PROVIDING ADEQUATE INFORMATION FOR OUTPATIENTS IN RSUPN DR. CIPTO MANGUNKUSUMO JAKARTA NOVEMBER 2018 - FEBRUARY 2019
Background: Long waiting time in medical services can cause by excess patient capacity, insufficient hospital staff and resources, and long registration process. This problem common happens in hospital in Indonesia, including RSUPN Dr. Cipto Mangunkusumo, Jakarta. In 2017, the average time for waiting to get medical services in RSUPN Dr. Cipto Mangunkusumo was more than 60 minutes. However, the standard of waiting time is less than or equal to 60 minutes. Long waiting time can affect to the patient services and satisfaction. This study aims to examine the effectiveness of providing information at each service points with waiting time at RSUPN Dr. Cipto Mangunkusumo.
Methods: This study was a quantitative study with cross-sectional design. Quick Win/ Electronic Health Record recapitulation was used to measure the waiting time to get medical services from registration until met the doctor for each patient. The sample was 1130 patients. The sample in this study was patient who had been recorded in electronic medical record during July 2018 to February 2019. The data analyzed in univariate and bivariate analysis used Chi-square.
Results: There was association between providing information at each service points with patient waiting time (95% CI, p= 0.042). After implemented the information of how long-time services needed at each service points, the average time for patient waited has decreased 3 minutes from 120.5 minutes to 117.5 minutes.
Conclusion: Providing information at each service points associated with decreasing waiting time for patient. The hospital should increase the performance of health providers and give the appreciation to the polyclinic or department that can achieve the standard of waiting time. Hopefully, giving a honor to the health providers can motivating them to give better health services to the patient and reduce the waiting time.
Keywords: Patient services, waiting time, information on patient service time
Nursing SS. Factors Associated Patient Waiting Time at Outpatient Department in Allied Hospital Faisalabad. 2017;7(17):14–20.
Indonesia KKR. Hospital and Hall Performance Indicator Dictionary. In: Kamus Indikator Kinerja Rumah Sakit dan Balai. Jakarta:
Ministry Of Health; 2015. p. 63.
Institute HI. NAHIT Releases HIT Definitions [Internet]. 2008. Available from: https://www.healthcare-informatics.com/news-
Dahlan M. Statistik Untuk Kedokteran dan Kesehatan. Vol. 6. Jakarta: Epidemiologi Indonesia; 2014.
Bustani NM, Rattu AJ, Saerang JSM. Outpatient waiting Analysis Of North Sulawesi Province Service Patients. 2015;3.
Kesehatan K. 6 KMK No. 129 .Hospital Minimal Service Standart.
Xie Z, Or C. Associations Between Waiting Times, Service Times, and Patient Satisfaction in an Endocrinology Outpatient
Department: A Time Study and Questionnaire Survey. Inquiry. 2017;54.
Mohebbifar R, Hasanpoor E, Mohseni M, Sokhanvar M, Khosravizadeh O, Mousavi Isfahani H. Outpatient Waiting Time in Health Services and Teaching Hospitals: A Case Study in Iran. Glob J Health Sci. 2013;6(1):172–80.
Laeliyah N, Subekti H. Waiting Time for Outpatient Services with Patient Satisfaction with Services at Outpatient Services at
Indramayu District Hospital. J Kesehat Vokasional [Internet]. 2017;1(2):102. Available from:
Kotler P. Millennium Marketing Management. In: Manajemen Pemasaran Milenium. Yogyakarta: Prehalindo; 2002. p. 112.
How to Cite
Copyright (c) 2022 Each author(s) agree to transfer all copyrights and assign YAYASAN ALIANSI CENDEKIAWAN INDONESIA THAILAND, the Publisher of Proceedings of the International Conference on Applied Science and Health, for the full term of exclusive copyright and any extensions or renewals of that terms thereof throughout the world, including but not limited to publish, disseminate, transmit, store, translate, distribute, sell, republish and use the Contribution and material contained therein in print and electronic form of the journal and in other derivative works, in all languages and any form of media of expression available now or in the future and to license or permit others to do so.
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.Proceedings of the International Conference on Applied Science and Health is an open access following Creative Commons License Deed – Attribution-NonCommercial-ShareAlike 4.0 International (CC BY-NC-SA 4.0). Users are allowed to copy and redistribute the material in any medium or format as well as remix, transform, and build upon the material with one condition--appropriate credit is given to the journal.