Skripsi

PENGALAMAN DAN PERSEPSI PASIEN JAMINAN KESEHATAN NASIONAL (JKN) TERHADAP WAKTU TUNGGU POLI RAWAT JALAN DI RSU SRIWIJAYA

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Long waiting times not only affect patient satisfaction but also shape patients’ experiences and perceptions of hospital service quality. Objective. This study aims to analyze the perceptions and experiences of JKN patients regarding waiting times for outpatient clinic services at Sriwijaya General Hospital, Palembang City, and to identify the psychological factors influencing these perceptions. Methods. This study employed a mixed-methods approach with an explanatory sequential design. The quantitative phase was conducted by collecting questionnaire data from 244 patients across four outpatient clinics over a 14-day period to describe perceptions of waiting time from registration until being called by the physician. The qualitative phase involved semi-structured interviews with patients, focus group discussions (FGDs) with hospital management and healthcare providers, and document review. Quantitative data were analyzed descriptively, while qualitative data were analyzed thematically using an experience-based framework to explain the psychological processes underlying patients’ perceptions. Results. The findings showed an average waiting time of 120 minutes, which was relatively consistent across all outpatient clinics, with 59.8% of visits > 60 minutes. Patients’ perceptions were shaped by several psychological factors, including unoccupied waiting time, uncertainty regarding service timing, and limited clarity of information, which contributed to anxiety and ultimately led to patient dissatisfaction. Conclusion. Perceptions of waiting time are not formed solely by objectively experienced actual waiting time but through a prolonged psychological process. Therefore, managing patient perceptions and experiences during waiting periods is recommended to improve service quality and patient satisfaction. Keywords: Perceived waiting time, Patient experience, Outpatient waiting time, Psychological factors

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Detail Information

Series Title

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Call Number

T1938732026

Publisher

Indralaya : Prodi Kesehatan Masyarakat (S2), Fakultas Kesehatan Masyarakat Universitas Sriwijaya., 2026

Collation

xxii, 299 hlm.; ilus.; tab.; 29 cm.

Language

Indonesia

ISBN/ISSN

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Classification

658.812 07

Content Type

Text

Media Type

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Carrier Type

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Edition

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Subject(s)

Pelayanan Rawat Jalan
Prodi Kesehatan Masyarakat (S2)

Specific Detail Info

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Statement of Responsibility

TUTI

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