QUEUING SYSTEM ANALYSIS USING SIMULATION: CASE STUDY WAITING TIME OF OUTPATIENT SERVICE IN RSUD dr. RASIDIN PADANG 2019

RSUD (Rumah Sakit Umum Daerah) dr. Rasidin Padang is one of the General Hospital Government Agencies Padang. This hospital has 15 polyclinics to serve patients and the largest number of patients were coming from Internal Medicine Polyclinic and Pulmonology Polyclinic. One of the causes of the queueing problem is that there is only one doctor who serves all patients every day for each polyclinic. This situation causes patient dissatisfaction for services. Based on the observations, the average waiting time in outpatient services was 128.7 minutes, this is more than the standard of waiting time service hospital is ≤ 60 minutes. Therefore, it is needed to analyze the queuing system of outpatient service in RSUD dr Rasidin Padang. The simulation model is developed using Arena software to describe the queuing system. The distribution data of inter arrival time and service time are determined to be input in Arena simulation model. For the first stage, analyzed how the patient arrival – departure flow process in the hospital. Then measure how long process time on each activity calculated using Stopwatch and Microsoft Excel. Then create a model that fits the reality conditions to run the simulation using Arena Software. The process simulation is verified using run check model and validated using SPSS Software with Paired T-Test. Next stage develop of 3 scenarios, results and discussion. This research result is a simulation model of a queuing system of outpatients in RSUD dr. Rasidin Padang. Based on the 3 scenarios created, the third scenario was selected as the best scenario by adding one Internal Medicine Doctor and implementing an online booking system. The model created can reduce the average waiting time of internal medicine patients from 1.62 hr (97.4 minutes) to 0.14 hr (8.5 minutes) and minimize the largest utilization found in Internal Medicine Doctor from 87% to 75% for each doctor. Whereas Pulmonology Polyclinic is still running according to the standard time. Hopefully, this research can be used to improve service quality as well as patient satisfaction. Keywords: Internal Medicine Polyclinic, Pulmonology Polyclinic, Waiting Time, Simulation Models, Arena Softwar