Implementation of Lean Six Sigma for Pre-Settlement Process to Reduce Discharge Waiting Time and Improve Patient Satisfaction in Hospital XYZ: An Individual Project

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Agustina Suryani, Theresia (2025) Implementation of Lean Six Sigma for Pre-Settlement Process to Reduce Discharge Waiting Time and Improve Patient Satisfaction in Hospital XYZ: An Individual Project. Graduate thesis, Institut IPMI.

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Abstract

Hospitals in Indonesia still face challenges in providing quality services, especially when it comes to patient discharge. At Hospital XYZ, the discharge process has remained a major pain point, with patients often waiting three to six hours before leaving the ward. Most delays come from late billing and insurance approvals, creating bed shortages in the inpatient and emergency units, while past solutions have not fully solved the problem. The objective of the study is to tackle this problem by introducing a pre-settlement process using the Lean Six Sigma approach to speed up discharges, improve patient satisfaction, and make better use of hospital resources. This thesis explores the use of the Lean Six Sigma (LSS) approach combined with Value Stream Mapping Process to visualize the process to reduce discharge waiting time through a structured pre-settlement system by using DMAIC method (Define, Measure, Analyse, Improve and Control). The triangulation method also uses to validate the result’s study. The result of this study shows improvement in 2 metric indicators which are decreased in TAT discharge from 173,28 minutes to 131,62 minutes in private insurance payer type and decreased in number of total complaints for long waiting time to enter the room from total 8 complaints in 5 months to only 3 complaints in 3 months. The study concludes that implementing a pre-settlement process through the Lean Six Sigma framework can significantly reduce discharge delays, ease staff workload during peak hours, and enhance patient satisfaction while optimizing hospital resources. It is recommended that Hospital XYZ continue refining this process by strengthening coordination among clinical and administrative teams, adopting digital tools to support real-time billing and insurance approvals, and expanding the model in the wider scope of implementation. Keywords: Lean Six Sigma in healthcare, Pre-settlement, Discharge Waiting Time, Patient Satisfaction, Discharge Process.

Item Type: Thesis (Graduate)
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Thesis > Master of Business Administration
Depositing User: Dwi Selviyana
Date Deposited: 17 Dec 2025 02:51
Last Modified: 17 Dec 2025 02:51
URI: http://repository.ipmi.ac.id/id/eprint/2891

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