Analysis of Length of Patient Service Time on Patient Satisfaction Using the Balanced Scorecard Perspective at Rsud Dr. M. Yunus Bengkulu Year 2024
Keywords:
Inpatient Waiting Time, Outpatient Waiting Time, Waiting Time For Supporting Services, Patient SatisfactionAbstract
It is necessary to measure the performance of a company in this case, namely hospitals. Hospital directors who apply the Balanced Scorecard method will be able to measure how hospital business units can improve performance. The perspectives in the balanced scorecard used as tools in this research are the customer perspective and the business process perspective. The aim of this research is to see the relationship between the length of waiting for patient service and patient satisfaction at RSUD Dr. M. Yunus Bengkulu. The research design used in this research is mixed method research combining quantitative and qualitative research. The sample in this study was 201 samples and the number of informants was 7 people. The results of the study stated that there was a relationship between waiting time for outpatient services, waiting time for inpatient services, waiting time for laboratory services, waiting time for pharmaceutical services and waiting time for radiology services with patient satisfaction shown by a p value <0.05. Based on the multivariate test, it can be seen that the strength of the relationship is greatest for the variable waiting time for outpatient services and patient satisfaction at RSUD Dr. M Yunus Bengkulu with a relationship strength of 1,000. Based on interviews with research informants, it can be seen that outpatient, inpatient, laboratory, radiology and pharmacy services require longer service times than the established standards. The long service time is caused by a large number of patients, a network that does not support it and a lack of staff. The long service time causes patients to feel dissatisfied with the services provided by RSUD dr. M. Yunus Bengkulu. It is recommended for the director of RSUD Dr. M Yunus Bengkulu to be able to improve services in outpatient, inpatient, laboratory, radiology and pharmacy units by paying attention to service times so that patients can feel satisfied with the service. It is also hoped that it can provide facilities to support service times so that it can increase patient satisfaction in terms of the policy brief created by the author
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