Frontliner: Does it play a role in reducing the waiting time of outpatient registration?
Keywords:
waiting time, outpatient flow, frontlinerAbstract
Outpatient services often become the first gateway for patient access to hospital services. One of
the minimum service standards for improving the quality of hospital services is collecting the
medical record files in less than 10 minutes. This study aimed to prove whether the frontliners can
help cut the process in the outpatient registration by revising the SOP and describing the outline
of the outpatient service flow involving the frontliners at Ananda Srengat Hospital. The study
applied quantitative analysis methods with a descriptive analysis technique to patients, medical
records unit employees, outpatients, and related units. A total population of 10 people was taken
within one week. The methods of collecting data were using a questionnaire instrument and a
stopwatch. The results of this study are the changes in the SOP and the description of frontliner
tasks in assisting the process of sorting files that can reduce the process of registration waiting
time.
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