Analisis Hubungan Faktor Kepuasan Pasien dengan Response Time di Instalasi Gawat Darurat : Literature Review

Abstract

Response time is a key quality indicator in Emergency Departments (ED) as it directly impacts patient safety and satisfaction. Delays in response time can lead to negative perceptions of hospital services, even when appropriate medical interventions are provided. A study by Wahyuni et al. (2021) in a regional hospital in Central Java reported that the average response time for high-priority cases was 16 minutes, which is far from ideal. The main contributing factors identified were limited healthcare personnel, suboptimal triage systems, and complex administrative processes. Objective: To identify and analyze the factors influencing response time on patient satisfaction in the ED through a literature review. Methods: A literature search was conducted using Google Scholar, PubMed, and ScienceDirect with the keywords “response time,” “patient satisfaction,” and “emergency department.” From a total of 14,078 articles, eight articles were selected based on predefined inclusion criteria. Results: The review found that faster response times (<5 minutes) significantly increased patient satisfaction in the ED. The influencing factors included individual aspects (healthcare personnel readiness and skills), organizational factors (triage systems and resource availability), and regulatory support (clear policies and standards for ED services). Conclusion: Efforts to improve the quality of ED services should focus on optimizing healthcare personnel capacity, enhancing triage systems, and strengthening clear and measurable service policies to ensure prompt response times and improve patient satisfaction.