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Waiting Time of Patients in Outpatient Hospital Before and After Pandemic Covid 19: A Literature Review

Abstract

Patient waiting times is an important factor that affecting hospital services quality. Waiting time will affect service satisfaction and repeat visits at the hospital, especially for outpatients. This study aims to determine the literature review of the patient waiting time at the hospital. Method: The literature review method with the PRISMA approach used in this literature review. Synthesis of data used the PICO method. The articles source was through Google Scholar, Pubmed NCBI and DOAJ. The inclusion criteria set were articles with the keywords "factor, waiting time, outpatients, hospitals", articles in Indonesian or English, published in 2012-2022, and accessible in full text. Results: In this literature, 10 articles were found that matched the inclusion and exclusion criteria. A total of 4 articles were obtained after the Covid 19 pandemic and 6 articles before the covid 19 pandemic. Before the covid 19 pandemic, the average waiting time for 6 articles was 83.62 minutes with the fastest time of 65 minutes and the longest time of 149 minutes. After the COVID-19 pandemic, the average waiting time for 4 articles was 42.6 minutes with the fastest waiting time of 19.2 minutes and the longest waiting time of 93 minutes. This shows that the waiting time is faster during the pandemic than before the pandemic. In the results, the factors that influence the waiting time before the pandemic are human resources and medical records. One article states that the waiting time factor is the type of hospital and gender. After the pandemic, the influencing factors were found: arrival time, number of patients, registration time, medical records and medical records. Conclusion: the addition of hospital staff and an electronic-based medical record system can be an effort that can be made to shorten waiting times. However, if this is not possible, information on the order and time of service to patients can be an alternative to reduce waiting times

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