Implementation of Queuing Theory to Improve Time Efficiency for BPJS Outpatients at Royal Hospital Surabaya
DOI:
https://doi.org/10.65310/0ja52w04Keywords:
Queuing Theory, BPJS Services, Operational Management, Waiting Time, Service Efficiency.Abstract
This study evaluates the performance of the BPJS outpatient registration queue at Royal Hospital Surabaya. Observations show a patient arrival rate (λ) of 270 patients per hour, while the service rate per counter (μ) is only 10.676 patients per hour with two active servers. This imbalance results in a server utilization rate (ρ) of 12.64, leading to an average waiting time of approximately 75 minutes and an average queue length of about 25 patients, both exceeding the hospital’s service standards. Simulation results indicate that increasing the service rate to 20 patients per hour is the most effective intervention for reducing waiting time and improving system stability. The combination of a higher μ with a reduced arrival rate through online registration further shortens queues and creates a more balanced flow of patients. The study concludes that the primary cause of congestion is the structural mismatch between patient arrival intensity and service capacity. These findings provide a data-driven basis for operational strategies aimed at enhancing the efficiency and service quality of BPJS outpatient registration.
Downloads
References
Adnyaswari, N. P., & Sinrawati, N. K. (2024). Understanding Risk and Reward in Investment: The Role of Financial Behavior. Science: Journal of Management and Business, 16(1).
Azwar, A. (2010). Pengantar administrasi kesehatan. Bina Rupa Aksara.
Banks, J., Carson, J. S., Nelson, B. L., & Nicol, D. M. (2010). Discrete-event system simulation (5th ed.). Pearson.
BPJS Kesehatan. (2020). Petunjuk teknis pelayanan administrasi peserta JKN-KIS di fasilitas kesehatan rujukan tingkat lanjut. BPJS Kesehatan.
BPJS Kesehatan. (2022). Panduan Administrasi dan Pelayanan Peserta JKN-KIS di Fasilitas Kesehatan. BPJS Kesehatan.
Departemen Kesehatan Republik Indonesia. (2014). Pedoman penyelenggaraan pelayanan rawat jalan dan rawat inap di rumah sakit. Depkes RI.
Fitzsimmons, J. A., & Fitzsimmons, M. J. (2011). Service management: Operations, strategy, information technology (7th ed.). McGraw-Hill.
Gross, D., & Harris, C. M. (1998). Fundamentals of queueing theory (3rd ed.). Wiley.
Gross, D., Shortle, J. F., Thompson, J. M., & Harris, C. M. (2018). Fundamentals of queueing theory (5th ed.). Wiley.
Gumus, A. T., Koseoglu, M. A., & Ozdemir, A. I. (2017). Comparative analysis of queue management in healthcare services. Journal of Healthcare Management, 62(3), 179–192.
Heizer, J., & Render, B. (2017). Operations management: Sustainability and supply chain management (12th ed.). Pearson.
Hillier, F. S., & Lieberman, G. J. (2010). Introduction to operations research (9th ed.). McGraw-Hill.
Hillier, F. S., & Lieberman, G. J. (2021). Introduction to operations research (11th ed.). McGraw-Hill.
Jogiyanto, H. M. (2017). Sistem informasi manajemen. Andi.
Kementerian Kesehatan Republik Indonesia. (2008). Permenkes Nomor 129 Tahun 2008 tentang Standar Pelayanan Minimal Rumah Sakit. Kemenkes RI.
Kementerian Kesehatan Republik Indonesia. (2019). Peraturan Menteri Kesehatan Nomor 4 Tahun 2019 tentang Standar Teknis Pemenuhan Mutu Pelayanan Dasar pada SPM Bidang Kesehatan. Kemenkes RI.
Kementerian Kesehatan Republik Indonesia. (2021). Pedoman transformasi digital kesehatan. Kemenkes RI.
Kementerian Kesehatan Republik Indonesia. (2022). Peraturan Menteri Kesehatan Nomor 30 Tahun 2022 tentang Standar Pelayanan Minimal Bidang Kesehatan. Kemenkes RI.
Kementerian Kesehatan Republik Indonesia. (2023). Pedoman teknis waktu tunggu pelayanan rawat jalan dan rawat inap pada fasilitas kesehatan. Direktorat Mutu Pelayanan Kesehatan.
Kotler, P., & Keller, K. L. (2016). Marketing management (15th ed.). Pearson.
Krajewski, L. J., Malhotra, M. K., & Ritzman, L. P. (2019). Operations management: Processes and supply chains (12th ed.). Pearson.
Krisna, G. I., & Sumiati, S. (2023). Analisis sistem antrean dalam layanan publik dengan pendekatan simulasi. Jurnal Manajemen Operasi, 10(2), 45–58.
Mulyadi, A. (2019). Administrasi dan kebijakan kesehatan: Manajemen strategis rumah sakit modern. Pustaka Pelajar.
Muninjaya, A. A. G. (2011). Manajemen kesehatan. EGC.
Nugroho, R., & Sari, P. (2018). Penerapan antrian elektronik pada pelayanan publik di rumah sakit. Jurnal Teknologi Informasi Kesehatan, 5(2), 78–86.
Nurhidayati, T., Prasetyo, B., & Handayani, A. (2019). Analisis sistem antrean loket pendaftaran rumah sakit menggunakan model M/M/1 dan M/M/s. Jurnal Sistem Informasi Kesehatan, 7(1), 23–34.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Prasetyo, B., & Wahyuni, S. (2020). Evaluasi waktu tunggu pendaftaran pasien dengan model antrian. Jurnal Administrasi Rumah Sakit Indonesia, 6(1), 45–56.
Putri Aseha, N., Santoso, H., & Widodo, A. (2023). Penerapan teori antrean dalam meningkatkan efisiensi operasional rumah sakit. Jurnal Riset Manajemen Kesehatan, 5(2), 101–113.
Rustiyanto, E. (2011). Manajemen pelayanan kesehatan. Graha Ilmu.
Santos, J., Oliveira, L., & Costa, R. (2022). Queueing theory application in healthcare services: A review and future research agenda. Health Services Management Research, 35(1), 33–45.
Setiawan, E. (2019). Analisis sistem antrian pada pelayanan rawat jalan menggunakan model M/M/s. Jurnal Sistem dan Manajemen Kesehatan, 7(2), 123–134.
Srivastava, P. (2023). Patient satisfaction and waiting time analysis in outpatient services using queuing theory. International Journal of Healthcare Quality Assurance, 36(4), 299–310.
Stevenson, W. J. (2021). Operations management (14th ed.). McGraw-Hill.
Taha, H. A. (1992). Operation research: An introduction (5th ed.). Maxmillan Publishing.
Taha, H. A. (2017). Operations research: An introduction (10th ed.). Pearson.
Turban, E., Pollard, C., & Wood, G. (2018). Information technology for management: On demand strategies for performance, growth, and sustainability. Wiley.
WHO. (2018). Hospital management guidelines: Improving performance and patient-centered services in public hospitals. WHO Press.
Wijaya, H. (2019). Manajemen antrean pasien rumah sakit: Perspektif kualitas pelayanan. Jurnal Administrasi Kesehatan Indonesia, 7(2), 67–78.
World Health Organization. (2016). Framework on integrated, people-centred health services. WHO Press.
Downloads
Published
Issue
Section
License
Copyright (c) 2025 Betsy Tiurma Pasaribu, Ulfi Pristiana, Estik Hari Prastiwi (Author)
This work is licensed under a Creative Commons Attribution 4.0 International License.
