Hubungan waktu tunggu pelayanan dengan tingkat kepuasan pasien
Authors: Manyering Glenn Gilang , Wartiningsih Minarni , Messakh Billy Daniel , Silitonga Hanna Tabita Hasianna 
Published: November 2023

Background: Outpatient patient satisfaction is determined by various indicators, one of them is the service waiting time. Based on data from dr. Mohammad Soewandhie Surabaya hospital in 2022, the service waiting time is 104 minutes which is exceeded the standards set by the Indonesian Ministry of Health.Purpose: Knowing the correlation between duration of waiting time and satisfaction among outpatients in general surgery polyclinic at regional public hospital dr. Mohammad Soewandhie Surabaya.Method: A quantitative study with an analytical observational design and the data was taken by observing and questionnaires to respondents. The samples were 62 respondents (BPJS participants/Indonesia's health coverage program, the National Health Insurance), obtained by systematic random sampling. In this study, the duration waiting time was divided into fast service waiting time (≤60 minutes) and long service waiting time (>60 minutes). Meanwhile, the variable level of patient satisfaction consisted of 5 indicators, which are reliability, responsiveness, assurance, empathy, and physical evidence. The test statistic used the Spearman Correlation test.Results: There were 58 (93.5 percent) respondents with long service waiting times and there were 4 (6.5 percent) respondents with fast service waiting times. Distribution of patient satisfaction based on waiting time for services as many as 7 (11.3 percent) respondents said they were quite satisfied, 41 (66.1 percent) respondents were satisfied and 14 (22.6 percent) respondents were very satisfied. After analysis with the Spearman Correlation test, the value of p = 0.626 (p> 0.05) was obtained.Conclusion: There is no significant correlation between the duration of waiting time and satisfaction among outpatients. Keywords: Services; Waiting time; Satisfaction; Outpatients; (BPJS participants/Indonesia's health coverage programPendahuluan: Kepuasan pasien rawat jalan sendiri ditentukan oleh berbagai indikator, salah satunya adalah waktu tunggu pelayanan. Berdasarkan data RSUD dr. Mohammad Soewandhie Surabaya pada tahun 2021 menunjukkan bahwa waktu tunggu pelayanan adalah 104 menit sehingga waktu tunggu pelayanan masih diatas standar Kementerian Kesehatan Indonesia.Tujuan: Mengetahui korelasi waktu tunggu pelayanan terhadap tingkat kepuasan pasien BPJS di poli bedah umum instalasi rawat jalan RSUD dr. Mohammad Soewandhie Surabaya.Metode: Kuantitatif dengan observasional analitik. Data dikerjakan dengan observasi dan pemberian kuesioner kepada responden. Sampel penelitian berjumlah 62 yang didapatkan dari teknik sampling yakni systematic random sampling. Pada penelitian ini, variabel waktu tunggu pelayanan dibagi menjadi waktu tunggu pelayanan cepat (≤60 menit) dan waktu tunggu pelayanan lama (>60 menit). Sementara itu, tingkat kepuasan pasien terdiri dari 5 indikator, yaitu reabilitas, daya tanggap, jaminan, empati dan bukti fisik. Analisis yang digunakan adalah Spearman Rank test.Hasil: Berdasarkan hasil penelitian, ditemukan sebanyak 58 (93,5 persen) responden dengan waktu tunggu pelayanan lama dan terdapat 4 (6,5 persen) responden dengan waktu tunggu pelayanan cepat. Distribusi kepuasan pasien berdasarkan waktu tunggu pelayanan sebanyak 7 (11,3 persen) responden menyatakan cukup puas, 41 (66,1 persen) responden puas dan 14 (22,6 persen) responden sangat puas. Selanjutnya dikerjakan uji korelasi spearman dengan hasil p=0,626 (p>0,05).Simpulan: Tidak ada korelasi antara waktu tunggu pelayanan dengan tingkat kepuasan pasien.