Simulation Model of Patient Service Queue at Pasar Minggu Cirebon Hospital using ProModel

Abstract

This research aims to minimize patient waiting time in queues by simulating the patient service system, identifying the queues within the system, and proposing recommendations for improving the service system at Pasar Minggu Cirebon Hospital. The simulation model in this study uses Promodel 2016 tools with design of experiments (ANOVA). In the developed simulation model, there are two queues: the clinic queue caused by specialist doctor shifts and the pharmacy drug queue that does not differentiate between drug queues from the ER (general) and the clinic. The queue lengths in the existing condition are 5 patients for the clinic queue, 13 people for the clinic drug queue, and 47 people for the general drug queue. After the model is verified and validated, the focus of this research shifts to the pharmacy drug queue because it contributes the longest queue in the system. Proposed improvements in the service system related to the pharmacy at Pasar Minggu Hospital include increasing three factors: pharmacy capacity, BPJS pharmacy service time, and non-BPJS pharmacy service time. The selected alternative after analyzing the improvements related to these three factors consists of increasing the pharmacy capacity to three units, shortening the BPJS pharmacy service time to an average of 12 minutes, and the non-BPJS pharmacy service time to an average of 15.9 minutes. These three changes related to the three factors will impact the average queue length for medication retrieval, reducing it to 6.94 people.