THE RELATIONSHIP BETWEEN WAITING TIME FOR SERVICES AND PATIENT SATISFACTION AT THE OUTPATIENT POLYCLINIC OF RSI NU DEMAK

Abstract

Introduction: Waiting time is a fundamental indicator for assessing hospital service quality, particularly in outpatient settings. Excessive delays can lead to decreased patient satisfaction, and the Indonesian Ministry of Health recommends a maximum outpatient waiting time of 60 min. This study aimed to analyze the relationship between waiting time and patient satisfaction at the Outpatient Clinic of RSI NU Demak.  Methods: A quantitative cross-sectional design was used, involving 106 respondents selected through quota sampling method. Data were collected using a waiting time checklist and SERVQUAL-based satisfaction questionnaire. Statistical analysis was performed using univariate and bivariate tests using Spearman's rho. Results: The findings showed that Most respondents experienced waiting times within the national standard; however, the majority still reported dissatisfaction with the services. Bivariate analysis revealed no significant relationship between waiting time and patient satisfaction. Conclusion: Waiting time alone does not determine patient satisfaction with outpatient services. Satisfaction is more likely to be influenced by other aspects, such as healthcare personnel attitude, communication quality, comfort of the physical environment, and clarity of service procedures. Therefore, strengthening these non-technical dimensions is essential to enhance patient perceptions and overall service quality.