Patient Satisfaction Level with Outpatient Service Waiting Time

Abstract

Patient satisfaction is an important indicator of healthcare service quality, as patients evaluate the extent to which services meet their needs based on their experiences. This study aims to assess patient satisfaction regarding outpatient waiting times at Faga Husada Hospital in 2025. The research employed a descriptive quantitative approach with a cross-sectional design, collecting data through questionnaires and observations. The results showed that 58.0% of patients received services in less than 60 minutes, while 42.0% had to wait longer than the ideal time, indicating a need to improve service efficiency. Analysis across five service quality dimensions revealed that in the Tangible dimension, patients were satisfied with facility cleanliness and comfort (80%). The Reliability dimension achieved 78% satisfaction, though timeliness requires improvement. Responsiveness scored 75%, indicating the need for better staff responsiveness. Assurance reached 79%, reflecting patients' sense of security, while Empathy scored 80%, emphasizing staff friendliness and attentiveness. Overall, patient satisfaction was categorized as satisfied; however, improvements in Responsiveness and Reliability are necessary to optimize service quality and ensure patient comfort. The study concludes that while patients are generally satisfied, enhancements in waiting time management and staff responsiveness remain important.