Response time, waiting time and service quality in emergency department

Hidayat, Nur; Ahsan, Ahsan; Rahayu, Mintarti; Lestari, Retno

doi:10.11591/ijphs.v9i3.20435

Cited by 6 publications

(5 citation statements)

References 29 publications

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“…It is related to the later low confidence in the timeliness of receipt of laboratory results through Android. In Indonesia, the turnaround time especially in an emergency situation has been evaluated as the most important factor affecting the service quality in a public hospital (Hidayat et al, 2020). In the case of laboratory examination, the turnaround time is crucial in building customer satisfaction, from the specimen collection to getting the results (Abera et al, 2017; Teresa & Bekele, 2016).…”

Section: Discussionmentioning

confidence: 99%

The Level of Internal Customer Satisfaction with the Android-based Laboratory Result Application in an Indonesian Tertiary Hospital

Liana,

Patricia,

Shofiarani

et al. 2024

Journal of Health Management

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To perform its function of providing health services, the clinical laboratory faces several challenges, especially in the speediness and accuracy of result delivery. Some issues frequently arise during the execution. An approach to overcoming obstacles and improving service quality is to use online applications delivered via the Android system to distribute the laboratory results. This study assessed internal customer satisfaction with the use of this online application. This study employs a quantitative approach with a cross-sectional approach. The customer was given a questionnaire with 15 questions covering five aspects of service quality (tangibility, reliability, responsiveness, assurance and empathy). The questionnaire’s validity and reliability were evaluated, and the Cartesian diagram analysis was used to determine the service improvement strategy. The empathy dimension has the highest satisfaction figure, with an average of 95.39%, while the assurance dimension has the lowest, with an average of 84.62%. The majority of the quality subdimensions are found in quadrants II and III of the Cartesian diagram (five parameters each). Most subdimension quality is found in quadrant II, with as many as five subdimension quality, indicating a high level of importance and satisfaction.

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Section: Discussionmentioning

confidence: 99%

The Level of Internal Customer Satisfaction with the Android-based Laboratory Result Application in an Indonesian Tertiary Hospital

Liana,

Patricia,

Shofiarani

et al. 2024

Journal of Health Management

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“…Keterbatasan lain yang dialami petugas pre-hospital seperti keterbatasan alat saat melakuakn pelayanana paliatif di area prehsopital. Sehingga petugas diharuskan melakukan tindakan dan memahami keadaan pasien terminal dengan keterbatasan alat medis (Hidayat et al, 2020).…”

Section: Pembahasanunclassified

Phenomenological Study: Overview of Palliative Management in The Pre-Hospital Area of Semarang City

Nugroho¹,

Asih²,

Widyaatmadja³

2022

JKM

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Latar belakang: Perawatan paliatif merupakan sebuah perawatan secara holistic yang berpusat pada pasien dan komprehensif baik kepada keluarga dan orang terdekat klien yang dilakukan sedini mungkin. Persiapan akhir hayat membutuhkan koordinasi dari disiplin ilmu, termasuk pelayanan pre-hospital yang merupakan garda terdepan dalam pemberian pelayanan gawat darurat. Sehingga integrasi keperawatan paliatif dan pre-hospital perlu dilakukan. Tujuan: Untuk mengetahui gambaran penatalaksanaan pasien paliatif di aera pre-hospital. Metode: Studi ini merupakana kualitatif dengan pendekatan fenomenologi untuk melihat gambaran pelayanan paliatif di area pre-hospital kota Semarang. 7 Partisipan terlibat dalam penelitian dari 4 ambulan hebat dan 3 ambulan siaga kota Semarang. In dept interview dilakukan untuk menggali fenomena yang ada. Hasil: Penelitian ini menghasilkan 13 tema yaitu (1) Memberi dukungan emosional kepada pasien dan keluarga, (2) Rasa peduli terhadap kondisi pasien, (3) Tindakan perawat ambulan dalam menangani pasien paliatif, (4) Kolaborasi dengan stake holder, (5) Dampak Positif adanya layanan pre-hospital, (6) Perasaan Bangga seabgai perawat pre-hospital, (7) Perasaan puas perawat Ketika berhasil melakukan pertolongan, (8) Perasaan Bimbang Ketika keluarga tidak mengikuti prosedur, (9) Keterbatasan sarana dan prasarana, (10) Strategi peningkatan pelayanan pre-hospital, (11) Edukasi kepada klien dan keluarga, (12) Kurang dukungan keluarga, (13), Motivasi pasien terhadap kesembuhannya. Kesimpulan: Sudah adanya integrasi antara keperawatan paliatif dan pre-hospital dengan pendekatan psikososial pada pasien terminal. Integrasi lebih dalam dapat dilakukan dengan pelatihan yang lebih spesifik pada perawat pre-hospital mengenai perawatan paliatif.

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“…As for the service quality, mean patient waiting time is used to show the level of scheduling teleconsultation service. Mean patient waiting time is a traditional indicator for healthcare service quality [ 23 , 24 ]. Not increasing service days, high-quality teleconsultation service means as a short mean patient waiting time as possible.…”

Section: Data Description and Experimental Designmentioning

confidence: 99%

Teleconsultation demand classification and service analysis

Chen

2021

BMC Med Inform Decis Mak

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Background To enhance teleconsultation management, demands can be classified into different patterns, and the service of each pattern demand can be improved. Methods For the effective teleconsultation classification, a novel ensemble hierarchical clustering method is proposed in this study. In the proposed method, individual clustering results are first obtained by different hierarchical clustering methods, and then ensembled by one-hot encoding, the calculation and division of cosine similarity, and network graph representation. In the built network graph about the high cosine similarity, the connected demand series can be categorized into one pattern. For verification, 43 teleconsultation demand series are used as sample data, and the efficiency and quality of teleconsultation services are respectively analyzed before and after the demand classification. Results The teleconsultation demands are classified into three categories, erratic, lumpy, and slow. Under the fixed strategies, the service analysis after demand classification reveals the deficiencies of teleconsultation services, but analysis before demand classification can’t. Conclusion The proposed ensemble hierarchical clustering method can effectively category teleconsultation demands, and the effective demand categorization can enhance teleconsultation management.

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Response time, waiting time and service quality in emergency department

Cited by 6 publications

References 29 publications

The Level of Internal Customer Satisfaction with the Android-based Laboratory Result Application in an Indonesian Tertiary Hospital

The Level of Internal Customer Satisfaction with the Android-based Laboratory Result Application in an Indonesian Tertiary Hospital

Phenomenological Study: Overview of Palliative Management in The Pre-Hospital Area of Semarang City

Teleconsultation demand classification and service analysis

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