HUBUNGAN WAKTU TUNGGU PELAYANAN DENGAN KEPUASAN PASIEN RAWAT JALAN DI PUSKESMAS PLAJU KOTA PALEMBANG

AWWALIYAH, SHINTA RABIUL and Safriantini, Dian (2024) HUBUNGAN WAKTU TUNGGU PELAYANAN DENGAN KEPUASAN PASIEN RAWAT JALAN DI PUSKESMAS PLAJU KOTA PALEMBANG. Undergraduate thesis, Sriwijaya University.

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Abstract

Patient satisfaction depends on the quality of health services. One of the things that determines the quality of health services is service waiting time. Waiting time for service is the time used by patients to get health services. Observations conducted at Puskesmas Plaju found that there were patient complaints about the long waiting time at the registration service. This study aimed to analyze the factors associated with waiting time and patient characteristics with outpatient satisfaction at Plaju Health Center Palembang City. This type of research uses a quantitative approach cross-sectional design. The sampling technique was purposive sampling with 100 outpatient respondents. The analysis used was univariate and bivariate using the Chi-square test. The results showed that the characteristics of outpatients were mostly in the productive age category, namely 88%, female gender by 81%, higher education by 64%, and non-working employment status by 61%. In the aspect of outpatient satisfaction, most of them are in the satisfied category (> 50%) at 80% and fast service waiting time (< 60 minutes) at 77%. The results of bivariate analysis on service waiting time (p=0.000) and occupation (p=0.001) have a relationship with outpatient satisfaction. While age (p = 0.000), gender (p = 0.202),and education (p = 0.096) have no relationship with outpatient satisfaction. Suggestions for public health centers to improve the professionalism of health workers, especially medical record personnel, provide medical record training and time management to speed up the administrative process, and improve service quality by optimizing the call center complaint aspect and supporting facilities for suggestion boxes.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Kepuasan Pasien, Waktu Tunggu, Puskesmas
Subjects:	K Law > KB Religious law in general. Comparative religious law. Jurisprudence > KB3075-3096.5 Public health
Divisions:	10-Faculty of Public Health > 13201-Public Health (S1)
Depositing User:	Shinta Rabiul Awwaliyah
Date Deposited:	21 Aug 2024 02:26
Last Modified:	21 Aug 2024 02:26
URI:	http://repository.unsri.ac.id/id/eprint/155796

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