Faktor yang Mempengaruhi Waktu Tunggu Pelayanan Kesehatan kaitannya dengan Kepuasan Pasien Rawat Jalan Klinik penyakit dalam RSUD Dr. Iskak Tulungagung
DOI:
https://doi.org/10.21776/ub.jkb.2016.029.03.3Abstract
Waktu tunggu pelayanan pasien merupakan salah satu indikator kepuasaan pasien dan mutu pelayanan rumah sakit. Laporan capaian kinerja tahun 2014 pada RSUD Dr. Iskak Tulungagung menyebutkan bahwa rata-rata waktu tunggu pelayanan pasien rawat jalan adalah 70 menit, yang melebihi standar pelayanan minimal (SPM) nasional adalah 60 menit. Tujuan penelitian ini adalah untuk mengetahui faktor-faktor yang mempengaruhi waktu tunggu pelayanan kesehatan kaitannya dengan kepuasan pasien rawat jalan dengan menggunakan desain penelitian analisis deskriptif. Data penelitian diperoleh dengan menggunakan pendekatan cross-sectional, yaitu Time and Motion Study dan Survei. Total sampel pada penelitian ini adalah 101 responden yang terdiri dari 101 pasien rawat jalan di Klinik penyakit dalam RSUD Dr. Iskak Tulungagung. Teknik pengumpulan data menggunakan observasi dan kuesioner. Data menunjukkan bahwa total rata-rata waktu tunggu pelayanan rawat jalan penyakit dalam adalah 157,13 menit. Waktu tunggu terpanjang adalah rata-rata rentang waktu tunggu pasien yang telah mendapatkan pelayanan paramedis serta akan dilayani oleh dokter, yaitu 120,07 menit. Hasil analisis regresi berganda menunjukkan bahwa kepuasan pasien dipengaruhi oleh waktu tunggu yang sebenarnya dirasakan pasien, dan kecepatan pelayanan yang diterima pasien (P<0,05). Kesimpulannya, faktor utama yang memperpanjang waktu tunggu pelayanan dan menurunkan kepuasan pasien, adalah kurang optimalnya jadwal dokter bertugas.
Kata Kunci: Kepuasan pasien, waktu tunggu pelayanan rawat jalan
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