PENGARUH APLIKASI TELE APIK (TEYENG NDELENG ANTRIAN PENDAFTARAN LAN POLIKLINIK) TERHADAP KEPATUHAN JAM PELAYANAN DOKTER SEBELUM DAN MASA PANDEMI COVID-19 DI POLIKLINIK RSUD PROF. Dr. MARGONO SOEKARJO PURWOKERTO

Abstract

Background: As an effort to implement SNARS Edition I which guarantees the certainty of service from patient admission until patient discharge, especially at the Prof. Dr. Margono Soekarjo Regional Hospital Polyclinic, an application entitled TELE APIK based on the Web has been created which can be accessed by all elements of the community and management to be able to see the patient service queue directly, as an effort to achieve the indicators and SPM of the Hospital.

Objective: (1) To find out the difference in response time for outpatient services before and after the implementation of Tele Apik, (2) To find out the starting time for doctor services at the polyclinic before and after the implementation of Tele Apik (3) To find out the description of services during the pandemic (4) To find out the simultaneous and partial relationship between waiting time and service opening hours with patient satisfaction.

Methods: This research is a quasi-experimental study, the subject of which is service time at the polyclinic. Data collection is done by taking data from the hospital's SIM (Sysm) from the first patient registration until receiving medical services. Data analysis uses an Independent T-Test to compare service hours before (2017 service data) and after (2018 Service data) the TELE APIK application. Data on service and patient satisfaction during the pandemic were taken from December 2019-2020 from the hospital information system and monthly outpatient quality indicator monitoring data. Multiple linear regression analysis is used to determine the simultaneous and partial relationship between opening hours and waiting time on patient satisfaction through the "Si Ati Puas" rating application..

Results: Respondents were 132,578 patients, pre 63,363 patients and post 69,215. Pre waiting time was 65.57 minutes and post 60.21 minutes, Pre Service Hours 09.10, Post 08.22. T-Test Results (1) There is a Difference in Outpatient Service Response Time Before and after the Implementation of Tele Apik (p = 0.00); (2) There is a Difference in the start time of doctor's service at the Polyclinic before and after the Implementation of Tele Apik (p = 0.00). During the Pandemic period of 238,304 respondents, the service opening hours were 08.26 and the service time was 62 minutes. The satisfaction rating level was 4.7 (maximum 5). The results of the multiple linear regression test between satisfaction ratings with opening hours (p value = 0.00) and service time (r = 0.00) showed a significant relationship between Satisfaction with service opening hours and service waiting time. A negative correlation indicates that earlier service hours and shorter wait times are associated with higher patient satisfaction. During the pandemic, changes in service patterns and social restrictions in outpatient settings significantly impacted response times and service hours.

Conclusion: TeleAPIK is a good medium for monitoring by the public, hospital management, and owners, which has implications for improving service quality. Waiting times and service hours are correlated with patient satisfaction; shorter wait times and earlier doctor arrivals have a positive effect on satisfaction, although the relationship is weak.