¹Aulia Ria,²Nu’man A Harits,³Susiarno Hadi

^1,3 Faculty of Economy and Business, Bandung Islamic University, Indonesia

²Faculty of Technique, Faculty of Economy and Business, Bandung Islamic University, Indonesia.

DOI : https://doi.org/10.47191/ijsshr/v6-i2-15

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ABSTRACT

XYZ Hospital is a hospital that provides health services and provides pharmaceutical services. According to Regulation of the Minister of Health of the Republic of Indonesia No.129 of 2008 concerning Minimum Service Standards for Hospitals, the waiting time for ready-made drug is ≤ 30 minutes and the waiting time for concoction drug is ≤ 60 minutes. However, in 2019 and 2020 XYZ Hospital has not been able to achieve it, so it is necessary to evaluate the business processes of outpatient pharmacy services. This study aims to identify and evaluate business process gaps in outpatient pharmacy services. This research was conducted for 3 months, from July 2022 to September 2022 by conducting interviews, observation, and documentation. Analysis of the data using qualitative methods by doing data reduction, data display and conclusion/verification.

KEYWORDS:

Business Process Evaluation, Outpatient Pharmacy Services, Waiting time, QEF, RCA

REFERENCES

1) Creswell, John 2016, Research Design: Qualitative, Quantitative, and Mixed Methods Approaches, SAGE Publication Inc, Fourth Edition.

2) Heidari, F & Louopoulos, P 2013, Quality Evaluation Framework (QEF): Modelling & Evaluating Quality of Business Process, International Journal of Accountancy Information Systems, ACCINF-00313.

3) Law of the Republic of Indonesia No. 44 of 2009 concerning Hospitals.

4) Ministry of Health of Republic Indonesia, 2019, Technical Guidelines for Pharmaceutical Services in Hospitals, Jakarta

5) Muhardi, Hendarta, A, Chan, S, Kristiaji, J 2020, Strategic Management: Hospital Business Strategy Plan, Refika Publisher, Bandung

6) Republic of Indonesia Government Regulation No. 47 of 2021 concerning Implementation of the Hospital Sector

7) Regulation of the Minister of Health of the Republic of Indonesia No. 129 of 2008 concerning Minimum Hospital Service Standards

8) Saraswati, T, Akrunanda, I, Setiawan, N 2019, Evaluation, and Improvement of Business Processes with Quality Evaluation Framework (QEF), Root Cause Analysis (RCA) and ESIA Techniques (Case study: BPJS outpatient care at Aisyiyah Islamic Hospital Malang). Journal of Information Technology Development and Computer Science, Vol 3.

9) Sugiyono, 2018, Mix Methode Research, CV Alfabeta, Bandung.

VOlUME 06 ISSUE 02 FEBRUARY 2023