confirmation of the chronology of illness and waiting to be connected with the guarantor. The application of the Lean method using the Standardization tool succeeded in reducing the lead time by 23.2% to 13 minutes 2 seconds with a decrease in non-value added activities by 26.2% (2 minutes 24 seconds). Conclusion : The implementation of the Lean method has succeeded in reducing lead time and waste in the assurance verification process for supporting examinations at X Hospital.
Kata kunci: waktu mulai operasi, metode lean thinking, six sigma, kegiatan value added, kegiatan non value added
The delayed time of starting an elective operation can cause delay to the next scheduled operation, decrease utilization of an operating room, increase risk of complaint from patients and operator doctors. This study was an action research study by observing to analyzing the current state of elective operating room process and value flow, in purpose to reduce the delayed starting time of elective operation and increasing the utilization of operating room using lean thinking and six sigma approach. The result of this study shows that the non value added activities of elective operation process is 62,92 % for patient who use insurance, 59,80% for the out of pocket patient, and 52,34 % for inpatient category. By the implementation of recommended solution for the operation process able to decrease the non value added activities to 34,62% for patient with insurance, 36,41% for out of pocket patient, and 14,50% for inpatient category.
Keyword: start time of operation, lean thinking and six sigma method, value added, non value added
The Comprehensive Emergency Obstetrics and Newborn Care (CEmONC/PONEK) services are required to reduce maternal deaths and infant mortality in an easy and sufficient response time performance. Improving the response times in the behavior of caesarean sections at RSUD dr. Doris Sylvanus Palangkaraya by means, the lean method could be established in this research. The aims of this research are to determine the value stream mapping of the flow, value added activities, non-value added activities and waste in the flow of services, and to prepare the future map in PONEK 's unit of RSUD dr Doris Sylvanus for the operational flow. This research used a qualitative approach using lean methods, by reviewing and evaluating data, and by carrying out insightful interviews with PONEK management, the patient and the family, respectively. The PONEK services run by dr. Doris Sylvanus required few things to be considered such as triage, registration, midwife and doctor evaluation, assessments, acts, prescription, cashiers, transfers and operating rooms. Cesarean section response time systems at RSUD dr. Doris Sylvanus's PONEK facilities are based on some of the policy decisions on the pharmacy store, BDR/ PMI, cashier, relocation and surgical room. The results of this study showed that in the current state of the streaming value mapping, before and after intervention, 41.17% of the non valued added activities for the caesarean sections emergency have been used change to 33.9% while the value added activities were showed at 58.83 % change to 66.1% with the total lead time 114.4 minutes change to 49.2 minutes, so that appropriate steps were needed to shorten the caesarean sections response time mapping in PONEK service of dr. Doris Sylvanus Hospital, Palangkaraya
Kata kunci: waktu tunggu, metode lean hospital, waste, value stream mapping, kegiatan value added, kegiatan non value added.
Pharmaceutical services are supporting services that function in the management of drugs, disposable medical materials and medical devices in hospitals. The availability of drugs is a very important factor in hospital services and can determine the quality of hospital services. Kalideres Regional Hospital borrows drugs from several agencies to overcome drug shortages in 2024. This study aims to determine the application of the Lean and ABC-VEN methods in improving drug management and planning. This study uses the Lean method in analyzing the drug management and planning process to determine the Current State Stream Map, identify Value Added, Non Value Added and Waste and implement the Future Stream Map. The ABC-VEN method is used to classify drugs as a reference in making drug management and planning policies. The results of the study found waste overprocessing, overproduction and waiting in the drug management and planning process so that interventions were carried out by updating Standard Operating Procedures and implementing spreadsheet inventory. In ABC Usage, Classification A was 11.7%, Classification B 20.1%, Classification C 68.2%. In ABC Investment, Classification A Drugs were 17.2%, Classification B 29.9%, Classification C 52.9%. Classification V Drugs 13.6%, Classification E 80.2%, Classification N 6.2%. The conclusion is that drug management and planning are still included in the un-LEAN process and have not been able to respond to the increasing need for patient services. The application of the Lean method can shorten the process of drug management and planning. The results of the application of the ABC method can be a reference in the process of further drug management and planning.
Mutu pelayanan kesehatan sangat dipengaruhi oleh waktu tunggu pasien, yang merupakan indikator penting dari kepuasan pasien. Peraturan Menteri Kesehatan No. 129 menetapkan waktu tunggu maksimal 60 menit untuk pelayanan rawat jalan. RSUD Pasar Minggu telah menerapkan reservasi online untuk mengurangi waktu tunggu, namun waktu tunggu di klinik rehabilitasi medik masih tinggi. Oleh karena itu, penelitian ini menggunakan pendekatan Lean untuk mengidentifikasi dan mengurangi pemborosan dalam proses pelayanan. Metodologi : Penelitian ini menggunakan desain action-research dengan pendekatan kualitatif, 24 pasien BPJS klinik rehabilitasi medik yang mendaftar melalui online akan dijadikan sampel sebagai data observasi waktu tunggu dengan metode time-motion Hasil : Hasil penelitian dengan pendekatan Lean berhasil mengidentifikasi waste waiting pada tahap pelayanan dokter sebagai waste tertinggi, akar masalah yang ditemukan pada waktu tunggu pelayanan dokter yang lama teridentifikasi metode fishbone analysis mencakup kurangnya SDM, tata letak ruangan, serta belum adanya SPO pada pelayanan pasien pendaftaran online. Intervensi dilakukan mengikuti prinsip Lean yaitu standardized work dan visual management. Berdasarkan perhitungan future state map secara simulatif dapat menurunkan lead time dari 2 jam 28 menit menjadi 1 jam 46 menit dengan penurunan persentase aktivitas non value added (¯28%). Ksesimpulan : kombinasi penerapan prinsip Lean yang dibutuhkan mencakup prinsip heijunka, standardized work, visual management, dan 5S dapat waste (NVA) dari 2 jam menjadi 1 jam 16 menit (¯63%).
The quality of healthcare services is significantly influenced by patient waiting times, which are a crucial indicator of patient satisfaction. The Ministry of Health Regulation No. 129 sets a maximum waiting time of 60 minutes for outpatient services. RSUD Pasar Minggu has implemented online reservations to reduce waiting times; however, waiting times at the medical rehabilitation clinic remain high. Therefore, this study uses a Lean approach to identify and reduce inefficiencies in the service process. Methodology : This study uses an action-research design qualitative approaches, employing probability sampling to select a sample of 24 BPJS patients who registered online at the medical rehabilitation clinic. Results : The Lean approach identified "waiting" waste at the doctor service stage as the highest waste. The root cause analysis using the fishbone method identified long doctor service waiting times caused by the shortage of human resources, inefficient room layout, and the absence of Standard Operating Procedures (SPO) for online registration patients. Interventions were implemented following Lean principles, including standardized work and visual management. A future state map simulation showed that lead time could be reduced from 2 hours 28 minutes to 1 hour 46 minutes, with a 28% reduction in non-value-added activities. Conclusion : The combination of Lean principles needed includes heijunka, standardized work, visual management, and 5S. These principles successfully reduced non-value-added activities from 2 hours to 1 hour 16 minutes, a 63% decrease.