Analysis of the Implementation of Reporting Critical Laboratory Results and Its Impact on Quality Improvement and Service Benefits in the Inpatient Unit at Amanda Hospital in North Cikarang (A Case Study)

Abstract

Timely reporting of critical laboratory values is essential for patient safety, service quality, and clinical decision-making. However, Amanda Hospital in North Cikarang recorded 684 critical laboratory results in 2024, of which 79 were reported beyond the established 30-minute standard. This study aimed to evaluate the reporting of critical laboratory values, examine its implications for service quality, identify process waste, and develop an improved reporting model. A qualitative phenomenological design was employed. Data were collected through interviews with five informants, direct observation, and reviews of standard operating procedures, medical records, patient progress notes, and quality reports. Three experts participated in validating the proposed model. Data were analyzed thematically using NVivo 12 Plus, while lean management principles and the DMAIC framework were applied to evaluate process efficiency. The findings revealed inconsistent compliance resulting from reporting delays, incomplete documentation, difficulties in contacting attending physicians, high service workloads, and nonstandardized communication practices. Lean analysis streamlined the laboratory examination process from 12 to 9 stages, reduced the critical-value reporting process from 5 to 4 stages, and shortened the mean examination time from 21.2 to 17.35 minutes. The proposed model incorporated automated notifications, structured documentation, clearly defined responsibilities, and systematic evaluation. In conclusion, integrated communication systems and lean process redesign can improve reporting timeliness, service quality, operational efficiency, and patient safety.