The Effectiveness of Innovation in Using the Ratri Tobat Application in Reducing Outpatient Waiting Times at the Pharmacy Installation of Bendan Regional Hospital, Pekalongan City

Nur Maulidiya; Yuniarti; Teguh Irawan

doi:10.59890/ijels.v3i8.125

Authors

Nur Maulidiya Universitas Pekalongan
Yuniarti Universitas Pekalongan
Teguh Irawan Universitas Pekalongan

DOI:

https://doi.org/10.59890/ijels.v3i8.125

Keywords:

Effectiveness, Waiting Time, Ratri Tobat, Pharmaceutical Services, Service Innovation

Abstract

The waiting time for medication collection is an important indicator in assessing the quality of pharmaceutical services in hospitals. To overcome queues and improve service efficiency, RSUD Bendan Kota Pekalongan launched the innovative Ratri Tobat (No Queue Waiting for Medication) service, which consists of three features: Waited, Left, and Delivered. This study aims to evaluate the effectiveness of this service based on three indicators: efficiency, service production, and patient satisfaction. The method used was quantitative with a descriptive approach. The study sample consisted of 100 respondents who were divided proportionally based on the service features used. Data were obtained through a questionnaire that had been tested for validity and reliability. The results showed that 63% of respondents stated that the waiting time was relatively fast (≤30 minutes), the average number of prescriptions processed per day reached 216 prescriptions after the service was implemented, and 89% of respondents were satisfied to very satisfied with the ease, speed, and convenience of the service. Conclusion: The Ratri Tobat service has proven effective in reducing waiting times, increasing service productivity, and providing a high level of patient satisfaction.

References

Budiani, N. (2007). Evaluasi Program Pelayanan Publik. Yogyakarta: UGM Press.

Dewi, I. P., Susanto, A. D., & Karsana, W. (2024). Efektivitas sistem reservasi online dalam meningkatkan kepuasan pasien rawat jalan di rumah sakit umum daerah. Jurnal Manajemen Pelayanan Kesehatan, 12(2), 101–110.

Gibson, J. L., Ivancevich, J. M., & Donnelly, J. H. (1985). Organizations: Behavior, Structure, Processes (5th ed.). Dallas: Business Publications.

Hariyoko, Y., Widodo, S., & Kurniawan, A. (2021). Efektivitas organisasi publik dalam implementasi kebijakan pelayanan kesehatan. Jurnal Administrasi Publik, 16(1), 45–54.

Kementerian Kesehatan Republik Indonesia. (2016). Peraturan Menteri Kesehatan Republik Indonesia Nomor 72 Tahun 2016 tentang Standar Pelayanan Kefarmasian di Rumah Sakit. Jakarta: Kementerian Kesehatan RI.

Priagung, A., & Fatkhiya, M. F. (2024). Analisis kualitas layanan Ratri Tobat terhadap kepuasan pasien rawat jalan di RSUD Bendan. Jurnal Kebijakan dan Pelayanan Kesehatan, 7(1), 22–30.