Literature Study Of The Effect Of Registration Services On Outpatient Satisfaction In Hospitals
DOI:
https://doi.org/10.30994/jhms.v1i1.65Keywords:
Hospital, Outpatient, patient, Registration, SatisfactionAbstract
The factor of patient satisfaction with health services greatly influences the number of visits. The first gate for patients who will use hospital services is the registration section, especially for outpatients. Because you have to immediately fill out several forms to complete the medical record file, unlike inpatient treatment where you still have time to fill in the forms. Patients often complain of dissatisfaction at the registration department because the service takes a long time and the patient does not understand the flow. This research uses a literature review method, namely a synthesis of systematic, clear, comprehensive literature studies, by identifying, analyzing, evaluating through collecting existing data with an explicit search method and involving a critical review process in selecting studies. The data used were 10 journals obtained from the screening results of a number of journals from the Mendeley journal portal, Google Scholar, and PubMed. In 10 journals, 90% or 9 journals used questionnaires as data collection instruments, while 10% or 1 journal used qualitative analysis methods with interviews. On average, the questionnaire used is on a Likert scale and records the length of service time in the registration section for outpatients. It can be concluded from this journal review that outpatient satisfaction with registration services can be influenced by service waiting times. Even though they have to wait a long time, outpatients can feel satisfied with the friendly service provided by the staff and the good facilities and infrastructure at the hospital.
References
Patient Satisfaction In Outpatient Clinics: Findings From A Tertiary Care Hospital In Saudi Arabia. Journal of Family and Community Medicine, 26 : 17-22.
Arikunto, S. 2016. Prosedur Penelitian: Suatu Pendekatan Praktik. Jakarta: Rineka Cipta.
Erlindai. (2019). Tinjauan Kepuasan Pasien Pada Pelayanan Pendaftaran Rawat Jalan Di Upt Rumah Sakit Khusus Mata Medan Tahun 2019. Jurnal Ilmiah Perekam Dan Informasi Kesehatan Imelda, 4(1).
Hussain, A., Asif, M., Jameel, A., and Hwang. J. (2019). Measuring OPD Patient Satisfaction with Different Service Delivery Aspects at Public Hospitals in Pakistan. International Journal of Environmental Research and Public Health.
Iman, P. A. N. (2018). Tingkat Kepuasan Pasien terhadap Jasa Pelayanan Rumah Sakit (Studi Kasus Pasien Rawat Inap RSUD Ahmad Yani di Kota Metro). Skripsi. Bandar Lampung: Universitas Lampung.
Kuntoro, W., Istiono, W. (2017). Kepuasan Pasien Terhadap Kualitas Pelayanan di Tempat Pendaftaran Pasien Rawat Jalan Puskesmas Kretek Bantul Yogyakarta. Jkesvo (Jurnal Kesehatan Vokasional), 2(1).
Masrulloh, Imam, S., Peristiowati, Y. (2020). Analysis of the Dimension of the Quality of Service with Online Registration System Again to Increase Patient Satisfaction in Outpatient Room of Jombang General Hospital. Journal for Quality in Public Health, 3(2).
Notoatmodjo, S. (2014). Metodologi Penelitian Kesehatan.Jakarta: PT. Rineka Cipta.
Nursalam. (2015). Konsep dan Penerapan Metodologi Penelitian Ilmu Keperawatan. Jakarta: Salemba Medika.
Rahayuningsih, L.A.S. (2017). Hubungan Antara Kecepatan Pelayanan Pendaftaran Dengan Kepuasan Pasien Rawat Jalan Di Rumah Sakit Ibu Dan Anak Amanah Ibu Surakarta. Infokes, 7 (1).
Rustifani, Y., Rumana, N.A., Anggraini, M. (2015). Hubungan Kinerja Pelayanan Dengan Kepuasan Pasien Di Bagian Tempat Pendaftaran Pasien Rawat Jalan Di Rsud Tulehu Januari 2015. Jurnal INOHIM, 3 (1).
Shukla, Y., Tiwari, R., Kumar. R. B., Kumar, K.P. (2015). An assessment of OPD registration counter services and channelization of patients in NSCB Medical College Hospital, Jabalpur (MP). International Journal of Medical Science and Public Health, 4(10).
Siti, Z., Sudalhar, Pratama, T.W.Y. (2020). Pengaruh Kualitas Pelayanan Pada Bagian Penerimaan Pendaftaran Pasien Rawat Jalan Terhadap Kepuasan Pasien Rawat Jalan Dirumah Sakit Islam Muhammadiyah Sumberrejo. Jurnal Hospital Science,121 – 128.
Sugiyono. (2016). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Bandung: Alfabeta.
Tran, T.D., Nguyen, U.V., Nong, V.M., Tran, B.X. (2017). Patient Waiting Time In The Outpatient Clinic At A Central Surgical Hospital Of Vietnam: Implications For Resource Allocation. F1000 Research, 6:454.
Vicario, N. S. M. (2016). Faktor-Faktor yang Mempengaruhi Kepuasan Pasien Di Pelayanan Pendaftaran Rawat Jalan Rsud Tulehu Ambon Tahun 2016. Skripsi. Jakarta: Universitas Esa Unggul.
Wardani, I.K., Koeswo, M., Sarwiyata T.W. (2018). Efektifitas Pelatihan Komunikasi Terhadap Kepuasan Pasien pada Petugas Informasi dan Pendaftaran Rumah Sakit. PROFESI (Profesional Islam) Media Publikasi Penelitian, 15(2).
Xie, W., Yang, X., Cao, Y., Liu, P. (2019). Effects Of A Comprehensive Reservation Service For Non-Emergency Registration On Appointment Registration Rate, Patient Waiting Time, Patient Satisfaction And Outpatient Volume In A Tertiary Hospital In China. BMC Health Services Research, 19(782).
Yeni, I., Budi, S.C. (2017). Pasien TNI Terhadap Pelayanan Pendaftaran Rawat Jalan Dengan Metode Importance Performance Analysis (IPA) di RSPAU Dr. S. Hardjolukito. Jkesvo (Jurnal Kesehatan Vokasional), 1(2).
