Efficiency of Outpatient Service at Three Health Centers in Palembang City, Indonesia
- DOI
- 10.2991/ahsr.k.200612.055How to use a DOI?
- Keywords
- health center, outpatient, lean concept, efficiency
- Abstract
Background: Health center (it is called Puskesmas) is a health facility that provides basic health services through outpatient units. In an effort to improve the efficiency of outpatient services, the health center could apply the Lean Concept. The aim of this study was to analyze efficiency of outpatient service process at three health centers in Palembang city, Indonesia. Method: This was a descriptive study. The unit of analysis was outpatient activity at three health centers in Palembang city, Indonesia including: Puskesmas Dempo, Puskesmas Merdeka and Puskesmas Pembina. We used direct observation technique for collecting data. A total of 300 patients with national health insurance were observed and 100 patients for each health center using accidental sampling. Results: The non value added (NVA) activity at most in each health center was service waiting time. Buildup of patient files was found in all health centers, while stock out of medicine was still found when several patients submitted prescription in Puskesmas Pembina. Time efficiency of outpatient services in Puskesmas Dempo, Puskesmas Merdeka and Puskesmas Pembina respectively was: 61.76%; 62.63%; 62.23%. In other words, the time spent on waiting activities included in the category of NVA was respectively: 32 minutes 30 seconds, 26 minutes 25 seconds, and 12 minutes 3 seconds. Conclusion: The efficiency of outpatient services in three health centers where research was conducted was moderate category. It can be improved by reducing the waiting time in each activity during the service process.
- Copyright
- © 2020, the Authors. Published by Atlantis Press.
- Open Access
- This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).
Cite this article
TY - CONF AU - Asmaripa Ainy AU - Iwan Stia Budi AU - Dian Safriantini PY - 2020 DA - 2020/06/19 TI - Efficiency of Outpatient Service at Three Health Centers in Palembang City, Indonesia BT - Proceedings of the 2nd Sriwijaya International Conference of Public Health (SICPH 2019) PB - Atlantis Press SP - 388 EP - 393 SN - 2468-5739 UR - https://doi.org/10.2991/ahsr.k.200612.055 DO - 10.2991/ahsr.k.200612.055 ID - Ainy2020 ER -