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All Journal Jurnal Kebijakan Kesehatan Indonesia Jurnal Administrasi Kesehatan Indonesia Universa Medicina Health Information : Jurnal Penelitian Jurnal Midpro Jurnal Ilmiah Permas: Jurnal Ilmiah STIKES Kendal PREPOTIF : Jurnal Kesehatan Masyarakat Jurnal Pembelajaran Pemberdayaan Masyarakat (JP2M) Journal of Nursing and Public Health (JNPH) Indonesian Journal of Global Health research Humanism : Jurnal Pengabdian Masyarakat Cendekia Medika : Jurnal Stikes Al-Ma`arif Baturaja Jurnal Pengabdian Masyarakat: Humanity and Medicine JOURNAL LA MEDIHEALTICO KESANS : International Journal of Health and Science Gemakes: Jurnal Pengabdian Kepada Masyarakat Public Health and Preventive Medicine Archive Makara Journal of Health Research Community Services and Social Work Bulletin Eduvest - Journal of Universal Studies Jurnal Keperawatan Jurnal ARSI : Administrasi Rumah Sakit Indonesia Journal of Indonesian Health Policy and Administration Jurnal Lentera Kesehatan Masyarakat (JLKM) Jurnal Ekonomi Kesehatan Indonesia Kesmas: Jurnal Kesehatan Masyarakat Nasional (National Public Health Journal)
Haerawati Idris, Haerawati
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Religion Aerospace Engineering Humanities Chemistry Computer Science & IT Decision Sciences, Operations Research & Management Dentistry Economics, Econometrics & Finance Education Environmental Science Health Professions Immunology & microbiology Languange, Linguistic, Communication & Media Medicine & Pharmacology Neuroscience Nursing Physics Public Health Social Sciences Veterinary

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Journal : JOURNAL LA MEDIHEALTICO

 1 
Waiting Time Experiences and Perceptions Among National Health Insurance Patients in Outpatient Care Alamsyah, Muhammad; Windusari, Yuanita; idris, Haerawati
Journal La Medihealtico Vol. 6 No. 5 (2025): Journal La Medihealtico
Publisher : Newinera Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37899/journallamedihealtico.v6i5.2751

Abstract

Waiting time is a critical aspect of healthcare service quality that influences patient satisfaction and overall service evaluation. This study aims to explore patients’ perceptions of waiting time in healthcare services by examining experiential factors that shape how waiting is interpreted and tolerated. A qualitative research design was employed, using in-depth interviews with four patients who had direct experience with healthcare service delivery. Data were analyzed thematically to identify recurring patterns in participants’ accounts. The findings reveal that perceptions of waiting time were influenced not only by its duration but also by procedural clarity, staff responsiveness, communication and information transparency, service environment, and the presence of personalization and emotional support. Clear service procedures and timely, understandable information reduced uncertainty and moderated negative perceptions of waiting. Additionally, clean and comfortable environments, along with empathetic and attentive staff interactions, enhanced patients’ ability to tolerate waiting and contributed to more positive service experiences. The study concludes that waiting time should be understood as a multidimensional experience shaped by both operational and interpersonal factors. These findings highlight the importance of adopting patient-centered strategies that integrate effective communication, environmental comfort, and emotional support in managing waiting time within healthcare services.
Co-Authors Achmad Fickry Faisya, Achmad Fickry Agustine, Farina Eka Alyousef, Mohammed Amrina Rosyada Andarini, Desheilla Anggreini, Rini Anggun Budiastuti Anita Rahmiwati Apriliani, Ferenadia Ardhan, Jery Asmaripa Ainy Astari, Dea Widya Azizah, Shinta Cynthia Cynthia Desheila Andarini, Desheila Dian Safriantini, Dian Dini Nabila Aryani Dinta, Nadya Ariba Ekananda, Detya Sella Elwin, Ghani El Mughni Muhammad Hidayatullah Fajar , Nur Alam Fajarini, Dessy Fatmalina Febry Fatya Rizki Fadillah Febriyanti, Henny Feranita Utama Fitri Fitri Fitriani, Novi Hamzah Hasyim Hanifah, Arindi Dinda Hardina, Siti Hartati Inaku Hayati, Thursina Vera Hidayatullah, Muhammad Dwi Indah Purnama Sari Indahsari, Siti Rahmi Inoy Trisnaini Iqlima, Erni Jangga, Jangga Juliyanda, Nugraha Khaeriyah, Muthia Khairunnisa, Nyayu Maharani Khoirunnisa, Salsabila Kurnia Sari, Wulan Lestari, Peggy Ayu Maretha, Rika Maryanto, Hendri Misnaniarti Misnaniarti Monika, Salsabila Mufarika, Rully Muhammad Alamsyah Najmah, Najmah Netarisa Nia Novita Sari Ningsih, Nining Ade Nirmalasari, Melisa Yuni Novrikasari Novrikasari, Novrikasari Nur Alam Fajar Nurmalia Ermi Permana Putra, Dicky Permatasari, Rahmalia Pradisa, Dea Pratama, Benny Putra Purnamasari, Septi Putri, Dinda Bella Putrisha, Shantya Adeline Rachmawati, Aisyah Restu Wulandari, Anggun Rifka, Niswatul Rini Anggraeni Rini Anggraini, Rini Rini Mutahar Rizma Adlia Syakurah Rosdiana Rosdiana Rostika Flora Rusdiana Rusdiana Safithri, Vani Saparuddin Latu Sari, Merry Afriliana Sari, Novrika Silvi Ariyanti Silvi Aulia Rahmah Sri Agustini Suci Destriatania Suhendra, Ahmad Adi SYADZA, EGA RAVA Tembo, Tannia Trisfayeti, Ica Hervita Utama Ningsih, R.E Solfitri Wati, Yeni Arsika Yuanita Windusari Yuliantari, Devy Zaleha, Siti