HUBUNGAN WAKTU TUNGGU PELAYANAN DENGAN KEPUASAN PASIEN DI INSTALASI RAWAT JALAN RS PRIMA HUSADA KABUPATEN MALANG

Studi Observasional di Instalasi Rawat Jalan Rumah Sakit Prima Husada Malang

Abstract

Patient satisfaction is an indicator of the quality of health services in the hospital, one of the factorsthat influence patient satisfaction is the waiting time for outpatient services. Based on the initialsurvey conducted at the Prima Husada Hospital Malang, it was found that the waiting time foroutpatient services exceeded the standard, namely (> 60 minutes). This study aims to determine therelationship between service waiting time and patient satisfaction in the Outpatient Installation ofPrima Husada Hospital Malang. This study used an observational analytic research design . Thepopulation was 195 outpatients using purposive sampling technique. The independent variable inthis study is the waiting time for service, while the dependent variable is patient satisfaction. Datacollection using a questionnaire sheet. Data processing and data analysis using the ContingencyCoefficient statistical test . The results showed p-value = 0.441 (p> 0.05), which means that thereis no relationship between service waiting time and patient satisfaction. This shows that patientswho visit feel more satisfied with the services and facilities provided even though the time needed towait is quite long.This shows that a good and friendly history of previous service experiences is adeterminant of satisfaction in coming back to the Prima Husada Hospital, so that patients alreadyunderstand the flow of services starting from registration, examination and taking medication in theoutpatient unit Keywords : Patient satisfaction, Outpatient Waiting Time