Tingkat Kepuasan Pasien Rawat Jalan Terhadap Waktu Tunggu di Klinik Umum Rumah Sakit Pelabuhan Jakarta
Authors: Arliyanti Arliyanti , Khairiah Rahayu 
Published: September 2024

ABSTRACT According to WHO data, across the United States and Europe, consumer satisfaction is playing an increasingly important role in the quality of care and health reform. The queuing system in health services, especially in hospitals, is a complicated problem. This is because the patient's waiting time from registering to entering the examination room is longer than the service received. The length of waiting time can affect patient satisfaction scores with health services. The results of a preliminary study through interviews with 10 outpatients at the General Clinic found that 90% said the waiting time from registration to doctor's service took > 60 minutes, and only 10% said the waiting time for service was ≤ 60 minutes. Knowing the level of outpatient satisfaction with waiting time. Analytical with cross sectional design. The samples in this study were some patients who sought outpatient treatment at the General Hospital Clinic. Port in December 2023 as many as 112 people. The research instrument is a questionnaire. The sampling technique uses random sampling. Data analysis used univariate and bivariate analysis with the chi square test. Frequency distribution of patient satisfaction, most respondents said they were satisfied (69.6%), and the waiting time was > 60 minutes (77.7%). There is a relationship between waiting time and outpatient satisfaction level (p. value 0.003). There is a relationship between waiting time and the level of satisfaction of outpatients at the Jakarta Harbor Hospital General Clinic. It is hoped that health workers can provide services more quickly so as to increase patient satisfaction. Keywords: Patient Satisfaction, Waiting Time ABSTRAK Menurut data WHO, di seluruh Amerika Serikat dan Eropa, kepuasan konsumen memainkan peran yang semakin penting dalam kualitas reformasi perawatan dan kesehatan. Sistem antrian di pelayanan kesehatan khususnya di rumah sakit menjadi permasalahan yang pelik. Hal ini dikarenakan waktu tunggu pasien mulai dari mendaftar sampai masuk ke ruang pemeriksaan lebih lama dari pada tindakan pelayanan yang diterima. Lamanya waktu tunggu dapat mempengaruhi nilai kepuasan pasien terhadap pelayanan kesehatan. Hasil studi pendahuluan melalui wawancara terhadap 10 pasien rawat jalan di Klinik Umum didapatkan 90% mengatakan waktu tunggu mulai dari pendaftaran sampai dengan pelayanan dokter memakan waktu > 60 menit, dan hanya 10% yang mengatakan waktu tunggu pelayanan ≤ 60 menit. Mengetahui tingkat kepuasan pasien rawat jalan terhadap waktu tunggu. Analitik dengan rancangan cross sectional. Sampel dalam penelitian ini adalah sebagian pasien yang berobat jalan di Klinik Umum RS. Pelabuhan pada bulan Desember 2023 sebanyak 112 orang. Instrument penelitiannya adalah kuesioner. Teknik pengambilan sampel menggunakan randoom sampling. Analisis data menggunakan analisis univariat dan bivariat dengan uji chi square. Distribusi frekuensi kepuasan pasien sebagian besar responden mengatakan puas (69,6%), dan waktu tunggu > 60 menit (77,7%). Ada hubungan waktu tunggu terhadap tingkat kepuasan pasien rawat jalan (p. value 0,003). Ada hubungan waktu tunggu terhadap tingkat kepuasan pasien rawat jalan di Klinik Umum RS Pelabuhan Jakarta. Diharapkan petugas kesehatan dapat memberikan pelayanan lebih cepat lagi sehingga dapat meningkatkan kepuasan bagi pasien. Kata Kunci: Kepuasan Pasien, Waktu Tunggu, Rumah Sakit