Waiting Time for Prescription Services on Social-Health-Insurance Patients at X Kendal Hospitals: Why Takes Too Long?

https://doi.org/10.22146/jmpf.83619

Eka Kristia Ayu Astuti(1*), Ayun Sriatmi(2), Farid Agushybana(3)

(1) Department of Master of Public Health, Faculty of Public Health, Diponegoro University, Semarang, Central Java
(2) Department of Health Policy and Administration, Faculty of Public Health, Diponegoro University, Semarang, Central Java
(3) Department of Biostatistics and Demography, Faculty of Public Health, Diponegoro University, Semarang, Central Java
(*) Corresponding Author

Abstract


Background: Excessive waiting time for prescription services at the pharmacy can negatively impact a hospital's reputation. Exceeding the minimum service standard for prescription service waiting time may indicate bottlenecks in the process, leading to inefficient service delivery.

Objectives: This research aimed to determine the average waiting time for the prescription services for social health insurance patients and identify external and internal factors that prolong the prescription process.

Methods: The research employed a mixed-method approach using an explanatory sequential design. Quantitative data was collected by measuring prescription waiting times from the submission of the prescription sheet by the patient to dispensing medicine to the patients. Qualitative data was gathered through in-depth interviews.

Results: The results of the analysis of 100 prescriptions (38 compound and 62 non-compound) showed that the average waiting time for compound prescriptions was 50.42 minutes and 41.03 minutes for non-compound prescriptions. The longest stage in compound and non-compound prescription processes was prescription review, averaging 19 minutes from all outpatient clinic prescriptions sampels. Results of in-depth interviews revealed that incomplete prescription information by doctors, the total number of medicine items, distraction from patients, inadequate staff skills, and a shortage of prescription pharmacists contributed to delays in prescription services.

Conclusion: Duration of prescription services for social health insurance that exceeded the standard time was observed in non-compound prescriptions, with bottlenecks occurring during the prescription review. Therefore, pharmacy management should evaluate and improve prescription services to enhance the efficiency of service time.


Keywords


Hospital-Pharmacy; Prescription Services; Waiting Time

Full Text:

PDF


References

  1. Mayasari F. Analisis Hubungan Waktu Pelayanan dan Faktor Total Quality Service Terhadap Kepuasan Pasien di Poliklinik Kebidanan dan Kandungan RSIA Anugerah Medical Centre Kota Metro Tahun 2015. J Adm Rumah Sakit Indones. 2016;2(3):214-230. doi:10.7454/arsi.v2i3.2203
  2. Supartiningsih S. Kualitas Pelayanan an Kepuasan Pasien Rumah Sakit: Kasus Pada Pasien Rawat Jalan. In: Jurnal Medicoeticolegal Dan Manajemen Rumah Sakit. Vol 6. ; 2017:9-15. doi:10.18196/jmmr.6122
  3. Nofriadi N, Delima M, Sara Y. Hubungan Lama Waktu Tunggu Pelayanan Dengan Kepuasan Pasien Poli Penyakit Dalam RSUD Painan. Pros Semin Kesehat Perintis Padang. 2019;2(1):67-72. https://jurnal.stikesperintis.ac.id/index.php/PSKP/article/view/376
  4. Sulistiyoningrum A, Sriatmi A, Arso SP. Determinants of the Quality of Pharmacy Services in Hospital During Pandemic Covid-19. Dentino J Kedokt Gigi. 2022;7(1):107. doi:10.20527/dentino.v7i1.13113
  5. Xie Z, Or C. Associations between waiting times, service times, and patient satisfaction in an endocrinology outpatient department: A time study and questionnaire survey. Inq J Heal Care Organ Provision, Financ. 2017;54:1-10. doi:10.1177/0046958017739527
  6. Kautsar AP, Nurhayati NR, Gozali D. Effect of prescription waiting time on patient satisfaction mediated by service quality of pharmacy unit in public hospital in Bandung city. Natl J Physiol Pharm Pharmacol. 2017;7(11):1230-1234. doi:10.5455/njppp.2017.7.0621219072017
  7. Silitonga TM. Faktor-Faktor yang Berpengaruh Terhadap Lama Waktu Tunggu Rawat Jalan di Rumah Sakit Santa Elisabeth Batam Tahun 2016. J Adm Rumah Sakit Indones. 2018;4(2):161-172. doi:10.7454/arsi.v4i2.2568
  8. Keputusan Menteri Kesehatan Republik Indonesia Nomor 129/Menkes/SK/II/2008 Tentang Standar Pelayanan Minimal Rumah Sakit.; 2008.
  9. Petunjuk Teknis Standar Pelayanan Kefarmasian Di Rumah Sakit. Kementerian Kesehatan Republik Indonesia; 2019.
  10. Margiluruswati P, Irmawati LI. Analisis Ketepatan Waktu Tunggu Pelayanan Resep Pasien JKN dengan Standar Pelayanan Minimal Rumah Sakit 2017 (Studi di UPF Rawat Jalan RSUD Bhakti Dharma Husada). J Manaj Kesehat Yayasan RSDr Soetomo. 2017;3(1):115-126. doi:10.29241/jmk.v3i1.84
  11. Suryana D. Upaya Menurunkan Waktu Tunggu Obat Pasien Rawat Jalan dengan Analisis Lean Hospital di Instalasi Farmasi Rawat Jalan RS Atma Jaya. J ARSI. 2018;4(2):14. doi:10.7454/arsi.v4i2.2553
  12. Alodan A, Alalshaikh G, Alqasabi H, Alomran S, Abdelhadi A, Alkhayyal B. Studying the Efficiency of Waiting Time in Outpatient Pharmacy. MethodsX. 2020;7:100913. doi:10.1016/j.mex.2020.100913
  13. Shabrina Junjungsari F, Pawelas Arso S, Fatmasari Y. Analisis Waktu Tunggu Pada Pelayanan Unit Laboratorium Rumah Sakit Ibu Dan Anak Swasta X Kota Jakarta. J Kesehat Masy. 2019;7(1):2356-3346. doi:10.14710/jkm.v7i1.22846
  14. Sari EDM, Wahyuni KI, Anindita PP. Evaluasi Waktu Tunggu Pelayanan Resep Pasien Rawat Jalan di Rumah Sakit Anwar Medika. J Pharm Sci Technol. 2020;2(1):68-79. doi:10.30649/pst.v2i1.100
  15. Karuniawati H, Hapsari IG, Arum M, Aurora AT, Wahyono NA. Evaluasi Pelaksanan Standar Pelayanan Minimal (SPM) Farmasi Kategori Lama Waktu Tunggu Pelayanan Resep Pasien Rawat Jalan Di Rsud Kota Salatiga. Kartika J Ilm Farm. 2016;4(1):20-25. doi:10.26874/kjif.v4i1.53
  16. Nurjanah I, Maramis FRR, Engkeng S. Hubungan Antara Waktu Tunggu Pelayanan Resep Dengan Kepuasan Pasien Di Apotek Pelengkap Kimia Farma BLU Prof. Dr. R.D. Kandou Manado. J Ilm Farm. 2016;5(1):362-370. doi:10.35799/pha.5.2016.11379
  17. Sujoko A, Chalidyanto D. Analisis Antrian Pelayanan Obat Non Racikan di Instalasi Farmasi Rawat Jalan. J Adm Kesehat Indones Vol. 2015;3(2):1-15. doi:10.20473/jaki.v3i2.2015.99-107
  18. Miftahudin. Analisis Waktu Tunggu Pelayanan Resep Rawat Jalan Di Instalasi Farmasi Rumah Sakit Umum Universitas Kristen Indonesia Jakarta Tahun 2016. Inform Kedokt J Ilm. 2019;2(1):16-26. doi:10.35760/medif.2019.v2i1.2293
  19. Puspita MM, Ulfa AM, P RC. Waktu tunggu pelayanan resep BPJS rawat jalan di Instalasi Farmasi RSIA Anugrah Medical Center Metro. J Farm Malahayati. 2018;1(2):88-95. doi:10.33024/jfm.v1i2.1241
  20. Fitriah N, Ika Faramita N, Wiyanto S. Penyebab dan Solusi Lama Waktu Tunggu Pelayanan Obat di Instalasi Farmasi Rawat Jalan Rumah Sakit. J Kedokt Brawijaya. 2016;29(3):245-251. doi:10.21776/ub.jkb.2016.029.03.2
  21. Herjunianto, Wardhani V, Prihastuty J. Factors Affecting Pharmaceutical Service Coverage in Hospital ’ s Outpatient Units. J Kedokt Brawijaya. 2014;28(1):8-14. doi:10.21776/ub.jkb.2014.028.01.15
  22. Yuliana D, Bayani F, Bimmaharyanto DE, et al. Evaluasi Waktu Tunggu Pelayanan Resep Obat Racikan dan Non Racikan pada Pasien Rawat Jalan di Apotek. Biosci J Ilm Biol. 2021;9(2):659. doi:10.33394/bioscientist.v9i2.4950
  23. Peraturan Menteri Kesehatan Republik Indonesia Nomor 72 Tahun 2016 Tentang Standar Pelayanan Kefarmasian Di Rumah Sakit.
  24. Septiana R, Khusna K, Palupi A. Pengkajian Administrasi Dan Farmasetis Resep Anak di Apotek G Madiun. Pharmed J Pharm Sci Med Res. 2021;4(1):32. doi:10.25273/pharmed.v4i1.8373
  25. Puspita VI, Haksama S. Identifikasi Reources Constrains pada Kinerja Pelayanan dengan Pendekatan Theory of Constraint di Instalasi Rawat Inap RSU Haji Surabaya. Suparyanto dan Rosad (2015. 2019;2(14):221-231. doi:10.20473/ijph.vl14il.2019.221-231
  26. Hansen, Mowen. Managerial Accounting. Vol 25. 8th ed. Thomson Higher Education; 2010. doi:10.2308/iace.2010.25.4.792
  27. Yani F, Maraiyuna S, Vonna A. Evaluasi Waktu Tunggu Setelah Redesign dan Penerapan Lean Pharmacy Pada Pelayanan Farmasi Rawat Jalan. J Med Sci. 2022;3(1):19-30. doi:10.55572/jms.v3i1.61
  28. Indrasari F, Wulandari R, Anjayanti DN. Peran Resep Elektronik dalam Meningkatkan Medication Safety pada Proses Peresepan di RSI Sultan Agung Semarang. J Farm Dan Ilmu Kefarmasian Indones. 2021;7(1SI):1. doi:10.20473/jfiki.v7i1si2020.1-6
  29. Sari RPP, Setianto B, Dhamanti I. Identifikasi Terhadap Insiden Ketidak lengkapan Penulisan Resep dengan Menggunakan Pendekatan Failure Mode and Effect Analysis (FMEA) di Rumah Sakit Islam Surabaya Ahmad Yani. Media Gizi Kesmas. 2022;11(1):24-33. doi:10.20473/mgk.v11i1.2022.24-33
  30. Siahaan S. Gambaran Situasi Kerasionalan Penggunaan Obat di Indonesia. Soc Clin Pharm Indones J. 2018;3(2):248-253. doi:10.52447/scpij.v3i2.1148
  31. Kristiyowati AD. Rasionalitas Penggunaan Obat Ditinjau Dari Indikator Peresepan World Health Organization (WHO) di Rumah Sakit IMC Periode Januari - Maret 2019. In: Prosiding Senantias. Vol 1. ; 2020:277-286. http://openjournal.unpam.ac.id/index.php/Senan/article/view/8205
  32. Diana K, Kumala A, Nurlin N, Tandah MR. Evaluasi Penggunaan Obat Berdasarkan Indikator Peresepan dan Pelayanan Pasien di Rumah Sakit Tora Belo. J Farm Dan Ilmu Kefarmasian Indones. 2020;7(1SI (Special Issue)):13. doi:10.20473/jfiki.v7i1SI2020.13-19
  33. Alam DR, Girsang E, R. Nasution SL. Identification of Influence Factors on Waiting Time of Prescription Services for Outpatient. In: Proceedings Ofthe International Conference on Health Informatics, Medical, Biological Engineering, and Pharmaceutical (HIMBEP 2020). ; 2021:23-29. doi:10.5220/0010286300230029
  34. Runggandini SA, Indrawati L, Suratmi T. Waktu Tunggu Pelayanan Obat Jadi di Instalasi Farmasi Unit Rawat Jalan (Studi Kasus di RS X Bekasi Tahun 2020). J Manaj dan Adm Rumah Sakit Indones. 2021;5(2):194-206. doi:10.52643/marsi.v5i2.1777
  35. Fahrurazi FE, Ibrahim NH, Mafauzy NM, Wan Ismail WNA, Mohamed Rusli SS. Factors affecting waiting time in Outpatient Pharmacy at Hospital Raja Perempuan Zainab II (HRPZ II). J Pharm. 2022;2(1):1-7. doi:10.31436/jop.v2i1.105
  36. Arini HD, Y AN, Suwastini A, Tinggi S, Mahaganesha F. Waktu Tunggu Pelayanan Resep Di Depo Farmasi Rumah Sakit X. Lomb J Sci. 2020;2(2):40-46. https://e-journal.unizar.ac.id/index.php/mathscience/article/view/271
  37. Harrison R, Walton M, Healy J, Smith-Merry J, Hobbs C. Patient complaints about hospital services: Applying a complaint taxonomy to analyse and respond to complaints. Int J Qual Heal Care. 2016;28(2):240-245. doi:10.1093/intqhc/mzw003



DOI: https://doi.org/10.22146/jmpf.83619

Article Metrics

Abstract views : 896 | views : 113

Refbacks

  • There are currently no refbacks.


Copyright (c) 2024 JURNAL MANAJEMEN DAN PELAYANAN FARMASI (Journal of Management and Pharmacy Practice)

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

©Jurnal Manajemen dan Pelayanan Farmasi
Faculty of Pharmacy
Universitas Gadjah Mada
Creative Commons License
View My Stats