| dc.description.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. | en_US |
