The Effect of Competence, Doctor Consultation Time and Facility Availability on Patient Complaints at the Emergency Ed at Permata Hospital, Depok

Dewi Rosenni Sijabat, Rian Andriani, Achmad Dheni Suwardhani

Abstract


Emergency Department (ED) services are crucial as they directly impact patient survival. A decline in ED visits at Permata Depok Hospital in 2024 and early 2025 has raised concerns, particularly related to patient complaints shared via social media. This study aims to analyse the influence of healthcare workers’ competence, doctor consultation time, and facility availability on patient complaints in the hospital’s ED. This is a quantitative study with a cross-sectional design, involving 93 respondents selected using the Slovin formula from a population of 1,180 patients. Data were collected through a Likert-scale questionnaire and analysed using chi-square tests and logistic regression. The results show that all three variables significantly affect patient complaints (p-value < 0.05), with facility availability especially basic sanitation like soap, tissue, and clean water emerging as the most dominant factor. Managerial implications include the need to prioritize supporting facilities, implement SOPs and regular sanitation audits, adopt rapid reporting systems using QR codes, and make data-driven decisions through satisfaction surveys and WASH-FIT audits. Future research is recommended to expand variables, apply mixed-methods approaches, conduct inter-hospital comparisons, and monitor intervention outcomes.

Keywords


Competence; Doctor Consultation Time; Facility Availability; Patient Complaints; Emergency Department; Hospital Service Quality.

Full Text:

PDF

References


Aisah Nurhasanah. (2024a, August). Definisi Kualitas Pelayanan Menurut Parasuraman. Https://Redasamudera.Id/Definisi-Kualitas-Pelayanan- Menurut-Parasuraman/.

Aisah Nurhasanah. (2024b, August 29). Definisi Kualitas Pelayanan Menurut Parasuraman. Https://Redasamudera.Id/Definisi-Kualitas-Pelayanan- Menurut-Parasuraman/.

Anderson, J. S., Burke, R. C., Augusto, K. D., Beagan, B. M., Rodrigues-Belong,

M. L., Frazer, L. S., Stack, C., Shukla, A., & Pope, J. V. (2020). The Effect of a Rapid Assessment Zone on Emergency Department Operations and Throughput. Annals of Emergency Medicine, 75(2), 236–245. https://doi.org/10.1016/j.annemergmed.2019.07.047

Anisia Ayunda Putri, Arie Wahyudi, & Gema Asiani. (2024). ANALISIS KEPUASAAN PASIEN TERHADAP PELAYANAN DI INSTALASI GAWAT DARURAT (IGD) RSUD SITI FATIMAH

PALEMBANG. Jurnal Ilmu Kedokteran Dan Kesehatan, 11(12), 2296–2306.

Ari Ruliati, R., Budi Satoto, E., & Sanosra, A. (2023). Pengaruh Fasilitas Rumah Sakit Dan Harga Pelayanan Terhadap Word Of Mouth Melalui Kepuasan Pasien. RELASI : JURNAL EKONOMI, 19(2), 396–410.

https://doi.org/10.31967/relasi.v19i2.861

Bouzid, M., Cumming, O., & Hunter, P. R. (2018). What is the impact of water sanitation and hygiene in healthcare facilities on care seeking behaviour and patient satisfaction? A systematic review of the evidence from low-income and middle-income countries. BMJ Global Health, 3(3), e000648. https://doi.org/10.1136/bmjgh-2017-000648

CMS HCAHPS. (2025, June 3). HCAHPS: Patients’ Perspectives of Care Survey.

Https://Www.Cms.Gov/Medicare/Quality/Initiatives/Hospital-Quality- Initiative/Hcahps-Patients-Perspectives-Care- Survey?Utm_source=chatgpt.Com.

Deli, H., Hasanah, O., Novayelinda, R., & Purwanti, E. (2020). ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI LENGTH OF STAY (LOS) PASIEN ANAK DI INSTALASI GAWAT DARURAT (IGD). LINK, 16(1),

–65. https://doi.org/10.31983/link.v16i1.5719

Dion. (2024, February 22). Simple Random Sampling Adalah: Penjelasan, Jenis, Contoh. Https://Course-Net.Com/Blog/Simple-Random-Sampling-Adalah- Penjelasan-Jenis- Contoh/#:~:Text=Arti%20Simple%20Random%20Sampling%20adalah%20 metode%20pengambilan%20sampel,Yang%20sama%20untuk%20dipilih%2 0menjadi%20bagian%20dari%20sampel.

Eliawati, & Permanasari. (2020). Analisis Faktor-Faktor Yang Berhubungan Dengan Lamanya W aktu Tunggu Rawat Inap (Boarding Time) Di Ugd Rs Awal Bros Pekanbaru Tahun 2018. Journal of Hospital Administration and Management, 1(1), 14–24.

Fadhilah, F. R., & Dhamanti, I. (2024a). Literature review: analisis faktor yang mempengaruhi length of stay pada pasien IGD di Rumah Sakit. Journal of Public Health Innovation, 4(02), 263–271. https://doi.org/10.34305/jphi.v4i02.1138

Fadhilah, F. R., & Dhamanti, I. (2024b). Literature review: analisis faktor yang mempengaruhi length of stay pada pasien IGD di Rumah Sakit. Journal of Public Health Innovation, 4(02), 263–271. https://doi.org/10.34305/jphi.v4i02.1138

Ferreira, D. C., Vieira, I., Pedro, M. I., Caldas, P., & Varela, M. (2023). Patient Satisfaction with Healthcare Services and the Techniques Used for its Assessment: A Systematic Literature Review and a Bibliometric Analysis. Healthcare, 11(5), 639. https://doi.org/10.3390/healthcare11050639

Fitzpatrick, R. (2019). Patient Satisfaction in Emergency Care. Journal of Healthcare Management, 64(3), 105–113.

Fitzpatrick, R. (2020). Improving Emergency Department Quality: The Role of Staff Competence. Journal of Healthcare Management, 65(4), 210–218.

Floria Veramaya Imlabla, Nabila Payapo, Nelma Liklikwatil, & Paramita Kurnia Wiguna. (2024). Pentingnya Ketepatan Penanganan Komplain dalam Mempertahankan Kepuasan Pelanggan. Journal of Language and Health, 5(3), 1201–1210.

Gamal Thabroni. (2022, April 27). Metode Penelitian Deskriptif: Pengertian, Langkah & Macam. Https://Serupa.Id/Metode-Penelitian-Deskriptif/.

Giardina, T. D., Korukonda, S., Shahid, U., Vaghani, V., Upadhyay, D. K., Burke,

G. F., & Singh, H. (2021). Use of patient complaints to identify diagnosis- related safety concerns: a mixed-method evaluation. BMJ Quality & Safety, 30(12), 996–1001. https://doi.org/10.1136/bmjqs-2020-011593

Gong, X., Hou, M., Guo, R., & Feng, X. L. (2022). Investigating the relationship between consultation length and quality of tele-dermatology E-consults in China: a cross-sectional standardized patient study. BMC Health Services Research, 22(1), 1187. https://doi.org/10.1186/s12913-022-08566-2

Graf, A., Koh, C. H., Caldwell, G., Grieve, J., Tan, M., Hassan, J., Bakaya, K., Marcus, H. J., & Baldeweg, S. E. (2022). Quality in Clinical Consultations: A Cross-Sectional Study. Clinics and Practice, 12(4), 545–556. https://doi.org/10.3390/clinpract12040058

Greenhalgh, T. (2022). The Role of Digital Registration Systems in Emergency Departments. Digital Health Journal, 7(3), 201–214.

Hellena Deli, Oswati Hasanah, Riri Novayelinda, & Enni Purwanti. (2020). ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI LENGTH OF STAY (LOS) PASIEN ANAK DI INSTALASI GAWAT DARURAT (IGD). Jurnal LINK, 16(1), 60–65.

IBM. (2025, January 15). Logistic Regression Variable Selection Methods.

Https://Www.Ibm.Com/Docs/En/Spss-Statistics/30.0.0?Topic=regression- Logistic-Variable-Selection-Methods&form=MG0AV3.

Indonesia, P. P. (2023). Undang-undang (UU) Nomor 17 Tahun 2023.

Https://Peraturan.Bpk.Go.Id/Details/258028/Uu-No-17-Tahun-2023.

Irene Waine, Andreasta Meliala, & Valentina Dwi Yuli Siswianti. (2020). PENANGANAN KOMPLAIN DI RUMAHSAKIT. JURNAL MANAJEMENPELAYANANKESEHATAN, 23(4), 127–132.

Jalil, A., Zakar, R., Zakar, M. Z., & Fischer, F. (2017). Patient satisfaction with doctor-patient interactions: a mixed methods study among diabetes mellitus patients in Pakistan. BMC Health Services Research, 17(1), 155. https://doi.org/10.1186/s12913-017-2094-6

Kemenkes RI. (2018a). PERATURAN MENTERI KESEHATAN REPUBLIK INDONESIA NOMOR 47 TAHUN 2018 TENTANG PELAYANAN

KEGAWATDARURATAN (Patent 47). Kemenkes RI.

Kemenkes RI. (2018b). Sistem Penanggulangan Gawat Darurat Terpadu (SPGDT)

(Patent Peraturan Menteri Kesehatan Nomor 47 Tahun 2018). Kemenkes RI.

Kemenkes RI. (2024). PEDOMAN TEKNIS SISTEM PENANGGULANGAN GAWAT DARURAT TERPADU (Patent NOMOR HK.01.07/MENKES/1588/2024).

Kpodzro, S., Cronk, R., Lineberger, H., Lansing, L., & Anderson, D. M. (2024). Implementation and adaptation of WASH FIT in healthcare facilities: A systematic scoping review. https://doi.org/10.1101/2024.08.15.24312073

Latuihamallo, J. A., Umaternate, L. R., & Kumaat, A. (2023). Pengaruh Kompetensi Perawat Terhadap Kepuasan Pasien di Instalasi Gawat Darurat RSUD Wamena. Jasmien: Jurnal Pengabdian Masyarakat, 4(2), 180–187.

Leow, H. T., & Liew, S. M. (2022). A cross sectional study on patient satisfaction and its association with length of consultation at the University Malaya Medical Centre Primary Care Clinic. Malaysian Family Physician, 17(2), 71–

https://doi.org/10.51866/oa1339

Lidiana, E. H., Pratiwi, A., & Sugiharto. (2024). Emergency Service Response Time Performance Analysis in the Hospitals with Level Two Health Facilities: Comparative Study. Jurnal Berita Ilmu Keperawatan, 17(2), 117–124. https://doi.org/10.23917/bik.v17i2.4711

Lucy Lamble. (2015). Lack of safe water, sanitation and soap ‘an embarrassment’, says WHO. Https://Www.Theguardian.Com/Global- Development/2015/Mar/17/Lack-Safe-Water-Sanitation-Soap- Embarrassment-Who-Priority?Utm_source=chatgpt.Com.

Marlina, N. (2020). Hubungan Kompetensi Perawat dengan Kinerja Perawat di IGD RSUD Sumenep. Nursing Journal of Wira Medika, 10(1), 25–32.

Multi Karani, & Kris Linggardini. (2020). HUBUNGAN PELAYANAN, WAKTU TUNGGU, DAN FASILITAS DENGAN KEPUASAN PASIEN DI BALAI PENGOBATAN PUSKESMAS KEMBARAN 1 . Jurnal Kesehatan, 13(1), 45–52.

Noor Alya, & Wahyuddin Latunreng. (2021). Analisis Pengaruh Kompetensi dan Kedisiplinan Tenaga Kesehatan terhadap Kepuasan Pasien Rawat Inap Puskesmas Jasinga Kabupaten Bogor Jawa Barat. Jurnal Ilmiah Ilmu Administrasi, 4(1), 70–84.

Nursalam. (2021). Manajemen Keperawatan: Aplikasi dalam Praktik Keperawatan Profesional Edisi ke-5 (5th ed.). Salemba Empat.

Nyayu febriani, Erliany Syaodih, & Bambang Sukijie. (2024). Pengaruh Mutu Pelayanan Dan Fasilitas Terhadap Jumlah Kunjungan Pasien Rumah Sakit Umum “K” Bandung. Jurnal Ilmiah Wahana Pendidikan, 10(17), 616–627.

Olawole, M. O. (2021). An empirical study of commuters’ satisfactions with taxi service quality in Abeokuta, Nigeria. Transportation Research Interdisciplinary Perspectives, 11, 100434.

https://doi.org/10.1016/j.trip.2021.100434

Parahita, A. M. (2024). Analisis response time terhadap kepuasan pasien pada Instalasi Gawat Darurat. Jurnal Kesehatan Tambusai, 5(2), 4709–4716.

Pratama, D., & Wulandari, E. (2023). Pengaruh Ketersediaan Fasilitas terhadap Tingkat Kepuasan Pasien di Rumah Sakit. Jurnal Manajemen Pelayanan Kesehatan, 14(2), 120–130.

Purwandari, R., Daniel, D., & Hafidz, F. (2024). Analysis of water, sanitation, and hygiene facilities using the WASH-FIT approach and its relation to patient satisfaction and maternal mortality at hospitals in Indonesia. Frontiers in Public Health, 12. https://doi.org/10.3389/fpubh.2024.1322470

Putri, Y., Susanti, D., & Wahyuni, S. (2021). Analisis Keluhan Pasien IGD dan Strategi Peningkatan Kualitas Layanan. Jurnal Administrasi Rumah Sakit, 13(2), 87–98.

Rahmania Azwarini. (2023, September 8). Uji Validitas (Tutorial SPSS).

Https://Exsight.Id/Blog/2023/09/08/Uji-Validitas-Tutorial-Spss.

Rochana, N., & Djogotuga, N. N. (2020). Kepuasan Pasien Stagnan di Instalasi Gawat Darurat (IGD) di Kupang. Holistic Nursing and Health Science, 3(2), 12–20. https://doi.org/10.14710/hnhs.3.2.2020.12-20

Rosenfield, M. (2021). Impact of Medical Equipment Availability on Emergency Department Performance. Emergency Medicine Journal, 38(2), 123–130.

Rusmanwadi, Fatmawati, Yola Febrianti, Windu Reswari, & Sumirah. (2025). WAITING TIME PASIEN IGD DAN FAKTOR DETERMINAN. Jurnal

Keperawatan, 17(1), 49–56.

Sari, M., & Purnamasari, D. (2022). Analisis Faktor Penyebab Keluhan Pasien di IGD. Jurnal Administrasi Rumah Sakit, 9(1), 15–24.

Sari, N. (2023). Competence of Emergency Health Workers in Reducing Patient Waiting Time. International Journal of Emergency Medical Services.

Sherina, Sri Nuringwahyu, & Dadang Krisdianto. (2022). PENGARUH KUALITAS PELAYANAN DAN FASILITAS TERHADAP KEPUASAN PASIEN. JIAGABI, 11(2), 27–38.

Suhartina, S., Ginting, T., Suyono, T., & Sipayung, W. A. (2022). PENGARUH KOMPETENSI DAN KUALITAS PETUGAS KESEHATAN TERHADAP KEPUASAN PASIEN RAWAT JALAN DI PUSKESMAS SEI AGUL

MEDAN. Jurnal Kesmas Prima Indonesia, 2(2), 86–97. https://doi.org/10.34012/jkpi.v2i2.1391

Supriyadi, H., & Rahmadani, R. (2022). Hubungan Waktu Pelayanan dengan Keluhan Pasien IGD. Jurnal Pelayanan Kesehatan Indonesia, 11(1), 45–50.

Sutrisno, T., & Yulia, A. (2022). Communication in Emergency Specialist Consultations: Challenges and Solutions. Jurnal Administrasi Kesehatan, 14(3), 117–125.

Tamasoleng, E. Y., Muharni, S., & Wardhani, U. C. (2023). Faktor- Faktor Yang Berhubungan Dengan Length Of Stay Pasien Di Instalasi Gawat

Darurat Rumah Sakit X Batam. SAINTEKES: Jurnal Sains, Teknologi Dan Kesehatan, 2(2), 95–102.

Thijssen, W. A. (2019). The Impact of Emergency Specialist Consultation Timing on Patient Outcomes. Emergency Medicine Journal, 36(4), 245–252.

Thijssen, W. A. (2020). Bed Availability in Emergency Departments and its Effects on Patient Outcomes. Journal of Health Management, 45(4), 281–290.

Utami, S., & Nugroho, A. (2021). Pengaruh Kompetensi Nakes terhadap Kepuasan Pasien. Jurnal Kesehatan Masyarakat Indonesia, 12(3), 210–218.

Viktoria Jelita, Rafael Octavianus Byre, & Maria Helena C. (2024). Pengaruh Kualitas Pelayanan, Kompetensi Tenaga Medis dan Kelengkapan Fasilitas Terhadap Kepuasan Pasien Puskesmas. SJMB: Scientific Journal of Management and Business, 4(2), 104–113.

Wang, W., Liu, X., Shen, X., Zhang, J., Zhang, F., Liao, L., He, X., & Liu, Y. (2024). Emergency patients’ satisfaction with humanistic caring and its associated factors in Chinese hospitals: a multi-center cross-sectional study. Frontiers in Public Health, 12. https://doi.org/10.3389/fpubh.2024.1414032

Wilis Fahlefi, W., Suliantoro, S., & Ayu Cahyani, N. (2024). Pengaruh pelayanan dan fasilitas terhadap kepuasan pasien rawat jalan di Rumah Sakit Nur Hidayah Bantul D.I Yogyakarta. Jurnal Bisnis Manajemen Dan Akuntansi, 11(1), 59–68.

Wofford, M. M., Wofford, J. L., Bothra, J., Kendrick, S. B., Smith, A., & Lichstein,

P. R. (2004). Patient Complaints about Physician Behaviors: A Qualitative Study. Academic Medicine, 79(2), 134–138. https://doi.org/10.1097/00001888-200402000-00008

Yashmine. (2023, July 16). Uji Reliabilitas Data dengan Menggunakan SPSS. Https://Tambahpinter.Com/Uji-Reliabilitas/.

Yulfa Astarini. (2023). Pengaruh Promosi, Kualitas Pelayanan dan Harga Terhadap Loyalitas Pasien dengan Kepuasan Pasien Sebagai Mediasi. UMB.

Yuliani, A. (2023). Patient and Family Satisfaction with Emergency Waiting Areas: A Multi-Hospital Study. Jurnal Administrasi Kesehatan Indonesia, 14(1), 25– 33.

Yusra, M. (2021). Sanitation in Emergency Departments and its Effect on Patient Satisfaction. Jurnal Kesehatan Lingkungan Indonesia, 13(2), 45–51.




DOI: http://dx.doi.org/10.58258/rehat.v6i2.9925

Refbacks

  • There are currently no refbacks.


Creative Commons License
Research of Service Administration Health and Sains Healthys (P-ISSN: 2830-474; E-ISSN: 2830-4772) is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

Jurnal ini diterbitkan oleh Lembaga Penelitian dan Pendidikan (LPP) Mandala.

Alamat: Jl. Lingkar Selatan, Perum Elit kota Mataram Asri Blok O. No. 35, Jempong Baru, Sekarbela, Kota Mataram NTB. Indonesia