Waiting Time of Outpatient Laboratory Service for Health Insurance Patients at Pertamina Central Hospital, Jakarta

Tiara Bunga Melati Jelita, Pujiyanto


Faculty of Public Health, Universitas Indonesia



Background: Quality can be defined as the ability of a product or service to satisfy the needs and expectations of the customer. Patient desire a rapid, reliable and efficient labo­ra­tory service. One of the challenging issues of the outpatient laboratory services at most hospitals is that patients have a long wait. This study aimed to investigate the waiting time of outpatient laboratory service for health insurance patients at Pertamina Central Hospi­tal, Jakarta.

Subjects and Method: This was a qualitative study carried out at Pertamina Central Hospital, Jakarta. A sample of several informants was selected for this study consisting of lab­oratorium staff. The dependent variable was waiting time. The inde­pen­dent variable was service for health insurance patients. The data were collected by in-depth interview, direct observation, and document review.

Results: Waiting time of outpatient laboratory service was caused by several factors in­cluding: (1) waiting for the guarantor’s confirmation (97 to 98%), (2) payment process at the cashier (0.9 to 1%), and (3) difficulty persuading pediatric patient (0.3 to 0.8%). The dura­tion of the guarantor’s confirmation often occurs because of the difficulty of commu­ni­ca­ting with the insurance company and also the laboratory officer has not been able to con­firm with the insurance company.

Conclusion: The waiting time for laboratory service for health insurance out-patients ex­ceed the maximum allowable time cap, which is 20 minutes. The correct waiting time target of 100% has not been achieved.

Keywords: waiting time, laboratory service, health insurance, out-patients

Correspondence: Tiara Bunga Melati Jelita. Faculty of Public Health, Universitas Indonesia. Email: bungatarmizi58@gmail.com. Mobile: 08129600508.

DOI: https://doi.org/10.26911/theicph.2019.04.49

Share this :

View PDF