Analysis of Waiting Time for Outpatient Services for BPJS Health Patients at Tritya Eye Clinic in Surabaya Using a Fishbone Diagram

Abstract

This study aims to comprehensively analyze the waiting time for BPJS Kesehatan outpatient services at Tritya Eye Clinic Surabaya, identify the fundamental root causes of the long waiting time, and develop an effective and implementable improvement strategy framework. This study adopted a sequential explanatory mixed methods (Quan → qual) approach, a robust two-stage approach to problem diagnosis. The initial quantitative phase applied Queuing Theory with the M/M/S model to objectively measure and validate the performance of the service system. This phase was followed by an in-depth qualitative phase, using the Fishbone Diagram as an analytical framework supported by data from interviews and direct observations to explore the root causes of the problem. The quantitative research results showed that the average total service time reached 64.7 minutes, significantly exceeding the established Minimum Service Standard of 60 minutes. Further analysis during peak hours revealed a critical system failure condition, where the initial examination and doctor examination stages experienced extreme overload with system utilization levels skyrocketing to 560% and 318%, respectively.