FAKTOR-FAKTOR YANG MEMPENGARUHI WAKTU TUNGGU DAN KEPUASAN PASIEN RAWAT JALAN: SYSTEMATIC REVIEW

Abstract

Background: Waiting time in hospital services is one of the key indicators of healthcare quality that directly affects patient satisfaction levels. However, many healthcare facilities continue to face challenges related to long waiting times and patient complaints. This study aims to analyze the factors influencing waiting time and patient satisfaction levels in hospital outpatient units. Methods: This study employed a literature review design using the PRISMA (Preferred Reporting Items for Systematic Reviews and Meta-Analyses) approach. Data sources were obtained from Google Scholar, PubMed, and ScienceDirect, covering publications from 2015 to 2024. Results: A total of 171 articles were identified through database searches and manual exploration. After the screening process, 10 articles were finally included in the qualitative synthesis. The review findings indicate that factors influencing waiting time include the number of medical personnel, queuing systems, and administrative efficiency. Meanwhile, patient satisfaction is affected by service speed, staff communication, and facility comfort. Conclusion: Efforts to improve patient satisfaction cannot be separated from comprehensive service system improvements, particularly in waiting time management and staff interaction quality. Therefore, optimizing human resources, implementing technology-based queuing systems, and enhancing facility quality are strategic steps toward achieving effective, efficient, and patient-centered healthcare services.