ANALISIS PENGARUH WAKTU TUNGGU DAN KEPUASAN PASIEN TERHADAP LEAN MANAGEMENT DALAM PELAYANAN KESEHATAN MATA DI INSTALASI RAWAT JALAN RS BHAYANGKARA TK III MANADO

Abstrak

Pelayanan kesehatan di instalasi rawat jalan rumah sakit sering menghadapi masalah waktu tunggu yang lama dan antrean yang tidak efisien, sehingga memengaruhi kepuasan pasien. Penelitian ini bertujuan untuk mengidentifikasi penerapan Lean Management, menganalisis pengaruh waktu tunggu dan kepuasan pasien secara parsial, serta menilai pengaruh keduanya secara simultan pada pelayanan kesehatan mata di Instalasi Rawat Jalan RS Bhayangkara TK III Manado. Penelitian menggunakan pendekatan kuantitatif dengan desain deskriptif analitik. Sampel terdiri dari 100 pasien yang dipilih melalui purposive sampling. Data dikumpulkan menggunakan kuesioner terstruktur berdasarkan indikator waktu tunggu, kepuasan pasien (SERVQUAL), dan penerapan Lean Management. Analisis dilakukan menggunakan regresi linier berganda setelah memenuhi uji asumsi klasik. Hasil penelitian menunjukkan mayoritas pasien berusia 36–55 tahun, berjenis kelamin perempuan, berpendidikan SMA, dan memiliki aktivitas ekonomi mandiri. Rata-rata waktu tunggu di seluruh tahapan pelayanan melebihi standar Permenkes No. 129 Tahun 2008, sedangkan kepuasan pasien termasuk kategori cukup–baik, dengan skor tertinggi pada dimensi reliability dan assurance. Analisis regresi linier berganda menunjukkan bahwa waktu tunggu berpengaruh negatif signifikan terhadap penerapan Lean Management, sedangkan kepuasan pasien berpengaruh positif signifikan. Secara simultan, kedua variabel menjelaskan 38,6% variasi penerapan Lean Management. Temuan ini menegaskan pentingnya pengurangan waktu tunggu dan peningkatan kualitas interaksi tenaga kesehatan untuk mendukung keberhasilan Lean Management. Penelitian ini memberikan dasar bagi perbaikan efisiensi alur pelayanan dan peningkatan kepuasan pasien di rumah sakit.

Healthcare services in hospital outpatient facilities often face problems of long waiting times and inefficient queues, which affect patient satisfaction. This study aims to identify the application of Lean Management, analyse the partial effects of waiting time and patient satisfaction, and assess the simultaneous effects of both on eye healthcare services at the Outpatient Facility of Bhayangkara Hospital TK III Manado. The study employed a quantitative approach with a descriptive analytical design. The sample consisted of 100 patients selected through purposive sampling. Data were collected using a structured questionnaire based on indicators of waiting time, patient satisfaction (SERVQUAL), and the implementation of Lean Management. Analysis was conducted using multiple linear regression after meeting the classical assumption tests. The results showed that the majority of patients were aged 36–55 years, female, had a high school education, and were economically independent. The average waiting time across all stages of service exceeded the standards set by Ministry of Health Regulation No. 129 of 2008, while patient satisfaction was categorized as adequate to good, with the highest scores in the reliability and assurance dimensions. Multiple linear regression analysis shows that waiting time has a significant negative effect on the implementation of Lean Management, while patient satisfaction has a significant positive effect. Simultaneously, both variables explain 38.6% of the variation in Lean Management implementation. These findings emphasise the importance of reducing waiting time and improving the quality of healthcare interactions to support the success of Lean Management. This study provides a basis for improving service flow efficiency and increasing patient satisfaction in hospitals.