Abstract :

Health service profitability is an important factor for the sustainability and growth of clinics such as PBS Clinic. PBS Clinic, like many other healthcare providers, faces challenges in balancing quality of service with financial viability. These issues collectively contribute to suboptimal profitability, requiring thorough investigation and strategic intervention. This research aims to determine the root cause of declining profits at the PBS clinic and propose a business solution to increase revenue and reduce costs in the PBS clinic. This research will use a mixed methods approach, combining quantitative and qualitative data collection and analysis. Quantitative data will be collected through financial performance data, patient volume statistics, and satisfaction surveys. Qualitative data will be obtained from interviews and focus groups with staff. The results of the review found that The root causes of declining profits at the PBS clinic include: inappropriate practice hours that reduce patient visits, an inefficient IT system that hinders operational efficiency and service delivery, insufficient staff training affecting the quality of care, ongoing construction limiting space and services, issues with insurance payments constraining financial flexibility, and weak marketing efforts diminishing the clinic’s visibility and attractiveness in a competitive healthcare market. The proposed solutions include expanding clinic services, improving staff training and facilities, simplifying insurance payment processes, and leveraging digitalization. This research is critical because it addresses the urgent need for clinics to adapt to changing healthcare demands and economic pressures.

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Keywords :

Digitalization in healthcare, Healthcare operational efficiency, Patient Satisfaction, PBS clinic profitability, Root Cause Analysis (RCA)., service expansion

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