Pengaruh Appointment Registration System terhadap Waktu Tunggu dan Kepuasan Pasien

Abstract

Peningkatan derajat kesehatan dapat dicapai melalui kemudahan akses terhadap fasilitas kesehatan. Peningkatan peserta pada program Jaminan Kesehatan Nasional (JKN) mengakibatkan antrian panjang di sarana pelayanan kesehatan. Penelitian ini bertujuan untuk menganalisis pengaruh metode appointment registration system (ARS) terhadap waktu tunggu dan kepuasan pasien. Metode penelitian yang digunakan adalah survei dengan sampel 380 orang dan observasi pada bulan Desember 2014 di RS Al-Islam Bandung. Analisis menggunakan structural equation modeling (SEM) dan production operation management-quantitative methods (POMQM). Hasil penelitian diperoleh kondisi pelaksanaan ARS (60,7%), waktu tunggu (59,1%), dan kepuasan pasien (67,3%) termasuk dalam kategori cukup. Terdapat pengaruh positif dan signifikan ARS terhadap waktu tunggu (51,84%), pengaruh positif dan signifikan waktu tunggu terhadap kepuasan pasien (25%), dan total pengaruh ARS terhadap kepuasan pasien (16,79%). ARS dapat menurunkan waktu tunggu secara efektif tetapi tidak semua metode ARS dapat menurunkan waktu tunggu. Simpulan, pasien RS Al-Islam Bandung merasa cukup puas terhadap pendaftaran appointment dan waktu tunggu.

THE INFLUENCE OF OUTPATIENT APPOINTMENT REGISTRATION SYSTEM TO WAITING TIME AND PATIENT SATISFICATIONS

Health improvement can be achieved through accessibility to health services. An increased participants in the Health Insurance Program (HIP) resulted in a long queue in the hospital. This research aim was to analize influence of appointment registration system (ARS) to waiting time and patient satisfaction. Research method using patient satisfaction survey in 380 subjects and observation on December 2014 at Al-Islam Bandung Hospital. The result was analyzed using structural equation modeling (SEM) and production operation management-quantitative methods (POMQM). The results showed that the implementations of ARS (60,7%), waiting time (59,1%), and patient satisfaction (67,3%) were on moderate category. There was positive and significant influence of ARS to waiting time (51,84%). There was positive and significant influence of waiting time to patient satisfaction (25%) and total influence of ARS to patient satisfaction was 16,79%. The fastest waiting time in queue performance was appointment registration via sms/phone (33.76 minutes) and the longest waiting time was onsite booking (53.56 minutes). ARS could decreased waiting time significantly and effectively, but not all ARS methods could do the same. In Conclusion, the patients in Al-Islam Hospital had moderate satisfaction in appointment registration and waiting time.