The Relationship of Waiting Time to Get Services and Patient Satisfaction at the Internal Medicine Polyclinic

Abstract

RSI Ibnu Sina is one of the private hospitals in Bukittinggi City that provides health services to the community with high patient visits, especially in the Outpatient Unit. The phenomenon found in the Outpatient Unit of RSI Ibnu Sina is the high number. patient visits so that often patients have to wait for a long time to get health services and this is suspected to affect patient satisfaction. This study aims to find out the length of the waiting time to get services with patient satisfaction at the Ibnu Sina Bukittinggi Hospital Outpatient Unit in 2023. This type of research is descriptive correlation with the cross sectional study approach. The population in this study is all patients in the Outpatient Unit of RSI Ibnu Sina Bukittinggi. Sampling used accidental sampling technique with a sample size of 96 respondents. Data collection in this study used instruments in the form of questionnaires, length of waiting time and patient satisfaction. Data analysis included univariate analysis and bivariate analysis using chi-square test. The results showed that 63.5% of patients with a waiting time of > 60 minutes and 61.5% of patients stated that they were dissatisfied. The results of bivariate analysis showed that there was a significant relationship between the length of waiting time and patient satisfaction at the Outpatient Unit of RSI Ibnu Sina Bukittinggi, statistically obtained a value of p = 0.009 and OR = 3.451. It can be concluded that there is a relationship between the length of time to wait and the level of patient satisfaction at the Ibnu Sina Bukittinggi Hospital Outpatient Unit. Therefore, it is hoped that the management will be able to take further action, namely by balancing the number of officers with the high number of visits. patients in the Outpatient Unit