ANALYSIS OF PATIENT SATISFACTION SURVEY ON WAITING TIME FOR OUTPATIENT SERVICES AT COMMUNITY HEALTH CENTERS

Abstract

Patient satisfaction is an important indicator in evaluating the quality of service in healthcare facilities. Patient dissatisfaction due to long waiting times can impact low patient compliance in making repeat visits and decreasing trust in healthcare services at the Community Health Center. A patient satisfaction survey is necessary. Based on observations conducted at the UPT Community Health Center X, Batam City, specifically in the medical records unit, there are several important aspects that our team focused on regarding patient satisfaction with waiting times for outpatient services. Changes in the service system after switching to Electronic Medical Records (EMR) are a primary focus in this study, particularly in seeing its impact on efficiency and patient perception. The implementation of Electronic Medical Records (EMR) has had a significant positive impact on the registration process and patient waiting times at Community Health Center X, Batam City. The registration process, which was previously done manually, is now faster and more efficient with the EMR, and reduces waiting times faced by patients. Although there are challenges when the number of patient visits increases, the overall service flow has become more structured and smoother. The results of the patient satisfaction survey show that the level of satisfaction with service waiting times is quite good, with the Community Satisfaction Index (IKM) reaching 89.58, which indicates very good service quality.