Learn, Connect, Growth | Tingkatkan Mutu Pelayanan Kesehatan Indonesia

Pengalaman Waktu Tunggu di Poliklinik Rumah Sakit

Yusrianti. KMPK/NIM. 18/433588/PKU/17501

Pengalaman saya mengenai waktu tunggu di poliklinik Rumah Sakit terjadi pada bulan April yang lalu, saya berobat ke poliklinik di RS X, pada saat tiba di RS pukul 09.00 wib, saya mendapatkan nomer antrian 39. Ada tiga loket pendaftaran pasien, satu untuk melayani pasien baru, satu untuk pasien lama dari pasien BPJS dan umum, dan satu lagi loket pendaftaran khusus untuk kalangan RS sendiri, pasien hemodialisa dan pasien poli mata. Sedangkan loket pendaftaran untuk pasien umum dan BPJS tersebut jumlah pasien nya lumayan banyak. Saya menunggu hingga jam 11.30 wib baru dipanggil untuk melakukan pendaftaran. Setelah menyerahkan berkas-berkas yang diperlukan untuk berobat, saya ke poliklinik.

Di poliklinik juga demikian, saya menunggu kembali selama satu jam. Setelah selesai diperiksa dan diberi resep obat saya bertanya ke petugas poliklinik mengenai lama waktu saya berobat. Padahal berdasarkan peraturan Menteri Kesehatan RI nomor 129/Menkes/SK/II/2008 tentang Standar Pelayanan Minimal Rumah Sakit terkait dengan waktu tunggu pasien di rawat jalan ≤ 60 menit(1). Petugas poliklinik berkata, “Jika ingin berobat harus daftar dahulu sehari sebelumnya supaya tidak terlalu lama mengantri di loket pendaftaran.” Bagaimana dengan pasien yang dari luar kota? Mereka tidak tahu mengenai hal ini, sudah datang jauh-jauh dalam keadaan sakit malah harus menunggu lama. Memang ada pemberitahuan mengenai pendaftaran lewat wa ditempel di meja pengambilan nomer pendaftaran, tapi tidak ada informasi atau pemberitahuan ke pasien dari bagian pendaftaran agar pasien bisa mendaftar lewat wa sehari sebelum berobat.

Waktu tunggu yang lama bagi pasien poliklinik akan mempengaruhi mutu pelayanan kesehatan dan tingkat kepuasan pasien di Rumah Sakit. Jika hal ini terjadi terus menerus mengakibatkan ketidakpuasan pasien terhadap pelayanan kesehatan di rumah sakit (2,3).

Di loket pendaftaran untuk pasien baru di RS X tadi, saya diberikan inform consent untuk ditandatangani pasien oleh petugas loket pendaftaran, petugas meminta saya menandatangani informed consent tersebut, petugas memberikan informasi yang minimalis mengenai informed consent. Petugas hanya meminta saya untuk mengisi data dan menandatangani informed consent tersebut tanpa menjelaskan apa kegunaan informed consent tersebut bagi saya. Setelah saya baca dan menyetujui isi dari informed consent tersebut, saya menandatanganinya.

Lesson learn yang bisa saya ambil dari pengalaman saya mengenai waktu tunggu di poliklinik Rumah Sakit dan ketepatan waktu dalam pelayanan kesehatan adalah;

  • Sebaiknya loket pendaftaran untuk pasien ditambah, guna mengurangi waktu tunggu yang lama bagi pasien.
  • Sebagai petugas dalam memberikan pelayanan kesehatan hendaknya memberikan informasi yang lengkap dan akurat. Sebaiknya petugas kesehatan dalam melayani masyarakat harus menjelaskan mengenai informed consent dan kegunaan nya pada pasien. Bahwa dalam prosedur pelaksanaan pemberian informasi pada informed consent terdapat tujuan dari informed consent supaya pasien mendapat informasi yang cukup untuk mengambil keputusan atas tindakan yang akan dilaksanakan terhadap dirinya(4). Dan menurut Peraturan Menteri Kesehatan Republik Indonesia No.290/MENKES/PER/III/2008 tentang Persetujuan Tindakan Kedokteran, yang mengatur mengenai Informed Consent bahwa Informed consent adalah persetujuan tindakan kedokteran yang diberikan oleh pasien atau keluarga terdekat setelah mendapatkan penjelasan secara lengkap mengenai tindakan kedokteran yang akan dilakukan terhadap pasien tersebut(5).


  1. Menteri Kesehatan RI. Menteri Kesehatan RI no 129 tahun 2008 tentang Standar Pelayanan Minimal Rumah Sakit. 2008. p. 1–55.
  2. Torry, Koeswo M, Sujianto D. Faktor yang Mempengaruhi Waktu Tunggu Pelayanan Kesehatan kaitannya dengan Kepuasan Pasien Rawat Jalan Klinik penyakit dalam RSUD Dr . Iskak Tulungagung. J Kedokt Brawijaya. 2016;29(3):252–7.
  3. Almomani I, AlSarheed A. Enhancing outpatient clinics management software by reducing patients’ waiting time. J Infect Public Health [Internet]. 2016;9(6):734–43. Available from: http://dx.doi.org/10.1016/j.jiph.2016.09.005 
  4. Octaria H, Trisna WV. Pelaksanaan Pemberian Informasi dan Kelengkapan Informed Consent di Rumah Sakit Umum Daerah Bangkinang ( RSUD Bangkinang ). J Kesehat Komunitas. 2016;3(2):59–64.
  5. Kemenkes RI. Permenkes 290/MENKES/PER/III/2008 tentang Persetujuan Tindakan Kedokteran [Internet]. 2008. p. 1–10. Available from: http://pelayanan.jakarta.go.id/download/regulasi/peraturan-menteri-kesehatan-nomor-290-tahun-2014-tentang-persetujuan-tindakan-kedokteran.pdf 


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