Evaluation of Outpatient Queue Management System at Rasyida Specialized Kidney Hospital

Abstract

An efficient and systematic outpatient queue system plays a critical role in ensuring patient satisfaction and service quality in hospitals. The Indonesian Ministry of Health recommends that outpatient waiting times should not exceed 60 minutes, from registration to completion of consultation. Hospitals must therefore continuously monitor and improve their queue management systems to meet this standard and enhance patient experience. This study aimed to evaluate the outpatient queue system at Rasyida Specialized Kidney Hospital. A qualitative research approach was used, incorporating data triangulation through observations, in-depth interviews, and document analysis. Of 81 outpatient visits analyzed, only 2 patients (2.5%) experienced waiting times of ≤ 60 minutes, while the remaining 79 patients (97.5%) exceeded this standard. Factors contributing to prolonged waiting times included limited human resources, physician schedule inconsistencies, patient behavior, and infrastructure constraints. Overall, outpatient services at Rasyida Specialized Kidney Hospital currently do not meet the national outpatient waiting time standard of ≤ 60 minutes.