Leveraging Lean Management to Improve Patient Flow in the JKN Outpatient Department: A Case Study in Cancer Healthcare Santosa Hospital Bandung Kopo (SHBK)

  • Muhammad Reza Master of Accounting Student, Faculty of Economics & Business, Universitas Padjadjaran, Bandung, Indonesia
  • Nada Nadya Fahira Master Of Accounting Student, Faculty of Economics & Business, Universitas Padjadjaran, Bandung, Indonesia’
Keywords: Patient Flow, Process Mapping, Root Causes Analysis, Lean Strategi, Performance Inprovement


This study systematically examines the issues of patient flow and waiting times in the Cancer healthcare Santosa Hospital Bandung Kopo (SHBK) JKN outpatient department from a process perspective. Lean tools such as process mapping, A3 problem-solving sheets, and root cause analysis were employed to identify hidden process wastes and prolonged waiting times in the JKN outpatient department. The findings reveal that efficient registration of outpatient patients on-site, adequate number of oncologists, and the punctuality of the oncologists' practice schedules are critical for providing fast and accurate medical services. Implementing a lean framework can enhance the flow of JKN outpatients and the performance of the outpatient department. This study identifying quality issues in the outpatient department from a process perspective and recommending appropriate lean tools to further improve medical services. Implementing these strategies can boost the productivity and performance of healthcare institutions.

Studi ini secara sistematis menyelidiki aliran pasien rawat jalan JKN dan masalah waktu tunggu di instalasi rawat jalan pada fasilitas layanan kesehatan Kanker di Santosa Hospital Bandung Kopo menggunakan perspektif suara proses. Alat lean seperti pemetaan proses, lembar pemecahan masalah A3, dan analisis akar penyebab digunakan untuk mengidentifikasi pemborosan proses tersembunyi dan waktu tunggu yang lama di instalasi rawat jalan JKN. Hasil menunjukkan bahwa proses pendaftaran pasien rawat jalan di tempat, kecukupan jumlah dokter onkolog, dan jadwal praktek dokter onkolog yang tepat waktu menjadikan pelayanan lebih cepat dan akurat. Implementasi lean dapat meningkatkan aliran pasien dan kinerja instalasi rawat jalan JKN. Studi ini mengidentifikasi masalah kualitas instalasi rawat jalan dari perspektif suara proses dan menyarankan alat lean untuk meningkatkan pelayanan medis. Implementasi ini dapat membantu meningkatkan produktivitas dan kinerja fasilitas layanan kesehatan.


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How to Cite
Reza, M., & Fahira, N. N. (2024). Leveraging Lean Management to Improve Patient Flow in the JKN Outpatient Department: A Case Study in Cancer Healthcare Santosa Hospital Bandung Kopo (SHBK). EKOMABIS: Jurnal Ekonomi Manajemen Bisnis, 5(01), 99 - 112. https://doi.org/10.37366/ekomabis.v5i01.1239
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