Business Process Evaluation of Outpatient Services Using Process Mining

Abstract

A business needs an evaluation to increase its services and adaptability to the environment changes. Business process evaluation is one of the several ways for business development. This paper reports an assessment of outpatient service process at RSUD Sukoharjo for BPJS Health insurance’s patient using process mining to get an objective process model. We implement the Inductive Miner infrequent approach and analyze the process model with conformance checking and performance analysis. Stakeholders can utilize the results of the evaluation to understand the real service condition and plan an action to improve their services. We can conclude that there is a bottleneck in the waiting time of the registration process with an average of 1.5-2 hours, a polyclinic treatment process with an average of 1-2 hours and pharmacy process with an average of 0.5-1 hours.