Comparative Analysis of Outpatient Queuing Systems to Improve Hospital Services at ENT Polyclinics and Internal Medicine Polyclinics

Abstract

This study aims to analyze and compare the queue model in improving the effectiveness of outpatient services at Kardinah Regional Hospital Tegal City, and Dr. Soeselo Regional Hospital Tegal Regency, with the objectives of the ENT Polyclinic and Internal Medicine Polyclinic. The method used is a mixed method, including the chi-square test, determining the queue model, measuring system performance, a descriptive of 200 respondents to the hospital service satisfaction questionnaire, and the creation of a proposed queuing model. Observations were made at two service stages: registration (07.00 - 10.00) and doctor's examination (10.00 - 13.00) for three consecutive working days. The results show that the queue system applies the First In First Out (FIFO) principle with the model (M / M / 1 /inf/inf ). The calculation results show that the queue system is in a non-steady state condition (p>1). Although the questionnaire results show that patients are satisfied, the queue conditions based on the calculations indicate system instability, so it is proposed to add a server at the registration stage to reduce patient congestion and improve outpatient queue system services.