Proposed Improvements in Queuing Process of Obstetric Gynecology Polyclinic Outpatient at RSIA BM

Abstract

As one of the well-known women and children hospitals, RSIA BM already uses advanced technology in its queuing process compared to another hospital that is still using manual processes. However, there are operational issues related to the queuing process in the Obstetrics and Gynecology Polyclinic that triggered dissatisfaction and complaints from the outpatients. In this research, the researcher aims to determine the improvement suggestions in the queuing process by determining the key drivers of customer’s satisfaction. The researcher used a qualitative method and conducted secondary data collection from previous studies. Based on the findings, the solutions recommended by the researcher to improve the outpatient queuing process and its technology are to provide clear information, actively follow up patients, and monitor the queuing waiting time.

Keywords: Customer Satisfaction, Queuing Process, Hospital Management, Outpatient, Online Reservation