Abstract
Emergency Department (ED) is the frontliner unit of the hospital which becomes the entry door for emergency patients who need quick and efficient treatment. Prolonged doctor’s response time results in complaints, patients feel neglected, and affect the quality of service in the emergency room. This study aims to identify waste in emergency department services and to formulate recommendations for improvement. Methods used in this study is action research. , n=10; emergency room patients/caretakers, n=10. Data were taken through in-depth interviews, data was recorded, transcribed verbatim, and content analysis was carried out. The results of this study found 4 themes; literacy and expectations of health service of waste; complexity of inhibitory factors of services; as well as potential service improvements from supporting factors. There are four types of waste including waiting time, overprocessing, motion, unnecessary inventory, and the trial carried out was shown that it can shortened the doctor’s response time by average of 1 minute 29 seconds 82 . Lean implementation is able to found waste that can be eliminated. It takes commitment from hospital staff and management to always improving and continuously evaluating the service system.
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