THE IMPACT OF SERVICE WAITING TIME ON PATIENT SATISFACTION AT RSUD R. ALI MANSUR JATIROGO

Abstrak

Outpatient services involve a process where patients arrive, receive a queue number, and wait in the registration area until called. Subsequently, they wait at the destination polyclinic for their examination. Patient waiting time serves as an indicator of healthcare quality. This study employs a non-experimental, correlational design to investigate the relationship between waiting time and patient satisfaction in the outpatient unit at RSUD R. Ali Manshur Jatirogo. A sample of respondents was selected using cluster random sampling techniques. The independent variable in this study is service waiting time, while the dependent variable is patient satisfaction in the outpatient unit. The data analysis employed the Contingency Coefficient Test, utilizing SPSS for Windows. Findings reveal a statistically significant relationship between service waiting time and patient satisfaction in the outpatient unit, supporting the hypothesis that service waiting time has a significant impact on patient satisfaction. Most respondents perceived the waiting time as not meeting expected standards, and many expressed dissatisfaction with the service provided. The study confirms a relationship between waiting time and patient satisfaction in the outpatient unit at RSUD R. Ali Manshur Jatirogo, emphasizing the importance of reducing waiting times to improve patient experiences.