Identifikasi Potensi Modus Kegagalan Yang Dapat Menghambat Kelancaran Proses Pelayanan Rawat Jalan Menggunakan Failure Mode Effect Analysis (FMEA) Di Rumah Sakit BM Jakarta Barat

Outpatient services hosted by the hospital have never been absent from public visits. In fact, every year an outpatient visitor is always increasing. This research intends to identify potential failure mode that can inhibit of every flow of service in the outpatient care unit using the Failure Mode Effect Analysis (FMEA) method. Qualitative research plan using an observation survey approach and in-depth interviews with the outpatient service head Coordinator conducted in February 2020 on the hospital outpatient unit service process. The results of this study Indicate the potential failure mode that has the value of the RPN above the value of cut off point 180 as many as six out of ten failure modes. Firstly, the check is not on schedule (360), secondly, the patient lags a turn call order Check (270), third, Specific drug failure is not available (245), fourth, general patient protests with the price of the drug (224), fifth, the patient is void to poly (196), the sixth patient registrant online missed sequence number queue (180). Based on the results of the research, hospitals are expected to follow up with the results of this research by conducting a redesign of the process that occurs today using the FMEA to maintain service quality.