Abstract:
Background: Outpatients often complain about hospital services, one of which is waiting time. High
complaints have an impact on patient satisfaction. Currently, in several outpatient rooms at the
hospital, long queues and long waiting times frequently occur.
Objective: This study aims to determine the correlation between waiting time and patient satisfaction
at Public Hospital.
Method: This study used a non-experimental approach with a cross-sectional design. Samples were 93
patients selected by using random sampling technique at the public hospital in Banjarbaru city. The
instruments used were the patient satisfaction questionnaire and waiting time observation. Data were
analyzed using the chi-square test.
Results: The results showed that 35 (37.6%) patients felt the standard waiting time according to
regulations from the ministry of health (60 minutes), while 55 (59.1%) patients were satisfied with the
services provided. There was a significant relationship between waiting time and patient
satisfaction (p-value = 0.021).
Conclusion: It can be concluded that there is a relationship between waiting time and patient
satisfaction. Hospitals can implement online registration and manage the arrival of doctors in
outpatient care so that waiting times and patient satisfaction can be managed according to minimum
service standards
Keywords: outpatient; patient satisfaction; waiting time
