TTHE CORRELATION TIME WAITING FOR SERVICE LEVEL OF PATIENT

Rani Devayanti
Agus Triwinarto
Indira Aprilia Iskandar
Tsa Blessia Azahra

Keywords: Waiting Time for Services, Patient Satisfaction

Abstact

Most people complained and were dissatisfied with the services provided by the hospital, both in terms of examinations that were not given enough attention by health workers, staff skills, facilities or facilities that were inadequate, as well as long waiting times to get services. The low performance of the service will build a bad image at the Hospital, where patients will feel dissatisfied will tell their colleagues, vice versa the higher the performance of the services provided will be a plus for the Hospital, in this case the patient will be satisfied with the services provided. The purpose of this study is to find out the correlation between service waiting time and the level of patient. This type of research is analytic with a cross-sectional research design. The method of taking the sample in this study was accidental sampling technique with a sample of 84 people. Data collection was obtained through questionnaires in the form of questionnaires. Based on the results of the study note that 55 respondents (65.5%) got slow waiting times and as many as 56 respondents (66.7%) were not satisfied. Statistical test results using chi square obtained p value of 0.043, which means p value <0.05 then Ho is rejected and Ha is accepted, meaning that there is a correlation between service waiting time and level of patient.

References

1. Azwar. Azrul. 2010. Introduction to Health Administration Edition III. Tangerang: Script Binarupa.
2. Department of Health. 2010. Outpatient Services. Jakarta : MOH RI.
3. Patience. Boy S. 2012. Hospital Service Marketing. Jakarta: Sagung Seto.
4. Pratiwi. Muthiah Rissa. 2017. The Relationship between Service Waiting Time and Patient Satisfaction Levels at the Obstetrics and Gynecology Polyclinic, Surakarta City Hospital. http://e-journal.akbidpurworejo.ac.id/index.php/jkk1/search/authors/view?firstName=Muthiah&middleName=Rissa &lastName=Pratiw&affiliation=&country=ID. Downloaded 7 August 2019. 14:51:07
5. Pohan. Imbolo. 2010. Health Service Quality Assurance. Jakarta: ECG Medical book publisher.
6. Goddess. Utami. Aulia. 2015. Relationship between waiting time for registration and patient satisfaction at the outpatient registration area (TPPRJ) of Sukoharjo Hospital. http://repository.utu.ac.id/624/1/BAB%2520I_V.pdf&ved=2ahUKEwiaz5uq1PDjAhUKWCsK HdIdAVYQFjAAegQIARAB&usg=AOvVaw1Hgar2FAcbf11zGOvOWACw. Downloaded 7 August 2019. 15:24:12
7. Goddess. Utami. Aulia. 2015. The relationship between waiting time for registration and patient satisfaction at the outpatient patient registration (TPPRJ) of Sukoharjo Hospital. http//eprints.ums.ac.id/36185/1/02%20NASKAH%20PUBLIKA.pdf. Downloaded August 11, 2019. 13:52:21.
8. Pefryanti Dewi. 2017. Effect of inpatient room facilities on the level of patient satisfaction at Batam City Government Hospital. http//repository.polibatam.ac.id/uploads/207029_20171113011122.pdf. Downloaded August 11, 2019. 14:02:31.
9. Azwar. Azrul. 2010. Introduction to Health Administration Edition III. Tangerang: Script Binarupa.
10. Azwar. Azrul. 2010. Maintaining the Quality of Health Services. Jakarta: Rays of Hope.
11. RI Ministry of Health Number 129/Menkes/SK/II/2008 concerning Hospital Service Standards.
12. RI Law Number 44 of 2009, regarding Hospitals.
13. Sudras.Rano Indradi. 2014. Medical Records. South Tangerang : Open University.
14. Satrianegara. Fais. 2014. Organization and Management of Health Services. New York: Salemba Medika.
15. Utami Yeni Tri. 2014. Journal of Relationship Waiting Time for Outpatient Services with Patient Satisfaction Levels at Assalam Gemolong General Hospital. http://e-journal.akbid purworejo.ac.id/index.php/jkk1/search/authors/view?firstName=Muthiah&middleName=Rissa &lastName=Pratiw&affiliation=&country=ID. Downloaded 23 September 2019. 13:51:03
16. Est. A. 2011. The Effect of Waiting Time and Patient Touch Time on the Satisfaction Level of General Poly Clinic Patients at the Sukorame Health Center, Kediri City. Publications.stikesstrada.ac.id. Downloaded 23 September 2019. 14:21:12
17. Arieta. R. 2012. Analysis of Patient Waiting Time at the Dental and Oral Department of the Gatot Soebroto Army Hospital, Ditkesad, 2011. http//eprints.ums.ac.id/36185/1/02%20NASKAH%20PUBLIKAS.pdf. Downloaded 23 September 2019. 14:43:17
18. Azwar. Azrul. 2010. Introduction to Health Administration Edition III. Tangerang: Script Binarupa.
19. Herlambang. Susatyo. 2016. Management of Hospital Health Services. Yogyakarta: Gosyen Publishing.
20. Supranto. J. 2011. Measuring the Level of Customer Satisfaction to Increase Market Share. Jakarta: PT Rhineka Cipta.
21. Triton. Pb. 2008. Strategic MarketingIncreasing Market Share and Competitiveness. Yogyakarta: Monument Publishers.
22. Purwoastuti. endang. And Walyani. Elisabeth Siwi. 2015. Quality of Health & Midwifery Services. Yogyakarta: Pustakabarupress.
23. Patience. Boy S. 2012. Decision Aid System for Hospital Quality Assurance. Yogyakarta.
24. Notoatmodjo. 2012. Health Education and Behavior. Jakarta: Rineka Cipta.
25. Suyanto. Siswanto. Susila. 2013. Health and Medicine Research Methodology. Yogyakarta: Knowledge Exchange.
26. Noor.Juliansyah. 2012. Research Methodology. Jakarta: Kencana Prenada Media Group.
27. Sugiyono. 2010. Methodology of qualitative quantitative research and R&D. Alphabet: Bandung.
28. Arikunto. Suharsimi. 2013. Research Procedures A Practice Approach. Jakarta: Rhineka Cipta.