Affecting Factors of Waiting Time in Outpatient Registration Services at Pringgarata Health Center
DOI:
https://doi.org/10.37824/gr99fx76Keywords:
waiting time, medical record services, outpatient registration, human resources, material resources.Abstract
Waiting time is an important indicator in assessing the quality of health services, particularly in outpatient registration services. Delays in medical record services can reduce patient satisfaction and negatively affect public perception of healthcare quality. This study aims to identify the factors influencing the waiting time of medical record services at the outpatient registration unit of UPTD BLUD Pringgarata Health Center in 2026.This research employed a descriptive qualitative method with a case study approach. The research subjects were medical record officers at the outpatient registration unit, with two informants selected through purposive sampling. Data were collected through observation, interviews, and documentation review. Data analysis was conducted qualitatively using data reduction, data display, and conclusion drawing techniques.The results showed that human resources and material resources significantly affected the waiting time of medical record services. Human resource factors included the limited number of registration officers, differences in competency in operating the Electronic Medical Record (EMR) system, and multiple workloads assigned to officers. Material resource factors included limited availability of computers, unstable internet connectivity, EMR system disturbances, and insufficient supporting facilities. The average waiting time for outpatient registration services was 5 minutes and 4 seconds for new patients and 3 minutes and 32 seconds for returning patients, which still met the established minimum service standards.In conclusion, although the waiting time for medical record registration services has met the minimum service standards, improvements in the quality and quantity of human resources as well as optimization of material resource utilization are still required to enhance the efficiency and quality of medical record services at Pringgarata Health Center.
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