Queuing Management and Evaluation of Standard Operating Procedures for Hospital Mental Health Polyclinics

摘要

Mental health polyclinic has a very different treatment for patient than other polyclinics. In the mental health polyclinic, patients are given more treatment in the form of consultations than medical measures as in surgical or other polyclinics. It caused to the time required to provide treatment to patients will vary and affecting queue time that cannot be calculated appropriately. This study aims to evaluate queue management at a mental health polyclinic in one of the hospitals in Bandung, which is the object of research, and compare it with hospital's standard operating procedure whether it is in accordance with the standard or not. this research uses POM-QM software tool with multi-channel single phase queuing model to process queue data. The results showed that mental health polyclinic utility was 88.76% and the probability of 0 patients in the system was 0.59%. Each patient takes an average of 91.71 minutes to complete treatment at a mental health clinic and the average waiting time to be served is 62.13 minutes. Compared with the hospital's SOP of 15 minutes, the average service time has a difference of 76.71 minutes. This indicates a need for a renewal of standard operating procedures in the mental health clinic at the hospital, due to different handling of each patient compared to other polyclinics and the need to add more mental health clinics and facilities in the system to decrease queue time and utilization in order to keep the facility optimal.