ANALISIS FAKTOR-FAKTOR PENYEBAB TERJADINYA PENUMPUKAN PASIEN PADA PENDAFTARAN OFFLINEDI KLINIK RAWAT INAP AL-AZIZ

Abstract

Offline registration at Al-Aziz Inpatient Clinic frequently experiences patient congestion, which can potentially reduce the efficiency of healthcare services. This congestion leads to longer patient waiting times, which diminishes comfort and disrupts visit schedules. Patients become dissatisfied due to slow service and longer processing times than necessary. The congestion may be caused by various factors, including human, procedural, resource, and budgetary aspects. Understanding these factors is crucial for improving service quality. This study aims to analyze the factors contributing to patient congestion in the online registration system at Al-Aziz Inpatient Clinic using the Man, Method, Material, Money approach. This research uses a qualitative case study approach. Data were collected through interviews, employing a structured interview guide. Based on in-depth interview results, the factors contributing to patient congestion were categorized into four groups based on the Man, Method, Material, and Money approach. The study found that while staff performance was generally good, several key factors contributed to patient overcrowding: the high workload of registration staff (Man), incomplete implementation of Standard Operating Procedures (Method), the lack of visual aids such as banners or instructional videos (Material), and limited resources and budget (Money). The study found that high workloads of registration officers (Man), the lack of effective implementation of SOPs (Method), and limitations in resources and budget (Material and Money) were the main factors contributing to patient congestion.