HUBUNGAN RESPON TIME PELAYANAN KEPERAWATAN DI IGD DENGAN KEPUASAN PASIEN DI RUMAH SAKIT BAPTIS BATU

Abstrak

Respon time pelayanan keperawatan merupakan salah satu indikator mutu pelayanan di Instalasi Gawat Darurat (IGD) yang berpengaruh terhadap keselamatan dan kepuasan pasien. Meskipun standar respon time di IGD telah ditetapkan ≤5 menit, masih ditemukan keluhan terkait keterlambatan pelayanan yang dapat memengaruhi tingkat kepuasan pasien. Penelitian ini bertujuan untuk menganalisis hubungan respon time pelayanan keperawatan dengan kepuasan pasien di IGD Rumah Sakit Baptis Batu. Penelitian ini menggunakan desain kuantitatif analitik korelasional dengan pendekatan cross sectional. Sampel penelitian berjumlah 42 responden yang dipilih menggunakan teknik quota sampling. Data respon time dikumpulkan menggunakan lembar observasi dan stopwatch, sedangkan data kepuasan pasien diperoleh melalui kuesioner. Analisis data dilakukan menggunakan uji Spearman Rank dengan tingkat signifikansi α = 0,05. Hasil penelitian menunjukkan bahwa sebagian besar respon time pelayanan keperawatan berada pada kategori cepat sebanyak 29 responden (69,0%), sedangkan kategori lambat sebanyak 13 responden (31,0%). Tingkat kepuasan pasien sebagian besar berada pada kategori sangat puas sebanyak 15 responden (35,7%), namun masih ditemukan pasien dengan kategori cukup puas dan tidak puas terhadap pelayanan yang diterima. Hasil uji Spearman Rank menunjukkan nilai p-value < 0,001 dengan koefisien korelasi r = 0,747 yang menunjukkan adanya hubungan yang signifikan dan kuat antara respon time pelayanan keperawatan dengan kepuasan pasien. Semakin cepat respon time pelayanan keperawatan yang diberikan, semakin tinggi tingkat kepuasan pasien. Temuan adanya respon time lambat serta pasien yang belum puas menunjukkan perlunya evaluasi terhadap beban kerja, jumlah tenaga perawat, dan sistem pelayanan di IGD. Penelitian selanjutnya disarankan mengkaji faktor-faktor lain yang memengaruhi kepuasan pasien, seperti komunikasi perawat, fasilitas pelayanan, dan karakteristik pasien.

Nursing service response time is one of the quality indicators of healthcare services in the Emergency Department (ED) that influences patient safety and satisfaction. Although the standard response time in the ED has been established at ≤5 minutes, complaints regarding delays in service are still reported and may affect patient satisfaction levels. This study aimed to analyze the relationship between nursing service response time and patient satisfaction in the Emergency Department of Batu Baptist Hospital. This study employed a quantitative correlational analytic design with a cross-sectional approach. The sample consisted of 42 respondents selected using a quota sampling technique. Response time data were collected using an observation sheet and a stopwatch, while patient satisfaction data were obtained through a questionnaire. Data were analyzed using the Spearman Rank test with a significance level of α = 0.05. The results showed that most nursing service response times were categorized as fast, accounting for 29 respondents (69.0%), while 13 respondents (31.0%) experienced slow response times. Most patients reported being very satisfied, with 15 respondents (35.7%) falling into this category. However, some patients were only moderately satisfied or dissatisfied with the services received. The Spearman Rank test revealed a p-value of < 0.001 and a correlation coefficient of r = 0.747, indicating a significant and strong relationship between nursing service response time and patient satisfaction. The faster the nursing service response time provided, the higher the level of patient satisfaction. The findings regarding slow response times and the presence of dissatisfied patients indicate the need for an evaluation of workload, the number of nursing staff, and the service system in the Emergency Department. Future studies are recommended to examine other factors affecting patient satisfaction, such as nurse communication, service facilities, and patient characteristics.