Factors Contributing To The Delay In The Return Of Outpatient Medical Record Files At The Public Health Center Lakologou

Abstract

Medical records are essential documents that serve as a source of information regarding patient identity, medical history, examinations, and treatment. One common problem is the delay in returning medical record files from service units to the medical record unit. This condition can affect service quality, prolong patient waiting time, hinder reporting processes, and increase the risk of document loss. This study aims to identify the factors causing delays in the return of outpatient medical records at Lakologou Community Health Center in 2025. This research employed a qualitative method with a descriptive approach. Data were collected through observation and interviews with the head of the medical record unit, medical record officers, and polyclinic staff. The results revealed that delays were influenced by five main factors: (1) Man, including staff knowledge, discipline, and responsibility; (2) Method, related to the return procedure and implementation of SOPs; (3) Materials, such as the physical condition of files that are often misplaced; (4) Machines, involving network problems and limited computer facilities; and (5) Money, referring to limited budget for facilities and staff incentives. Based on observations conducted from April to June 2025, 55 files (55.55%) out of 99 outpatient medical records were found to be returned late. Such delays significantly impact both patient service and administrative processes at the health center. Therefore, improvement efforts are required through enhancing staff discipline, optimizing SOP implementation, upgrading facilities, and providing adequate budget support to ensure timely return of medical record files. In conclusion, delays in returning outpatient medical records at Lakologou Health Center are primarily caused by human factors.