1.

Draw a process flow diagram for each type of patient

New Patients
Old Patients
Pharmacy only
Patients

Security Waiting
Line
(10)

Registration
Waiting Line
(24)

Securi
ty
(2)

New
Patients
?

Registration New
Patient
(22)
Registration Old
Patient (7)

Vital Waiting
Line
(15)

Vital Sign
Taken
(6)

Pharmacy
Only

Refill Only?

Pharmacy
Waiting Line
(13)

Pharmacy
Process

Patient
Coordinator
Visit
(7)

Coordinator
Waiting

Provider
Visit
(20)

Prescriptio
n?

Record Waiting
Line
(10)

2. Calculate the capacity and utilization of each resource and idenfy bottlenecks

Provider Waiting
Line
(15)

Record
Complete
?

Utilization formula =

Arrivals x Service Time

Number of Service x Available Hours x 60 min

Rata-rata pasien = 150 pasien per hari dengan 30 pasien langsung ke bagian farmasi
Amount

Petient
Arrived
150

Service
Time
(min)
2

Available
Time
(hr/day)
11

Security

Registration
Clerks
Medical
Assistants
Physicians

150

120

120

20

Coordinators

120

7.5

Pharmacy Staf

90

11

7.5

ROOMS
Vitals

120

120

37

EMPLOYEES

Physicians

Utilizat
ion
0.45454
5
0.83333
3
0.24489
8
0.63492
1
0.62222
2
0.73333
3
0.57142
9
1,32142
9

Utilizati
on
(%)
45,45
83,33
24,49
63,49
62,22
73,33

57,14
132,14

The room for physicians is a bottleneck statistically showing over 100% utilization. This means that the rooms are actually used beyond the stated
available time, patients wait elsewhere or something else is not captured in the statistics presented actual utilization cannot be over 100%.
3. Calculate the wait time and time in service for both new and returning patients with appointments and those visiting the pharmacy.
Wait time for a new and returning patient : 10 minutes for security, 24 minutes for registration, 15 minutes for vitals, 25 minutes for physicians, 25
minutes for coordinators, and 50% chance of a 13 minute wait for the pharmacy for a total of 100.5 minutes

Service Time for a new patient : 2 minutes for security, 22 minutes for registration, 6 minutes for vitals, 20 minutes for physicians, 7 minutes for
coordinators, and 50% chance of a 11 minute service for the pharmacy for total of 62.5 minutes
Service Time for a returning patient : 2 minutes for security, 7 minutes for registration, 6 minutes for vitals, 20 minutes for physicians, 7 minutes for
coordinators, and 50% chance of a 11 minutes service for the pharmacy for a total 47.5 minutes
Wait Time for a pharmacy customer: 10 minutes for security, 24 minutes for registration and a 13 minute wait for the pharmacy for a total of 47
minutes
Service Time for a pharmacy customer: 2 minutes for security, 7 minutes for registration, and 11 minutes service for the pharmacy for a total 20
minutes

4. What are your recommendations for improvement?

Possible answers include:
Install touch screen registration as presented in the chapter.
Change the process so that Pharmacy customers do not have to register.
Currently the medical assistants have less than 30% utilization so decrease their number.
Change one of the vital rooms into a physician room and have patients wait in the waiting room until physicians are ready to see them.
Have physicians start later since they often do not see the first patient until 9:30.
Find ways to reduce the registration time such as having new patients preregister on-line or by mail.
Look for fail safes to make sure processes operate correctly, such as color coding X-rays to ensure their delivery on time.