Analysis of Outpatient Length of Stay Time of Obstetrics & Gynecology Department in Edelweiss Hospital
Nabila Salma Nareswari, Mursyid Hasan Basri

a) School of Business and Management, Bandung Institute of Technology
Jalan Ganesa 10, Bandung 40132, Indonesia
nabila_salma[at]sbm-itb.ac.id

Abstract

As the competition in healthcare services and patients expectations for service quality arise, hospitals are paying more attention in improving their quality from both clinical and management perspective. Minimizing length of stay (LOS) time in the outpatient departments will improve operational performance and in turn, increase patient satisfaction. The aim of this study is to analyze the current performance of OLOS time compared to the 2-hour standard from hospital management, analyze each subprocess of OLOS, and ultimately propose suggestions to reduce the OLOS duration at Obstetrics & Gynecology Department of Edelweiss Hospital in Bandung. In this study, the existing OLOS database from August 2020-May 2023 will be analyzed using Control Chart and Process Capability to assess OLOS the performance. BPMN will be used to map the existing business process and analyze non-value added activities to the process. Then, improved BPMN is visualized as the proposed strategy. The suggested improvements include enhancing the website system to verify patients, insurance databases, collect new patient databases, and provide time slot suggestions for appointments. Kiosks are also utilized to record patient databases by scanning a QR code generated from the website upon arrival, eliminating the need for a registration counter. Patients will arrive at the hospital according to their assigned time slots and proceed directly to the polyclinic, which in turn will minimize waiting time.

Keywords: Healthcare Quality Improvement- Length of Stay- Outpatient Department- Process Mapping

Topic: Innovation, Operations, IT Management and Supply Chain Management