Analysis of Factors Affecting Waiting Time Outpatient BPJS HKBP Balige Hospital

Ruth Cinta Grace Simbolon () and Fitriani Tupa R. Silalahi ()
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Ruth Cinta Grace Simbolon: Del Institute of Technology, Engineering Management
Fitriani Tupa R. Silalahi: Del Institute of Technology, Engineering Management

A chapter in Proceedings of the International Conference of Economics, Business, and Entrepreneur (ICEBE 2022), 2023, pp 242-249 from Springer

Abstract: Abstract RSU HKBP Balige is one of the private hospitals that has been working with the BPJS since 2014. The challenge for hospitals today is how the available resources can provide the best service with a low-cost operational service process. One thing that can be improved is patient satisfaction, which can be seen in the patient’s waiting time. Waiting time is the time the patient spends waiting from the time he arrives to being examined by a doctor. Based on observations and interviews, the waiting time for outpatients at RSU HKBP Balige is 2–3 h, while the standard waiting time for outpatients based on Keputusan Kemenkes No. 129/Menkes/SK/II/2008 is ≤ 60 min. This study aims to determine what factors affect the length of waiting time for outpatients in RSU HKBP Balige and are grouped using Root Cause Analysis. Based on observations, there are queues at several points of patient service, so simulations are performed to determine the performance of the queuing system using Monte Carlo Simulation. The results of this study indicate that the factors causing waiting time are the length of time for registration, the length of time for searching and delivering medical records, and the length of time waiting for the doctor. For solutions offered based on Root Cause Analysis are: applying online or telephone registration, applying e-medical records to patient medical records, installing BPJS registration counter signs, enforcing databases that can be accessed offline if signal disturbances occur, and cleaning the registration counter area BPJS 10 min before the service hour starts.

Keywords: Outpatients; Waiting Time; Root Cause Analysis; Queue; BPJS (search for similar items in EconPapers)
Date: 2023
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DOI: 10.2991/978-2-38476-064-0_26

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