PENDEKATAN LEAN HOSPITAL UNTUK PERBAIKAN BERKELANJUTAN (CONTINUOUS IMPROVEMENT) PROSES PELAYANAN INSTALASI FARMASI RS BETHESDA YOGYAKARTA
| Main Authors: | , Nancy, , Prof. Dr. Marchaban, DESS., Apt |
|---|---|
| Format: | Thesis NonPeerReviewed |
| Terbitan: |
[Yogyakarta] : Universitas Gadjah Mada
, 2014
|
| Subjects: | |
| Online Access: |
https://repository.ugm.ac.id/130761/ http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=71190 |
Daftar Isi:
- Nowadays healthcare organizations is growing by a rapid development either in quality or quantity. Hospitals as one of healthcare providers have to improve and maintain their quality of service which is stakeholder satisfaction-oriented. Pharmacy department as one of Bethesda Hospital Yogyakarta�s business unit is struggling to continuously improve their service quality (continuous improvement). The purpose of this research was to embrace lean hospital approach as a driving point to improve the existing service process which focused to ambulatory pharmacy and inpatient pharmacy of pharmacy department of Bethesda Hospital Yogyakarta. The research was a non experimental research with qualitative research strategy. Stakeholder value and critical waste data were conducted by survey with questionnaire as an instrument, while service process stream data for VAA, root problems of critical waste for RCA, and probability and consequence values for determining risk rating were collected by direct observation, in depth interview, non structured interview and also by related document study. Data triangulation was also conducted to improve the validity of research data. The data collected was then analyzed with a descriptive analysis. The result of the data analysis showed that the non value added to value added activities ratio in ambulatory pharmacy was 55% : 45%, while the ratio in inpatient pharmacy was 69% : 31%. The critical waste which occurs due to the way of operation of processes in ambulatory pharmacy was motion at 19,26% and the critical waste of inpatient pharmacy was waiting time at 15,23%. Improvement recommendations built with lean hospital approach for ambulatory pharmacy management are adding one more unit computer and printer to facilitate the making of prescription copies, making medicine delivery stream indication-board, applying automated queueing system, and adding some visual management to the area between delivering medicine counters. Inpatient pharmacy management should place a pharmacist or trained pharmacy technician into all wards to implement ODD system and to schedule shifts for medicine card or prescription submission to inpatient pharmacy, appoint one pharmacist whom is standby for servicing in inpatient pharmacy, and also develop robotic delivery system to complement the existing pneumatic tube technology