Pengendalian Waktu Tunggu Pelayanan Poliklinik melalui Analisis SWOT Menggunakan Matriks IFAS dan EFAS di RS Mesra
DOI:
https://doi.org/10.31004/joecy.v6i1.8457Keywords:
Outpatient Waiting Time, SWOT Analysis, Hospital Management, Service Quality, Patient-Centered Care, Waktu Tunggu Pelayanan Poliklinik, Analisis SWOT, Manajemen Rumah Sakit, Mutu Pelayanan, Patient-Centered CareAbstract
Waiting time is a crucial indicator of healthcare service quality, particularly in outpatient clinics, as it directly affects patient satisfaction and perceptions of hospital performance. This study aims to analyze outpatient waiting time services at RS Mesra using the SWOT analysis approach as a strategic tool for service improvement. The research employed a descriptive qualitative design with a case study approach. Data were collected through observations, document reviews, and interviews with relevant stakeholders, and were analyzed using the Internal Factor Analysis Summary (IFAS) and External Factor Analysis Summary (EFAS) matrices. The results of the IFAS analysis indicate that the hospital’s internal strengths outweigh its weaknesses, reflected by a positive value of S − W = +2. Meanwhile, the EFAS analysis shows that external opportunities significantly exceed existing threats, with a value of O − T = +4. Based on the combined IFAS–EFAS results, RS Mesra is positioned in Quadrant I, which suggests an aggressive (SO) strategy. This position indicates that the hospital has strong internal capabilities and favorable external opportunities to improve outpatient waiting time performance. Strategic recommendations focus on optimizing digital health technology, particularly the integration of the Hospital Information System (SIMRS) with Mobile JKN, adjusting doctors’ practice schedules based on peak patient visits, strengthening human resources management, improving outpatient facilities, and enhancing patient digital literacy. The implementation of these strategies is expected to reduce outpatient waiting times, improve service efficiency, and enhance patient satisfaction and overall service quality.
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