Hubungan Waktu Tunggu Pendaftaran Dengan Kepuasan Pasien Di Tempat Pendaftaran Pasien Rawat Jalan Di Puskesmas Kedaung Barat Kabupaten Tangerang Tahun 2020

Abstract

The quality of health services in health centers and hospitals is strongly influenced by the quality of physical facilities, the types of personnel available, medicines and medical devices, and the process of service delivery. Services are formed based on the principle of Service Quality, namely speed starting from the registration waiting time. According to the 2016 Ministry of Health, the outpatient waiting time of less than 60 minutes can increase customer / patient satisfaction above 90%. Objective to determine the relationship between registration waiting time and patient satisfaction at the outpatient registration site at the Kedaung Barat Public Health Center, Tangerang Regency, 2020. Research design: included an analytical survey with a cross sectional approach. Samples were taken using the Stanley Lameshow formula with unknown proportions, and the total sample size was 196 respondents. Sampling using accidental sampling technique. This study used univariate and bivariate analysis with Chi Square test. Results based on univariate analysis of 196 people, the majority of the waiting time for fast registration was 79.6%, the patients were satisfied by 69.9%. The results of the bivariate analysis with the chi square test found that there was a relationship between registration waiting time and patient satisfaction (p value 0.000) and the closeness value of 2 variables OR = 29.693. Conclusion: from the relationship between waiting time and satisfaction, it is known that fast waiting times have a 30 times chance of making patients feel satisfied. Suggestion for health workers are expected to have commitment and time discipline in providing services according to a predetermined schedule, guidelines and competencies that are owned consistently and in a structured manner