Waiting Time and Patient Satisfaction in Oral Diagnostic Polyclinic, Department of Dentistry, RSUPN dr. Cipto Mangunkusumo Larasputri Indira1,*, Tri Endah Ayu2 1Staff of Department of Dentistry, RSUPN-CM, Jakarta, Indonesia 2Head of Oral Medicine Division Department of Dentistry, RSUPN-CM, Jakarta, Indonesia *Corresponding Author: Indira Larasputri, Department of Dentistry, RSUPN-CM, Jalan, Diponegoro No.71, 10430, Jakarta, Indonesia, e-mail: indiralarasputri@gmail.com, Telp: (+62)85246907875
Online published on 23 December, 2019. Abstract Background The decline of patients in the Department of Dentistry by 2017 compared to 2016 indicated a problem with the quality of service. One of factors that affected patient satisfaction was waiting times. The length of waiting times could decrease patient perceptions of satisfaction. Objective To analyze waiting times and patient satisfaction in the Oral Diagnostic Polyclinic, Department of Dentistry, RSUPN Dr Cipto Mangunkusumo. Method A cross-sectional study was conducted on 70 respondents. Data was analyzed to calculate frequency distribution of variables and correlation between the survey and waiting time using Spearman test (p value<0.05). Results Response time and satisfaction survey on waiting time to dentist in this study didn't fulfill the standards set by the Ministry of Health (<60 minutes for response time and ≥90% for survey). Some medical record also was found after the dentist examination. There was a significant relationship between the waiting time to dentist with patient satisfaction on waiting time to dentist (p=0.043, r=-0.242). Conclusion Increasing length of waiting time in oral diagnostic polyclinic, RSUPN-CM, due to medical record and dentist examination factor, could decrease patient satisfaction. Top Keywords Waiting time, Patient Satisfaction, Response Time, Public Hospital. Top |