Comparison of Waiting Times at Patient Satisfaction Level at

Moestopo University Dental and Oral Hospital

Sulistyaningsih, Tria Saras Pertiwi and Witri Zuama Qomarania

Program Studi Manajemen Informasi Kesehatan, Fakultas Ilmu-Ilmu Kesehatan,

Universitas Esa Unggul, Jakarta, Indonesia

Keywords: Patient Satisfaction, Waiting Time.

Abstract: Patient satisfaction is an indicator of the quality of health services at Prof. Dr. Moestopo (Beragama) Oral

and Dental Hospital (RSGM) Bintaro. Based on the preliminary survey, it was found that the waiting time

for outpatient services exceeded the standard (> 60 minutes) at RSGM. This study aims to determine the

comparison of waiting time-based on the level of patient satisfaction. This study uses a quantitative

approach with an observational survey and a cross-sectional design. The population in this study was 11,668

patients and the sample size was 100 patients. Data collection using questionnaires, with data analysis using

one-way Anova test. Anova one way test results obtained that there is a significant difference in waiting

time with the level of patient satisfaction, based on p-value 0,000 <0.05, a significant difference in waiting

time occurs between groups of respondents dissatisfied with groups of respondents who are satisfied and

very satisfied. Therefore the Hospital should provide comfortable and adequate facilities in the patient

waiting room to avoid the patient feeling saturated. The medical staff (doctors and nurses) have the

commitment and time discipline to provide services in accordance with a predetermined schedule.

1 PRELIMINARY

Waiting time is the time used by patients to get

outpatient and inpatient services from the place of

registration to enter the doctor's examination room.

Patient waiting time is one component that has the

potential to cause dissatisfaction. Patients will

consider bad health services if the pain does not heal

- heal, long queues, and health workers are not

friendly even though professional. Health

Information Canada reports that for 90% of visits to

units Long waiting times for patients are usually

seen in outpatient facilities, and this difficulty

contributes to various public health problems,

including disruption of access to care, disruption to

hospital work patterns, and patient dissatisfaction.

Canada's emergency department, the actual time

spent from triage to the initial assessment of the

doctor is far longer than the recommended response

time. The actual waiting time is 47 to 229 minutes,

compared to the recommended standard of up to 120

minutes. Whereas according to MO Oche and H

Adamu Sixty-one percent (59/96) of respondents

waited 90-180 minutes in the clinic, while 36.1%

(35/96) patients spent less than 5 minutes with

doctors in the consultation room. The most common

reason for long waiting times in GOPD is the large

number of patients with few health care workers.

Service time is the minimum time spent serving

patients from the initial entry to the clinic. Service

time is one of the factors that can be used to measure

the effectiveness of an organization consisting of

punctuality and speed. The accuracy and speed of

service time are related to patient satisfaction.

According to Nur Laeliyah and Heru Subekti, the

average waiting time for patient services in the

outpatients of Indramayu Regency Hospital is 70.18

minutes and most of the categories are long time (>

60 minutes). The level of satisfaction in the

moderately satisfied category, based on five

dimensions of service quality is found in the

dimensions of tangibles, responsiveness, assurance,

and empathy in the moderately satisfied category

while in the reliability dimension in the satisfied

category. The relationship between waiting time for

outpatient patient care and patient satisfaction with

outpatient care at Indramayu District Hospital is

indicated by p = 0.042 or chi-square correlation

value of 4.135.

184

Sulistyaningsih, ., Pertiwi, T. and Qomarania, W.

Comparison of Waiting Times at Patient Satisfaction Level at Moestopo University Dental and Oral Hospital.

DOI: 10.5220/0009581201840188

In Proceedings of the 1st International Conference on Health (ICOH 2019), pages 184-188

ISBN: 978-989-758-454-1

Problems Waiting Time (queuing) Patients also

occur in the Moestopo Hospital, which is in the

implementation of patient service waiting time is

still not going well and less than the maximum,

especially what happens to old patients. As a result,

there are still some whose patients wait a long time

to get services starting from the patient registering

until the patient is called/entered the clinic, which in

turn will indirectly have an impact on patient

satisfaction with the services provided. Tools used

by using questionnaires given to the patient.

2 RESEARCH METHODS

This type of research is observational analytic with

cross-sectional design. It is descriptive because it

describes patient satisfaction and is analytic because

the researcher wants to know the difference in

average waiting time on the level of patient

satisfaction. The population of this study was 11,668

old patients who visited the Moestopo Bintaro

Dental and Mouth Hospital with a sample size of

100 patients. The sampling technique is Nonrandom

sampling by Proportional Sampling sampling, which

is taking a sample that takes into consideration

elements or categories in the study population. The

instrument used was a questionnaire given to

patients and an observation sheet to determine the

difference in waiting for time-based on the level of

patient satisfaction at the Moestopo Bintaro Dental

and Mouth Hospital. The analysis used in this study

is one way ANOVA analysis with the dependent

variable is waiting time and the independent variable

is patient satisfaction. Data processing with the help

of applications on a computer

3 RESULT AND DISCUSSION

3.1 Characteristics of Respondents

Table 1: Frequency distribution of respondents based on

age at 2019 RS.

Age

(Year)

Amount %

<17 2 2

18 – 27 46 46,0

28 – 37 24 24,0

–

47 14 14

48 - 57 11 11,0

>58 3 3

Based on table 1 that out of 100 respondents in

RSGM, the highest number of respondents showed

that the age group between 18-27 years was 46

(46.0%), while the least respondents in the age

group between <17 years were 2 (2.0%).

3.2 Univariate Analysis

Table 2: Distribution of Frequency Category for

Outpatients RSGM Moestopo.

Patient

satisfaction

Total %

Not satisfied 22 22

Quite satisfied 21 21

Satisfied 32 32

Very satisfied 25 25

Based on table 2, it can be seen that patient

satisfaction in Moestopo General Hospital is 22%

unsatisfied, 21% satisfied, 32% satisfied and 25%

very satisfied. So it can be concluded that the patient

is satisfied with the service at Moestopo Hospital.

Table 3: Frequency Distribution of Patient Satisfaction in RSGM Moestopo.

Dimension Lowest Highest Mean

(Rata-rata)

Standard

Devisiasi

Reliability 8 12 9,77 0,920

Responsiveness 8 16 12,04 1,769

Guarantee 10 16 12,97 1,114

Attention 13 24 18,10 2,393

Attention 13 20 17,26 1,330

Total patient

satisfaction

58 80 70,14 4,519

Comparison of Waiting Times at Patient Satisfaction Level at Moestopo University Dental and Oral Hospital

185

Based on table 3 it can be seen that from the 5

dimensions of satisfaction, the highest dimension is

in the dimension of attention (empathy) with an

average of 18.10 (SD 2,393) the lowest 13 is highest

24, the lowest value is found in the dimension of

reliability with an average of 9.77 (SD 0.920) lowest

8 and highest value 12, and average responsiveness

12.04 (SD 1,769) lowest 8 highest 16, physical

average 17.26 (SD 1,330) lowest 13 highest 20 and

average guarantee 12.97 ( SD 1,114) 10th highest of

16.

Table 4: Waiting Time Overview of RSGM Moestopo

Outpatient Services.

Standard Average

Activity

Average

Activity

Deviation

Called on the land 6.77 3.673

Patients on-call were

6.29 2.358

When called by the doctor 66.60 11.193

The total waiting time 79.66 11.512

Based on table 4 it can be seen that the average

waiting time called at the cashier is 6.77 minutes

(SD 3.673), with the fastest time of 1 minute, the

longest time is 17 minutes, while the average patient

time called at registration is 6.29 minutes (SD

2.358), with the fastest time of 3 minutes, the

longest time is 10 minutes and the average time

called by the doctor is 66.60 minutes (SD 11.193),

with the fastest time of 39 minutes, the longest time

is 90 minutes, then the total waiting time is 79.66

minutes. The average waiting time at the cashier is

known to be 6.77 minutes, the average waiting time

at registration is 6.26 minutes, and the average

waiting time at the doctor's call is 66.60 minutes, so

it can be concluded that the waiting time is called by

the doctor for longer. The length of the waiting time

is due to the mismatch of the doctor's watch settings

and the busy schedule of doctors who work in other

hospitals. This result also supports research

conducted by Astuti (2015) which shows the

difference in waiting time between capitation

patients and fee for service with a p-value of 0.028.

Another study from Fitriana (2018) stated that there

was a significant difference in the waiting time

dimension with general patient satisfaction and

BPJS patients with a p-value of 0.001 <0.005.

Table 5: Results from the Bonferroni Multiple Comparisons.

Satisfaction

Patient Group

Satisfaction

Patient Group

Mean

Difference

Std

Error

P-value

95% Confidence Interval

Lower

Bound

Upper

Bound

Not

Satisfied

Quite

Satisfied

-7.324 3.211 .149 -15.97 1.33

Satisfied

-10.610*

3.211 .008 -19.26 -1.96

Very

Satisfied

-23.762*

1.993 .000 -29.13 -18.39

Quite

Satisfied

Not

Satisfied

7.324 3.211 .149 -1.33 15.97

Satisfied -3.286 3.750 1.000 -13.39 6.82

Very

Satisfied

-16.439*

2.779 .000 -23.93 -8.95

Satisfied

Not

Satisfied

10.610*

3.211 .008 1.96 19.26

Quite

Satisfied

3.286 3750 1.000 -6.28 13.39

Very

Satisfied

-13.153*

2.799 .000 -20.64 -5.67

Very

Satisfied

Not

Satisfied

23.762*

1.993 .000 18.39 29.13

Quite

Satisfied

16.439*

2.779 .000 8.95 23.93

Satisfied

13.513*

2.799 .000 5.67 20.64

*groups are significantly related

ICOH 2019 - 1st International Conference on Health

186

3.3 Multivariant Analysis

According to table 5, it can be seen that it is useful

to further explore which groups are related or the

significant waiting time at the level of satisfaction.

Several pairs that are significantly different from the

results of the analysis above can be shown:

1) For the pair of categories not satisfied with

satisfied the mean difference of -10,610 and

the significance of the count of 0.008 (0.008

<0.05), and very satisfied the mean difference

of - 23,762 and the significance of the count

of 0,000 (0,000 <0.01).

2) For the pair, the category is quite satisfied

with very satisfied the mean difference of -

16.439 and the significance of the calculation

of 0,000 (0,000 <0.05).

3) For the pair of categories satisfied with

dissatisfied the mean difference of -10,610

and the significance of the count of 0.008

(0.008 <0.05), and very satisfied the mean

difference of -13.153 and the significance of

the count of 0,000 (0,000 <0.01).

4) For paired categories very satisfied paired

with dissatisfied mean difference 23,762 and

significance 0,000 (0,000 <0,05), quite

satisfied mean difference 16,439 and

significance 0,000 (<0.05), satisfied mean

difference and significance 0,000 (0,000 <0,

05), so it can be concluded that there are

significant differences between groups that

are meaningful in comparison the dissatisfied

patients differ significantly in the group of

patients who are satisfied with very satisfied.

For groups that were significantly

comparable, the patients were quite satisfied

differed significantly in the group of highly

satisfied patients, for the groups of patients

that were meaningfully satisfied the patients

were significantly different in the unsatisfied

group with very satisfied, for the groups of

patients who were meaningfully satisfied the

patients were very satisfied differently

significant in the group of patients dissatisfied

with quite satisfied and satisfied. Therefore

the Hospital should provide comfortable and

adequate facilities in the patient waiting room

to avoid the patient feeling saturated. The

medical staff (doctors and nurses) have the

commitment and time discipline to provide

services in accordance with a predetermined

schedule.

4 CONCLUSION

a. Judging from the frequency distribution

that can be seen in table 4.15, that of the

five highest dimensions of satisfaction

found in the dimension of attention 58

people (58%). On the dimension of

attention there are still patients who are

not satisfied because the patient feels that

the registration officer is providing picky

patients, and the registration officer does

not always greet the patients who come to

RSGM Moestopo.

b. Based on table 4.16 the results of the

analysis of waiting time for outpatient

services out of 100 respondents observed

that the average waiting time for outpatient

services is 79.66 minutes (SD 11,512).

This time exceeds the standard when

compared to the minimum service standard

of the Ministry of Health RI 129 / Minister

of Health / SK / II / 2008. Waiting time for

outpatient services exceeds the standard

because of the long waiting time for

patients dueto doctors who arrive late to

the hospital. In addition, the distribution of

medical records to the clinic will be

disrupted when the network error, so that

officials do not know if there is a request

for medical records

c. From the ANOVA analysis, it is known that

the sig value is 0,000, then 0,000 <0.05 so it

can be concluded that there is a significant

difference between waiting time and patient

satisfaction level

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