Faktor-Faktor yang Berpengaruh pada Waktu Tunggu Pasien dalam Masa Pandemik Covid 19 di Unit Rawat Jalan Rumah Sakit
Abstract
Background: Patient waiting time is one element of patient assessment of the quality of a medical service. Waiting time can be in the form of time spent by patients, both before registering, receiving health services, until the process of taking drugs at the pharmacy. The purpose of this study is to analyze the factors that influence the waiting time during the current COVID-19 pandemic. Methods: This is a qualitative research with a case study approach. This research was conducted in July-September 2020 at the Outpatient Unit of the Bhayangkara Hospital, Manado. There were 7 informants in this study. Informants were selected using the snowball method. The variables studied were administration, medical records, human resources (HR), and hospital infrastructure. Data were obtained through in-depth interviews and field observations. Interviews were recorded and made into transcripts and then analyzed using the content analysis method. Results: The results showed that the waiting time for patients in the outpatient unit of the Bhayangkara Manado Hospital during the Covid-19 pandemic is on average in accordance with the hospital's minimum service standard, which is less than 60 minutes. The administrative factor associated with the Covid-19 pandemic situation does not have a negative influence on patient waiting time, where in this pandemic condition, the administrative process actually becomes faster due to the decrease in patients. Factors of medical records, human resources and infrastructure associated with the Covid-19 pandemic situation cause waiting times to be longer. Conclusion: That can be conclude that the waiting time for the outpatient unit at Bhayangkara Hospital Manado is still in accordance with the minimum service standards of the hospital where the influencing factors are administrative, human resources, medical records and hospital infrastructure factors.
Keywords
Full Text:
PDFReferences
Al-Harajin, R. S., Al-Subaie, S. A., & Elzubair, A. G. (2019). The association between waiting time and patient satisfaction in outpatient clinics: Findings from a tertiary care hospital in Saudi Arabia. Journal of family & community medicine, 26(1), 17.
Anonim. (2008). Keputusan Menteri Kesehatan Republik Indonesia (Kepmenkes RI) No. 129/Menkes. SK/II/2008 tentang Standar Pelayanan Minimal Rumah Sakit. Kementerian Kesehatan RI. Jakarta
Belayneh, M., Woldie, M., Berhanu, N., & Tamiru, M. (2017). The determinants of patient waiting time in the general outpatient department of Debre Markos and Felege Hiwot hospitals in Amhara regional state, North West, Ethiopia. Glob J Med Public Heal, 6(5), 2277-9604.
Devina, N., Febrian, F., & Murniwati, M. (2018). Hubungan dimensi kualitas pelayanan petugas administrasi pengelola bpjs kesehatan dengan kepuasan pasien rawat jalan di poliklinik rsud dr. Rasidin padang. Andalas Dental Journal, 6(1), 23-31.
Dewi, R. S. (2019). Pengaruh Kepuasan Pasien Terhadap Kualitas Pelayanan Administrasi BPJS di Instalasi Rawat Jalan Rumah Sakit Tingkat II Kartika Husada Pontianak Provinsi Kalimantan Barat Tahun 2018 (Doctoral dissertation, Institut Kesehatan Helvetia).
Gulo, S., & Simamora, R. J. (2018). Perancangan Sistem Informasi Administrasi Rawat Inap Dan Rawat Jalan Pada Rumah Sakit Umum Siti Hajar. METHOMIKA: Jurnal Manajemen Informatika & Komputerisasi Akuntansi, 2(1), 30-42.
Haryadi, D., & Solikhah, S. (2013). Evaluasi Sistem Informasi Pendaftaran Pasien Rawat Jalan di Rumah Sakit Umum PKU Muhammadiyah Bantul. Kes Mas: Jurnal Fakultas Kesehatan Masyarakat Universitas Ahmad Daulan, 7(2), 24963.
Keputusan Kepala Kepolisian Negara Republik Indonesia Nomor: Kep/272/III/2015 tanggal 31 Maret 2015 tentang Peningkatan Rumah Sakit Bhayangkara Kepolisian Negara Republik Indonesia Rumah Sakit Bhayangkara Manado Tk. IV Polda Sulut dinaikkan tingkatnya menjadi Rumah Sakit Tk. III
Laeliyah, N., & Subekti, H. (2017). Waktu Tunggu Pelayanan Rawat Jalan dengan Kepuasan Pasien Terhadap Pelayanan di Rawat Jalan RSUD Kabupaten Indramayu. Jurnal Kesehatan Vokasional, 1(2), 102-112.
Muhammad, M., & Arief, A. (2020). Evaluasi Faktor-Faktor Sukses Sistem Informasi Rumah Sakit pada Rumah Sakit XYZ Menggunakan Model Delone & Mclean. IJIS-Indonesian Journal On Information System, 5(2).
Nguyen, K. D. (2015). Estimating Emergency Room Wait Times In Changepoint Weibull Hazard Model (online) diakses dari https://www.wku.edu/mae/documents/erwaittimes.pdf pada 11 Agustus 2021
Nugraheni, R., & Kumalasari, Y. I. (2020). Evaluasi Sistem Informasi Pendaftaran Pasien Rawat Jalan Di Rumah Sakit X Kota Kediri. Jurnal Kesehatan, 8(2), 96-105.
Pandit, A., Varma, E. L., & Pandit, D. A. (2016). Impact of OPD waiting time on patient satisfaction. Int Educ Res J, 2(8), 86-90.
Poli, E. (2017). Analisis Waktu Tunggu Pelayanan Unit Rawat Jalan Rumah Sakit Umum Prof. Dr. R.D. Kandou Manado. Tesis. Unpublished. Pascasarjana Universitas Sam Ratulangi Manado
Shahzadi, S., & Annayat, S. (2017). Factors associated patient waiting time at outpatient department in allied hospital Faisalabad. Journal of Biology, Agriculture and Healthcare, 7(17), 14-20.
Simbar E. (2017). Analisis Kebijakan Rumah Sakit Bhayangkara Kota Manado dalam meningkatkan Mutu Pelayanan Kesehatan di Instalasi Rawat Jalan. Tesis. Unpublished. Pascasarjana Universitas Sam Ratulangi Manado
Sujono R. (2017). Analisis Implementasi Pengolahan Data Sistem Informasi Manajemen di Ruang Rekam Medik Rumah Sakit Bhayangkara Kota Manado. Tesis. Unpublished. Pascasarjana Universitas Sam Ratulangi Manado
Tetty, V., & Bone, A. T. (2020). Faktor-Faktor Yang Berhubungan Dengan Lama Waktu Tunggu Pasien BPJS di Poli Umum Unit Rawat Jalan Rumah Sakit X. Jurnal Keperawatan Dirgahayu (JKD), 2(1), 29-35.
Timporok, O. P., Mulyadi, N., & Malara, R. (2015). Faktor-Faktor Yang Mempengaruhi Waktu Tunggu Pasien Di Instalasi Gawat Darurat Medik Rsup Prof. Dr. RD Kandou Manado. Jurnal Keperawatan, 3(2).
Torry, T., Koeswo, M., & Sujianto, S. (2016). Faktor yang Mempengaruhi Waktu Tunggu Pelayanan Kesehatan kaitannya dengan Kepuasan Pasien Rawat Jalan Klinik penyakit dalam RSUD Dr. Iskak Tulungagung. Jurnal Kedokteran Brawijaya, 29(3), 252-257.
Ubaidillah, U., Ermadiani, E., & Rohman, A. (2020). Pengembangan Sistem Informasi Rumah Sakit Sebagai Upaya Pencegahan Fraud Dalam Rangka Peningkatan Layanan Kesehatan pada Rumah Sakit Pemerintah. Balance: Jurnal Akuntansi Dan Bisnis, 5(1), 53-63.
Wijaya, S. B. R. (2016). Analisis Kebutuhan Tenaga Kerja Berdasarkan Beban Kerja di Loket Pendaftaran BPJS Rumah Sakit Haji Jakarta Tahun 2015 xiii+ 94 halaman, 10 tabel, 2 bagan, 4 lampiran (Bachelor's thesis, FKIK UIN Jakarta).
Xie, Z., & Or, C. (2017). Associations between waiting times, service times, and patient satisfaction in an endocrinology outpatient department: a time study and questionnaire survey. INQUIRY: The Journal of Health Care Organization, Provision, and Financing, 54, 0046958017739527.
Yadav R. (2017). Reducing Waiting Time of Patients in Outpatient Services of Large Teaching Hospital: A Systematic Quality Approach. IOSR Journal of Dental and Medical Sciences (IOSR-JDMS). 16(11):1-7 (online) diakses dari http://www.iosrjournals.org/iosr-jdms/papers/Vol16-issue11/Version-3/A1611030107.pdf pada 1 Agustus 2021
Zia, Q., & Bukhari, S. W. H. (2011). A Plan for Implementation of Hospital Information System in Developing Country: Recommendation from socio-technical perspective (online) diakses dari https://www.diva-portal.org/smash/record.jsf?pid=diva2%3A434641&dswid=6 pada 1 Agustus 2021
DOI: https://doi.org/10.35801/ijphcm.v2i3.35558
Refbacks
- There are currently no refbacks.
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
Publisher: