The Factor Analysis of Waiting Time for Out Patient Services: Literature Review

Abstract

Background: Outpatient services are one of the largest patient contributing units and are the leading image of hospitals in the health service system so they must be managed with good service quality management. The queuing system in hospitals is a problem that still occurs. This is because the patient's waiting time from registering to the examination room is longer than the service received. Objective: To determine the improvement in outpatient services by improving waiting times as a form of excellent service provided by the Hospital. Factors that influence the waiting time for outpatient services are administrative services, skilled human resources and infrastructure that supports services. Method: There were 20 journals used in the literature review. Journal searches were carried out through three databases, namely EBSCO, ProQuest, and Google Scholar. Results: Based on existing cases and journal collection, factor analysis of waiting time for outpatient services shows varying data. Conclusion: Registration administration process factors, human resources and infrastructure are factors that are related to the length of patient waiting time in the outpatient unit.