Gambaran Komunikasi Dispatch dan Ambulance Response Time pada Kejadian Emergency di PSC 119 YES Kota Yogyakarta

Keshya Amarantina Dwitasari, Sutono, S.Kp., M.Sc., M.Kep ; Maryami Yuliana Kosim, S.Kep., Ns., M.Kep., Ph.D.

2026 | Skripsi | ILMU KEPERAWATAN

Latar Belakang: Kegawatdaruratan membutuhkan respons cepat dan tepat sejak fase pra-rumah sakit untuk menurunkan risiko kematian dan kecacatan. PSC 119 berperan dalam penyelenggaraan layanan kegawatdaruratan melalui sistem dispatch dan ambulans, tetapi kendala komunikasi serta keterlambatan response time masih ditemukan. Penelitian mengenai komunikasi dispatch dan ambulance response time di PSC 119 Indonesia, khususnya PSC 119 YES Kota Yogyakarta, masih terbatas sehingga penelitian ini dilakukan untuk menggambarkan kedua aspek pada kasus emergency.

Tujuan Penelitian: Mengetahui gambaran komunikasi dispatch dan ambulance response time pada penanganan kasus emergency di PSC 119 YES Kota Yogyakarta.

Metode: Penelitian deskriptif kuantitatif dengan pendekatan cross-sectional. Sampel terdiri dari 85 kasus emergency yang ditangani oleh PSC 119 YES Kota Yogyakarta, ditentukan menggunakan rumus Slovin dan dipilih dengan teknik consecutive sampling. Data dikumpulkan melalui observasi komunikasi dispatch dan ambulance response time menggunakan checklist observasi, kemudian dianalisis secara univariat.

Hasil: Sebanyak 52,9% kasus merupakan trauma dan 47,1% non-trauma. Komunikasi dinilai berdasarkan item gabungan operator–pelapor dan operator–tim ambulans. Secara keseluruhan, sebanyak 98,8% panggilan berkategori baik dan 1,2?rkategori cukup. Ambulance response time menunjukkan 77,6% panggilan berada pada kategori baik (<15>20 menit).

Kesimpulan: Komunikasi dispatch PSC 119 YES Kota Yogyakarta mayoritas berada pada kategori baik serta menunjukkan pelaksanaan SOP PSC 119 YES Kota Yogyakarta yang konsisten. Sebagian besar ambulance response time juga berada pada kategori baik dan telah memenuhi standar nasional SPGDT, yang menunjukkan kualitas pelayanan kegawatdaruratan pra-rumah sakit yang optimal.

Background: Emergency conditions require a rapid and appropriate prehospital response to reduce mortality and morbidity. PSC 119 provides emergency services through dispatch and ambulance systems; however, communication challenges and response delays remain concerns. Research on dispatch communication and ambulance response times at PSC 119 in Indonesia, particularly PSC 119 YES in Yogyakarta City, remains limited. 

Research Objective: This study aims to describe dispatch communication and ambulance response time in emergency cases handled by PSC 119 YES Yogyakarta City.

Methods: This study employed a descriptive quantitative design. The sample consisted of 85 emergency cases handled by PSC 119 YES, determined using the Slovin formula and selected by consecutive sampling. Data were collected through direct observation using an observation checklist and analyzed using univariate analysis.

Results: Of all cases, 52.9% were trauma and 47.1% were non-trauma. Dispatch communication was assessed using a combined checklist observing interactions between call center and caller, and between call center and ambulance team. Overall, 98.8% of calls were categorized as good and 1.2% as moderate. Ambulance response time showed that 77.6% of calls were categorized as good (<15>20 minutes).

Conclusion: Dispatch communication at PSC 119 YES Yogyakarta City was predominantly categorized as good, reflecting consistent adherence to established operational protocols. The majority of ambulance response times were also categorized as good and met the national Integrated Emergency Medical Service System (SPGDT) standards, indicating optimal prehospital emergency care performance.

Kata Kunci : Dispatch communication, emergency, PSC 119 YES, response time