Analysis Queues at Counters for Outpatients in the Regional Public Hospital of Makassar Indonesia

Abstract

Background: The queue is something that many consumers or customers encounter. Many consumers or customers complain about the long queue, but there are also customers who are satisfied with a company service that is so fast without having to queue too long. Objective: This study aims to determine the service time, file completeness, and service facilities for the Queuing Analysis at the Regional Public Hospital of Makassar City, South Sulawesi. Methods: This type of research is analytic research with cross-sectional design and the total sample is 185 people. Results: This study found that there was a relationship between service time and queue analysis at the counters of Regional Public Hospital of Makassar City (p = 0.000), there was a relationship between file completeness and queuing analysis at the counters of Regional Public Hospital of Makassar City (p = 0.004), there was a relationship with service facilities. on the analysis of queues at the counters of Regional Public Hospital of Makassar City (p = 0.000). Conclusion: Based on the findings above, health workers should provide good service to outpatients so as not to make patients complain about long queues and to improve the quality of health services at the Regional Public Hospital of Makassar City.