WAKTU TUNGGU PASIEN DI POLI RAWAT JALAN DAN STUDY KELAYAKAN PENERAPAN PENGEMBANGAN SISTEM PERJANJIAN DI PUSKESMAS KECAMATAN GROGOL PETAMBURAN TAHUN 2017

MURNIASI HUTAPEA, Prof. Dr. Adi Utarini MSc, MPH, PhD; Dr. Irwan Endrayanto A S.Si M.Sc

2018 | Tesis | MAGISTER ILMU KESEHATAN MASYARAKAT

Latar belakang: Hasil survey kepuasan pelanggan, tahun 2015 ada sebanyak 50 aduan dengan rincian 24 aduan tentang waktu tunggu, 11 aduan tentang sarana dan prasarana puskemas dan 15 aduan tentang lain lain seperti layanan metadone, etika petugas dan rujukan. Aduan melalui SMS tahun 2016 ada sebanyak 32 aduan dengan rincian 20 aduan tentang waktu tunggu, 9 aduan tentang sarana dan prasarana puskemas dan 3 aduan lain seperti layanan metadone, etika petugas dan rujukan. Data tahun 2015 dan 2016 menunjukkan bahwa waktu tunggu adalah keluhan pelanggan yang utama. Dalam pelayanan sehari hari di puskesmas kepuasan pelanggan merupakan faktor utama yang menjadi tolak ukur keberhasilan layanan Puskesmas. Lamanya waktu tunggu pasien menjadi salah satu tolok ukur kepuasan pasien, sehingga perlu dilakukan penelitian. Tujuan: Tujuan adalah untuk mengetahui rata-rata waktu tunggu pasien rawat jalan sejak pendaftaran sampai dengan selesai mendapatkan layanan dan faktor-faktor yang mempengaruhi serta eksplorasi kesiapan Sistem Perjanjian di Puskesmas Kecamatan Grogol Petamburan tahun 2017. Metode: Jenis penelitian adalah sequansial explanatory mixed method dimana tahap pertama penelitian dilakukan pengumpulan data dan analisis data kuantitatif kemudian pada tahap kedua dilakukan pengumpulan data kualitatif melalui Focus Discussion Group (FGD) dengan Pasien dan karyawan puskesmas, yang menjadi prioritas dalam penelitian ini adalah data kuantitatif. QUAN qual. Subjek dalam penelitian ini adalah pasien yang berobat dan petugas yang bekerja di Puskemas Kecamatan Grogol Petamburan. Hasil dan pembahasan: Rerata waktu tunggu di loket pendaftaran didapati selama 32 menit 28 detik. Rerata waktu tunggu di 8 poli yang diteliti adalah kurang dari 60 menit, namun ada yang waktu tunggu lebih dari 1 jam. Rerata waktu tunggu di layanan Farmasi adalah 23 menit 11 detik. Penerapan sistem Perjanjian belum bisa dilaksanakan karena pasien dan puskesmas belum siap. Kesimpulan dan saran: Rata-rata waktu tunggu di Puskesmas kecamatan Grogol Petamburan belum sesuai dengan peraturan yang berlaku.

Background: The results of customer satisfaction survey through SMS complaints of customers in general, in 2015 there were as many as 50 complaints with details of 24 complaints about the waiting time, 11 complaints about facilities and infrastructure public health center and 15 complaints about other such as methadone services, ethics officers and referrals. According to complaints through SMS in 2016, there were 32 complaints with details of 20 complaints about waiting time, 9 complaints about public health center facilities and infrastructure and 3 other complaints such as methadone service, officer ethics and referrals. Data from 2015 and 2016 show that waiting times are a major customer complaint. In the daily service at the public health center customer satisfaction is the main factor that becomes the benchmark of success of public health center service. The length of patient waiting time becomes one of the parameters of patient satisfaction. In solving customer complaints, public health center is expected to get the best solution for all. Objective: The purpose of this study is to know the average waiting time required by outpatients by measuring from registration until the completion of services and to understand influencing factors and further explore readiness to develop and apply Appointmet System at Grogol Petamburan District Health Center in 2017. Method: The type of research that will be carried out is a sequence explanatory mixed method where the first phase of the research is data collection and quantitative data analysis then in the second phase qualitative data collection through Focus Discussion Group (FGD) with Patient and public health center employees. The priority of this research is data quantitative. QUAN qual. Subjects in this study were patients who seek treatment and officers who work in Grogol Petamburan District public health center. Result and discussion: The average waiting time at the registration counter is found to be 32 minutes 28 seconds. The average waiting time in the 8 polyclinic studied was less than 60 minutes, but there was awaiting time of more than 1 hour. The average waiting time in Pharmacy service is 23 minutes 11 seconds. The cause of the length of waiting time in public health center is the result of the patient there who claimed seek treatment for the first time while in fact has seek treatment frequently in the past. Conclusion and recommendation: The average waiting time at Grogol Petamburan District Health Center is not in accordance with the applicable regulations. Implementation of electronic medical record system is required in order to improve waiting time and service time at Grogol District Public Health Center Petamburan.

Kata Kunci : waktu tunggu, sistem perjanjian, kepuasan pelanggan; waiting time, appointment system, customer satisfaction