ANALISIS LAMA WAKTU TUNGGU PELAYANAN PASIEN RAWAT JALAN DI BALAI KESEHATAN MATA MASYARAKAT PROPINSI SULAWESI UTARA

Abstract

Abstract: Hospital has a mission to provide qualified health services and affordable by the community in order to improve public health; one of them was the short waiting time of patients. This study aimed to analyze the waiting time length (the arrival process, service, human resources) of outpatient services in the Public Eye Health Department of North Sulawesi. This study used a qualitative method by conducting interviews at 7 informants as the primary data; the secondary data were obtained from direct observation / observation in the Public Eye Health Department of North Sulawesi. The results showed that the patients' arrivals occurred before the registration counter was opened and most patients came with their families. During the service process there were some problems inter alia the patient did not bring his/her file/guarantee completely; the number of the registration booths were limited due to lack of staff; disrupted internet connection; as well as limited human resources who were experts in the field of refraction and medical records. Conclusion: The waiting time in the Public Eye Health Department of North Sulawesi was still quite long (> 60 minutes) due to the overload patients, lack of personnel at the registration booth, disrupted internet connection, delayed of distribution of medical record files, limited available rooms, and limited human resources that were expertised in the field of refraction and medical records
Keywords: waiting time, patients, the Public Eye Health Department of North Sulawesi

Abstrak: Rumah Sakit mempunyai misi memberikan pelayanan kesehatan yang bermutu dan terjangkau oleh masyarakat dalam rangka meningkatkan derajat kesehatan masyarakat, salah satunya melalui waktu tunggu pasien yang cepat. Penelitian ini bertujuan untuk menganalisis lama waktu tunggu (proses kedatangan, pelayanan, sumber daya manusia) pelayanan pasien rawat jalan di Balai Kesehatan Mata Masyarakat (BKMM) Provinsi Sulawesi Utara (Sulut). Penelitian ini menggunakan metode kualitatif dengan melakukan wawancara pada 7 orang informan sebagai data primer, sedangkan data sekunder diperoleh dari pengamatan langsung/ observasi di BKMM Provinsi Sulut. Hasil penelitian mendapatkan kedatangan pasien di BKMM sudah terjadi sebelum loket pendaftaran dibuka dan kebanyakan pasien datang dengan diantar oleh keluarganya. Selama proses pelayanan ada beberapa kendala yang terjadi antara lain pasien tidak membawa berkas/jaminan yang lengkap, jumlah loket pendaftaran yang terbatas karena kurangnya petugas, ruangan yang kurang memadai, adanya gangguan koneksi internet, serta keterbatasan sumber daya manusia yang ahli dibidang refraksi dan rekam medik. Simpulan: Waktu tunggu di BKMM Provinisi Sulut masih tergolong lama (> 60 menit) yang disebabkan jumlah pasien yang banyak, kurangnya petugas di loket pendaftaran dan BPJS, gangguan koneksi internet, pendistribusian berkas rekam medik yang sering terlambat, keterbatasan ruangan yang ada, dan keterbatasan SDM yang mempunyai keahlian di bidang refraksi dan rekam medik
Kata kunci: waktu tunggu, pasien, BKMM