Leveraging lean management to improve patient flow in the JKN Outpatient Department: A case study in Cancer Healthcare Santosa Hospital Bandung Kopo (SHBK)

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.