Lean Hospital; The Kanban System at Kemang Medical Care; An Improvement Approach for Reducing Lost Customer of Delivery Birth

Introduction – Kanban system is a card system that becomes markers. During its development, the kanban system experiences a number of variations. In the context of delivery system in hospital, delivery pack can be considered as a kanban. Delivery packs have complete data of patient information. They serve to monitor pregnant women in labor, childbirth, and the implementation of exclusive breastfeeding. By looking at the delivery packs, the doctor or midwife can determine the condition of mothers who give birth. Each card is stored in a pack in accordance with the estimated labor. This way, the doctor, midwife and mother can know the condition of pregnancy from time to time, including the danger signs of pregnancy and the risk of complications. the study sought to examine the performance of the delivery packs in customer retention in RSIA Kemang/Kemang Medical Care. Method – Researchers examined data on the number of patients maternity (SC and normal deliveries) in accordance with the estimated delivery using document analysis and report of medical record and audit results of kanban (delivery packs). The research sample was acquired in 6 (six) months from January to June 2015. The analysis was done by descriptive analytical design. Result – This study shows that the highest number of patients who gave birth happened in June 2015. In that month, there were 105 births, 19 of them did not have delivery packs. Even so, there were 96 patients who had delivery packs. It means that there are 10 patients with obstructed labor that did not have delivery records in the KMC. The evidence by the percentage of retention failures that goes up and down in the range of 6%-17%. There is failed retention as much as 11% every month. It means that in year 2015 and probably the year 2016, there are approximately 11% of patients KMC who do not want to give birth at the hospital, despite having the complete data of delivery packs. Discussion – The reasons which cause static retention may vary. They do not have to because of the low quality of services at KMC. They can be caused by KMC location which is far away from the patient when the patient is about to give birth. Indeed, KMC still have to improve the quality of service because if the consumer retention is seen as an indicator of quality of service. Conclusion - The use of delivery packs as a measuring tool of consumer retention shows the alternative benefits of kanban on hospital quality management system. This article gives examples of its use in hospitals KMC in Jakarta