Skripsi

ANALISIS HAMBATAN WAKTU TUNGGU LAYANAN DI POLIKLINIK RUMAH SAKIT UMUM PUSAT DR. RIVAI ABDULLAH BANYUASIN

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Long outpatient queues and prolonged waiting times are a major source of patient complaints and an important indicator of hospital service quality. Objective. This study aimed to analyse bottlenecks in outpatient waiting time at the polyclinics of Dr. Rivai Abdullah Central General Hospital Banyuasin comprehensively, based on the Donabedian quality framework and Lean Hospital principles. This mixed-methods study employed an explanatory sequential design. In the quantitative phase, a Time and Motion Study (TMS) was conducted on 242 patient visits in six polyclinics over five working days to measure waiting time from completion of registration until the start of the medical consultation, as well as the duration of each subprocess. In the qualitative phase, data were collected through Focus Group Discussions (FGDs) with managers and health workers, semi-structured interviews with patients, and document review. Quantitative data were analysed descriptively, whereas qualitative data were analysed thematically using the Donabedian framework and Lean principles. Results. The study showed a mean waiting time of 34.33 minutes with a median of 33.07 minutes, and 95.45% of visits met the standard of ≤60 minutes. However, the waiting phase for the doctor after registration constituted the main bottleneck and accounted for approximately two-thirds of the total visit time. Activity classification indicated that only about 14% of the visit time was Value Added. Waiting time bottlenecks were mainly related to limited specialist availability and multiple roles of doctors, accumulation of visits on high-risk days and polyclinics, and suboptimal use of the Hospital Information System (SIMRS) and digital queuing systems. The bottleneck in waiting time is concentrated in the phase of waiting for the doctor as a result of the interaction between structural, process, and outcome factors. It is therefore recommended to reorganise doctors’ practice schedules and strengthen queuing systems and waiting-time information in order to reduce waiting duration and improve service quality.

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Detail Information

Series Title

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Call Number

T1896202025

Publisher

Indralaya : Prodi Kesehatan Masyarakat, Fakultas Kesehatan Masyarakat Universitas Sriwijaya., 2025

Collation

xvii, 202 hlm.; ilus.; tab.; 29 cm.

Language

Indonesia

ISBN/ISSN

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Classification

362.110 07

Content Type

Text

Media Type

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Carrier Type

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Edition

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Subject(s)

Prodi Kesehatan Masyarakat
Rumah Sakit – Manajemen

Specific Detail Info

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Statement of Responsibility

TUTI

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