Hubungan waktu tunggu pelayanan dengan tingkat kepuasan pasien

Abstract

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.