Title

Waiting Time and Patient Satisfaction in Oral Diagnostic Polyclinic, Department of Dentistry, RSUPN dr. Cipto Mangunkusumo.

Authors

Larasputri, Indira; Tri, Endah Ayu

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.

Subjects

PATIENT satisfaction; MEDICAL care wait times; DENTISTRY; DISTRIBUTION (Probability theory)

Publication

Indian Journal of Public Health Research & Development, 2019, Vol 10, Issue 10, p969

ISSN

0976-0245

Publication type

Academic Journal

DOI

10.5958/0976-5506.2019.02948.6