HUBUNGAN WAKTU TUNGGU PELAYANAN DENGAN TINGKAT KEPUASAN PASIEN DI POLI DALAM RUMAH SAKIT ISLAM SITI AISYAH MADIUN

ABSTRACT

RELATIONSHIP BETWEEN SERVICE WAITING TIME AND PATIENT SATISFACTION LEVEL IN THE INTERNAL POLYCLINIC OF ISLAMIC SITI AISYAH HOSPITAL, MADIUN

Service waiting time is an important factor that influences patient satisfaction level in outpatient health services. Patient satisfaction is the main indicator in assessing the quality of health services in hospitals. This study aimed to determine the relationship between service waiting time and patient satisfaction level in the Internal Medicine Polyclinic of RSI Siti Aisyah Madiun. This study used a quantitative design with a cross-sectional approach involving 68 Internal Medicine patients of RSI Siti Aisyah Madiun. Data were collected through a questionnaire that measured service waiting time and patient satisfaction level. Statistical analysis used the Spearman Rank correlation test to determine the relationship between waiting time and patient satisfaction. Most patients (82.4%) felt that the service waiting time was not long, and 76.5% of patients stated a high level of satisfaction. Spearman Rank analysis showed a significant and strong relationship between service waiting time and patient satisfaction level (p = 0.000; r = 0.687). Patients who experienced long waiting times tended to have low to moderate levels of satisfaction, while patients with short waiting times were mostly very satisfied. The results of the study stated that service waiting time plays an important role in determining patient satisfaction. Reducing waiting time can increase patient satisfaction with health services at the Internal Medicine Polyclinic of RSI Siti Aisyah Madiun. Therefore, hospital management is advised to optimize the service process so that waiting time can be minimized in order to improve service quality and patient satisfaction.

Keywords: Internal Medicine Polyclinic, Patient satisfaction, Service waiting time