Electronic Theses and Dissertation

Penelitian ini menganalisis aspek pelayanan di rumah sakit, dengan focus pada permasalahan utama seperti Waktu Tunggu yang Tinggi, Ketidaksesuaian Jadwal Dokter, Kurangnya Staff BPJS, Kurangnya Alat Pemeriksaan, Kurangnya Informasi Pelayanan, dan Keterbatasan Stok Obat. Metode Lean Six Sigma diterapkan melalui Value Stream Mapping (VSM) dan Failure Mode and Effect Analysis (FMEA) untuk mengoptimalkan operasional, meningkatkan efisiensi, kualitas pelayanan, dan kepuasan pasien. Penelitian ini mengidentifikasi bottleneck dan ketidakefisienan di Poliklinik Umum dan IGD melalui VSM, serta mengevaluasi peran digitalisasi dalam mengatasi keterlambatan pelayanan. Studi kasus digunakan dengan pendekatan kualitatif untuk menggali faktor-faktor yang berkontribusi terhadap masalah pelayanan. Data dikumpulkan melalui wawancara dengan 8 responden utama, termasuk Direktur, Dokter Spesialis, Kepala Perawat, dan pasien, serta observasi terhadap 100 pasien rawat jalan.Analisis VSM mengungkapkan tiga bottleneck utama di Poliklinik Umum, yaitu Menunggu Pemeriksaan Dokter, Pemeriksaan Dokter, dan Pengambilan Obat di Apotek. Sedangkan di IGD, wasting time terbesar terjadi pada Penunjang (Laboratorium dan Radiologi) serta Pengambilan Obat. FMEA menunjukkan bahwa kegagalan Penginputan Resep di SIMRS memiliki Risk Priority Number (RPN) tertinggi (125), masuk dalam kategori risiko ekstrem yang membutuhkan perhatian segera. Masalah lainnya meliputi kegagalan resep masuk ke farmasi serta kesalahan penerimaan obat racikan dan obat jadi untuk pasien dengan antrian yang sama. Rekomendasi VSM meliputi integrasi JKN dan WhatsApp ke SIMRS, penambahan tenaga dokter spesialis, reschedule shift, serta insentif untuk tenaga medis. Sementara itu, rekomendasi FMEA mencakup pelatihan intensif penginputan resep, optimalisasi SIMRS untuk konektivitas data, serta system penandaan otomatis guna mencegah kegagalan distribusi obat bagi pasien dengan antrean yang sama. Kata Kunci: Value Stream Mapping (VSM), Failure Mode and Effect Analysis (FMEA), Lean Six Sigma, Sistem Informasi Manajemen Rumah Sakit (SIMRS), Risk Priority Number (RPN), Wasting Time dan Value Added Time.

This study analyzes service aspects in the hospitals, focusing on key issues such as Long Waiting Times, Doctor Schedule Mismatches, Lack of BPJS Service Staff, Insufficient Medical Equipment, Lack of Service Information, and Limited Drug Stock. The Lean Six Sigma method is applied through Value Stream Mapping (VSM) and Failure Mode and Effect Analysis (FMEA) to optimize operations, and improve efficiency, service quality, and patient satisfaction. The study identifies bottlenecks and inefficiencies in General Polyclinics and Emergency Departments (ED) using VSM and evaluates the role of digitalization in addressing service delays. A case study approach with qualitative methods is used to explore contributing factors in-depth. Data is collected through interviews with eight key respondents, including Directors, Specialist Doctors, Head Nurses, and patients, as well as observations of 100 outpatients. VSM analysis reveals three main bottlenecks in General Polyclinics: Waiting for Doctor Consultation, Doctor Consultation, and Drug Collection at the Pharmacy. In the ED, the most significant delays occur in Laboratory and Radiology services and Drug Collection. FMEA results indicate that the failure of Prescription Input in the Hospital Information System (SIMRS) has the highest Risk Priority Number (RPN) of 125, categorized as an extreme risk requiring immediate attention. Other issues include prescription failures in the pharmacy and errors in dispensing compounded and ready-made medications to patients with the same queue number. VSM recommendations include integrating National Health Insurance (JKN) and WhatsApp into SIMRS, adding specialist doctors, rescheduling shifts, and providing incentives for medical staff. Meanwhile, FMEA recommendations involve intensive training on prescription input, optimizing SIMRS for data connectivity, and implementing an automatic tagging system to prevent medication distribution failures for patients with the same queue number. Keywords: Value Stream Mapping (VSM), Failure Mode and Effect Analysis (FMEA), Lean Six Sigma, Hospital Management Information System (SIMRS), Risk Priority Number (RPN), Wasting Time and Value Added Time.