This case study examines the inpatient discharge process at a private hospital in Bogor, West Java, Indonesia, within a patient-centered public service framework. In 2023, the average discharge time for insured patients was 4 hours and 21 minutes, exceeding the national standard set by the Ministry of Health. A mixed-method, sequential exploratory design was applied, involving 24 inpatients covered by Third-Party Administrators (TPAs). Data were collected through interviews, document analysis, and statistical testing. The analysis revealed that 79% of total discharge time consisted of non-value-adding activities, including delays, duplication, and fragmented interdepartmental coordination. Following Lean-based process redesign, the average discharge time decreased to 2 hours and 8 minutes (p < 0.001), accompanied by improved patient satisfaction and perceived service quality. The findings suggest that integrated workflow management is essential for strengthening responsiveness, institutional legitimacy, and patient-centered healthcare governance.