Effectiveness of Online Registration for Waiting Time and Outpatient Satisfaction
Ichsan Rizany (a*), Herry Setiawan (a,) Musafaah (b), Miftakhul Jannah (c), Yuliani (c), Laila Rahmaniah (c), Winda Lestari (c)

a) Nursing management Department, Nursing school, Faculty of Medicine, Lambung Mangkurat University, South Kalimantan Province, Indonesia
*ichsan.r.psik[at]ulm.ac.id
b) Health Policy Administration and Health Promotion Department, Program Study of Public Health, Faculty of Medicine, Lambung Mangkurat University, South Kalimantan Province, Indonesia
c) College student of Nursing school, Faculty of Medicine, Lambung Mangkurat University, South Kalimantan Province, Indonesia

Abstract

Long waiting time indicates that the patient feels unnoticed and treated fairly so that it can cause many complaints. High complaints cause patient dissatisfaction. The purpose of this study was to analyze the effectiveness of online registration for waiting time and outpatient satisfaction. This study used an experimental design with a post-test only control group design. This design was divided into two groups, including control and intervention (∑n = 80 people). The instruments used were the patient satisfaction questionnaire and waiting time observation. Data were analyzed using the Mann Whitney test. The results showed that the mean of patient waiting time online is faster than the average waiting time of patients offline with a difference of 44 minutes. And the mean of online patients satisfaction is higher than the mean of offline patients satisfaction with a difference of 3.77 points. There were differences in online waiting times and offline patient waiting times (p-value= 0,001). In addition there are differences in online patient satisfaction with offline patients (p-value= 0,045). The conclusion was that the online registration system was effective for enhanced patient satisfaction and reduced waiting time. Hospitals can implement online registration extensively for the health services of outpatient.

Keywords: nurse satisfaction; online registration; outpatients; waiting time

Topic: Nursing Management and Education