Analisis Faktor-faktor yang Berhubungan dengan Waktu Tunggu Pelayanan di Poliklinik Rawat Jalan Rumah Sakit Sentra Medika Kabupaten Minahasa Utara
DOI:
https://doi.org/10.35790/ecl.v11i1.44251Abstract
Abstract: Waiting time is a potential component to cause unsatisfaction. The waiting time is used by patients to get services from the registration place to entering doctor's examination room. Observation at the research site indicated that there were still problems related to patients’ waiting time, especially outpatients. This study aimed to analyze certain factors related to waiting time for services at the outpatient clinic of Sentra Medika Hospital, North Minahasa Regency. This was a quantitative and analytical survey study using the cross-sectional design. This study was conducted at the Outpatient Clinic of Sentra Medika Hospital. The instrument used in this study was a questionnaire that had been tested for validity and reliability. The results obtained 353 patients as respondents. The statistical analysis indicated a correlation between knowledge (p=0.031) and administrative service (p=0.015) with waiting time but there was no correlation between infrastructure (p=0.793) and waiting time. In conclusion, the patient’s knowledge and administrative service are correlated with waiting time at outpatient clinic of Sentra Medika Hospital, North Minahasa Regency.
Keywords: waiting time; hospital; outpatients
Abstrak: Waktu tunggu pasien merupakan salah satu komponen yang potensial menyebabkan ketidakpuasan. Waktu tunggu digunakan oleh pasien untuk mendapatkan pelayanan dari tempat pendaftaran sampai masuk ke ruang pemeriksaan dokter. Hasil observasi di lokasi penelitian menunjukkan masih adanya masalah yang berhubungan dengan waktu tunggu pasien khususnya pasien rawat jalan. Penelitian ini bertujuan untuk menganalisis beberapa faktor yang berhubungan dengan waktu tunggu pelayanan di poliklinik rawat jalan Rumah Sakit Sentra Medika Kabupaten Minahasa Utara. Jenis penelitian ialah kuantitatif dengan rancangan penelitian survei analitik, menggunakan desain potong lintang. Penelitian dilakukan di poliklinik rawat jalan Rumah Sakit Sentra Medika Kabupaten Minahasa Utara. Responden penelitian berjumlah 353 pasien. Instrumen penelitian berupa angket yang telah diuji validitas dan reliabilitasnya. Hasil penelitian mendapatkan bahwa terdapat hubungan antara pengetahuan pasien (p=0,031) dan pelayanan administrasi (p=0,015) dengan waktu tunggu namun tidak terdapat hubungan antara sarana prasarana (p=0,793) dengan waktu tunggu. Simpulan penelitian ini ialah pengetahuan pasien dan pelayanan administrasi berhubungan dengan waktu tunggu di poliklinik rawat jalan Rumah Sakit Sentra Medika Kabupaten Minahasa Utara.
Kata kunci: waktu tunggu; rumah sakit; pasien rawat jalan
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