Rahman, Adam and , Dr. dr. Safari Wahyu Jatmiko, M.Si.Med., Dipl.Immunol, FRSPH, FR and , Prof. Dr. Anton Agus Setyawan, S.E., M.Si. (2026) Pengaruh Beban Kerja dan Ketersediaan Tenaga Medis Terhadap Waktu Tunggu Pasien di Instalasi Gawat Darurat dengan Kepuasan Pasien Sebagai Variabel Pemediasi. Thesis thesis, Universitas Muhammadiyah Surakarta.
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Abstract
Background: Patient waiting time in the Emergency Department (ED) is one of the important indicators used to assess the quality of hospital services. Fast, accurate, and responsive services are essential because the ED serves as the first unit in handling emergency conditions that may threaten patient safety. However, the high number of patient visits is often not balanced with the adequate availability of medical personnel, resulting in increased workloads for healthcare workers. This condition contributes to prolonged patient waiting times and decreased patient satisfaction. Based on internal data from the ED of RSUD X in 2025, the average patient waiting time reached 95 minutes, exceeding the maximum standard of 60 minutes recommended by the Ministry of Health. Objective: This study aimed to analyze the effect of medical staff workload and the availability of medical personnel on patient waiting time in the Emergency Department (ED), with patient satisfaction as a mediating variable. Methods: This study employed a quantitative approach with an explanatory research design. The population consisted of 100 ED patients selected using a total sampling technique. Data were collected through questionnaires using a Likert scale. Data analysis was conducted using Structural Equation Modeling (SEM) with the Partial Least Square (SmartPLS) approach. The analysis included validity testing, reliability testing, outer model evaluation, inner model evaluation, and testing of direct and indirect effects among variables. Results: The results showed that the workload of medical personnel significantly affected patient satisfaction and patient waiting time in the ED. The availability of medical personnel also significantly affected patient satisfaction and patient waiting time. In addition, patient satisfaction significantly affected patient waiting time and mediated the relationship between medical staff workload, availability of medical personnel, and patient waiting time in the ED. Higher workloads and lower availability of medical personnel tended to increase patient waiting times and decrease patient satisfaction. Conclusion: Medical staff workload and the availability of medical personnel significantly influence patient waiting time in the Emergency Department, both directly and indirectly through patient satisfaction. Therefore, hospital management needs to optimize workforce distribution and workload management to improve service quality, reduce patient waiting times, and enhance patient satisfaction.
| Item Type: | Thesis (Thesis) |
|---|---|
| Uncontrolled Keywords: | beban kerja, ketersediaan tenaga medis, kepuasan pasien, waktu tunggu pasien, Instalasi Gawat Darurat (IGD). |
| Subjects: | H Social Sciences > HD Management, Business and Labor R Medicine > Public aspects of medicine |
| Divisions: | Fakultas Kedokteran > S2 Administrasi Rumah Sakit |
| Depositing User: | Adam Nur Rahman |
| Date Deposited: | 18 Aug 2026 06:46 |
| Last Modified: | 18 Aug 2026 06:48 |
| URI: | http://eprints.ums.ac.id/id/eprint/148190 |
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