Open AccessAnalisa Waktu Tunggu Pelayanan Rawat Jalan di RS Universitas Brawijaya
Author(s) -
Wahyu Purnomo,
Tita Hariyanti,
Wening Prastowo
Publication year - 2021
Publication title -
jurnal manajemen bisnis dan kewirausahaan
Language(s) - English
Resource type - Journals
ISSN - 2598-0289
DOI - 10.24912/jmbk.v5i4.6904
Subject(s) - medicine , outpatient clinic , service quality , service (business) , medical emergency , business , marketing
Waiting time for patient services is one indicator of patient satisfaction and quality of service in a hospital. The length of time a patient is waiting is one of the important things in determining the quality of health services. Based on the results of preliminary studies that have been carried out at Universitas Brawijaya Hospital in Malang, the implementation of outpatient services is still not running optimally. During the study the waiting time for outpatient services was more than 143 minutes (minimum service standard <60 minutes). The purpose of this study was to determine the factors that influence the length of waiting time for outpatient services and solution solutions. Researchers used qualitative methods, data collection was done by unstructured interviews, Focus Group Discussions, and observations with time and motion study. The number of participants was 30 people. The final results of the study, are the factors that influence the waiting time of outpatient visitors are the queuing number collection system and the medical record file ordering system. Solutions for long waiting times for patients in outpatient services that affect patient satisfaction by changing the Medical Record file order system and changing the queue number group. Waktu tunggu pelayanan pasien merupakan salah satu indikator kepuasaan pasien dan mutu pelayanan di rumah sakit. Lamanya waktu tunggu pasien merupakan salah satu hal penting dalam menentukan kualitas pelayanan kesehatan. Berdasarkan hasil studi pendahuluan yang telah dilakukan di RS Universitas Brawijaya di kota Malang pelaksanaan pelayanan pasien di rawat jalan masih belum berjalan optimal. Saat penelitian waktu tunggu pelayanan rawat jalan lebih dari 143 menit (setandar pelayanan minimal < 60 menit). Tujuan penelitian untuk mengetahui faktor yang mempengaruhi lama waktu tunggu pelayanan rawat jalan dan solusi pemecahan. Peneliti menggunakan metode kualitatif, pengumpulan data dilakukan dengan wawancara tidak terstruktur, Focus Group Discussion, dan observasi dengan time and motion study. Jumlah participan 30 orang. Hasil akhir penelitian, adalah faktor yang mempengaruhi lama waktu tunggu pengunjung rawat jalan adalah sistem pengambilan nomor antrian dan sistem pemesanan berkas rekam medis. Solusi untuk lama waktu tunggu pasien di pelayanan rawat jalan yang mempengaruhi kepuasan pasien dengan merubah sistem pemesanan berkas Rekam Medis dan merubah kelompok nomor antrian.