Facilities and Employee Competence on Patient Waiting Time through Quality of Service at the Outpatient Installation

Abstract

The quality of health services is the level of health service opportunities, which on the one hand, can cause satisfaction in each patient by the satisfaction of the average population, and on the other hand, the procedures for its implementation by established standards and codes of ethics. Services in the health field will always be needed by the community and will always develop in a better direction. One of the areas of service that is the community need is health. The more advanced the renewal in the field of technology, the more services in the field of health also progress in modern facilities and infrastructure and become more accurate. This research aims to analyze the influence of facilities and employee competencies on patient waiting for lengths through the quality of service at the Outpatient Installation of K.H. Hayyung Hospital, Selayar Islands Regency. The research was designed in the form of survey research. The population in this study were all patients treated at K.H. Hayyung Hospital, Selayar Islands Regency, in 2018. The sample determination was carried out using an accidental sampling technique, with a total sample of 110 respondents from patients treated at the Selayar Islands KH Hayyung Hospital. There are seven hypotheses proposed in this study, and all hypotheses were accepted. The total effect of the facility (X1) on the patient's waiting time (Y2) is the sum of the direct influence plus indirect influence of 0.775. The total influence of employee competence (X2) on patient waiting time (Y2) is the number of direct and indirect influences, 0.781. The total effect of service quality (Y1) on patient waiting time (Y2) is 0.381.