Vinna Amalia Resi Damayanti (2021) Analisis Waste Alur Pelayanan Menggunakan Service Blueprint Sebagai Upaya Peningkatan Capaian Waktu Tunggu (Studi Di Instalasi Rawat Jalan Rumah Sakit Mata Undaan Surabaya). Thesis thesis, UNIVERSITAS AIRLANGGA.

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Abstract

Mata Undaan Hospital has some mandatory indicators, such as service waiting time at the outpatient Instalation. The service waiting time indicator at an outpatient Instalation is ≤ 60 minutes with a target of 100%. From 2017 to 2019, the achieved service waiting time for the outpatient Instalation was 44.8%. This study aimed at arranging the recommendation to improve the achieved waiting time for the specialist (VIP) outpatient and the general outpatient Instalation at Mata Undaan Hospital, Surabaya, by conducting the waste analysis using a service blueprint. This study was descriptive. The study design used here was observational with a crosssectional approach, and the sample was the officers and the patient having treatment at the outpatient Instalasi within February to March 2020. The result showed the customer action, BPJS-health patients, waiting at Instalation 1 with an average time of 13 minutes, and the out of pocket patients mostly spent 13 minutes and 44 seconds. At the specialist (VIP) outpatient Instalation, the turn to see a doctor of 20 minutes. For the variable onstage, at the general outpatient Instalasi, the process of conducting initial examinations mostly spent 8 minutes for providing service to BPJS-health patients and 13 minutes to out of pocket patients. At the specialist (VIP) outpatient Instalation, for initial examinations with an average time of 12 minutes. For the variable backstage, preparing patient’s files took 8 minutes on average for BPJS-Health patients. The result showed the Physical evidence and support process, 70.55%, 73,6% of patients thought that the physical evidence at the specialist (VIP) outpatient Instalation was categorized as good. Waste occurred 13 types of waste. The recommendation was rescheduling the doctors’ schedule, planning the E-medical record for storing patients’ files, and maintaining the hygiene and regular maintenance towards every supporting facility available at the outpatient Instalation

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