Analisis Lama Waktu Tunggu Pelayanan Pasien Unit Rawat Jalan Di RSUD Adnaan WD Payakumbuh Tahun 2017

ABSTRAK Tujuan Penelitian RSUD Adnaan WD Payakumbuh banyak mendapatkan respon negatif dari pasien karena waktu tunggu yang cukup lama. Data 18 dari 20 pasien mengalami waktu tunggu lebih dari ≤60 menit. Tujuan penelitian ini adalah untuk menganalisis lama waktu tunggu pelayanan pasien unit rawat jalan di RSUD Adnaan WD Payakumbuh tahun 2017. Metode Penelitian ini menggunakan metode campuran (mix methode) dengan model Sequential Explanatory pada bulan Februari-Juni 2017. Penelitian kuantitaif dengan menghitung lama waktu tunggu pada 60 orang sampel pada 4 poli medis spesialis dasar yaitu poli anak, bedah, penyakit dalam dan kandungan. Data dianalisis untuk mendapatkan distribusi frekuensi lama waktu tunggu. Penelitian kualitatif dilakukan kepada 6 orang, penentuan informan dilakukan secara purposive sampling. Pengumpulan data dilakukan dengan wawancara mendalam, observasi, dan telaah dokumen. Analisis data dilakukan dengan cara triangulasi sumber dan triangulasi metode. Hasil Hasil penelitian menunjukkan rata-rata lama waktu tunggu pelayanan pasien adalah 2 jam 10 menit. Dari 60 orang sampel, 50 orang (83.3%) di antaranya tidak sesuai dengan standar pelayanan minimum. Di antara faktor penyebab yaitu, kurangnya tenaga kesehatan pada bagian pendaftaran dan rekam medis, kedisiplinan dan kinerja yang belum dilakukan sesuai SOP, kurangnya sarana dan prasarana seperti jaringan internet yang bermasalah, komputer, printer, mesin treser dan lokasi penyimpanan dokumen rekam medis yang kurang serta jadwal kedatangan dokter yang terlambat dalam memulai pemeriksaan. Kesimpulan Lamanya waktu tunggu pasien relatif lama yang disebabkan oleh permasalahan kompleks yang tidak berada pada satu titik pelayanan. Kata Kunci: Waktu Tunggu, Pasien Rawat Jalan, RSUD Adnaan WD Payakumbuh ABSTRACT Objectives RSUD Adnaan WD Payakumbuh get a lot of negative response from patients because of waiting time was long enough. Data 18 of the 20 patients experienced that they were waiting for the service more than the ≤60 minutes. The purpose of this study was to analyze the length of waiting time of patient service outpatient unit at RSUD Adnaan WD Payakumbuh in 2017 Method This research used mixed method with model Sequential Explanatory on February-June 2017. Quantitative research by counting waiting time to 60 people samples on 4 basic of medical specialist poly that are poly child, surgical, interne and obgyn. Data was analyzed to get the distribution of the long waiting time frequency. Qualitative research was conducted to 6 people, the determination of informants was applied by purposive sampling. Data was collected by in-depth interview, observation, and document review. Data was analized by triangulation of sources and triangulation method. Results The research showed that average of long waiting time of the patients to get service is was 2 hours and 10 minutes. There were 50 people (83.3%) who get long waiting time more than standard normal time. The problems are caused by several factors namely the lack of health personnel at the registration table and medical record, discipline of the staffs and their performance which have not been done in accordance with SOP, lack of facilities and infrastructure such as internet network problem, computer, printer, which were lacking and the schedule of late arrival of the doctor in initiating the examination. Conclusion Long waiting time still relatively was long. It caused by problems completely in every point of the service. Keywords: Waiting Time, Outpatient, Adnaan WD Payakumbuh Hospita