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"Lama waktu tunggu pelayanan di Unit Rawat Jalan menggambarkan kinerjadan mutu pelayanan Rumah Sakit terhadap para pelanggannya. Tujuanpenelitian ini untuk mengetahui rata-rata lama waktu tunggu rawat jalan sertafaktor-faktor yang terkait dengan hal itu, ditinjau melalui pendekatan kriteriaMalcolm Baldrige di bidang kesehatan yang meliputi : Profil Organisasi,Kepemimpinan, Rencana Strategis, Fokus pada Pelanggan, Pengukuran,Analisa dan Manajemen Pengetahuan, Fokus pada Sumber Daya Manusia,Fokus pada Proses dan Hasil-hasil.Metode penelitian yang dipergunakan adalah eksplanatori sekuensial, yaitusuatu metode campuran antara penelitian kuantitatif yang diperkuat olehpenelitian kualitatif. Pengumpulan data kuantitatif dengan cara pengamatan,penghitungan dan pencatatan waktu tunggu pasien. Data-data kualitatifdiperoleh melalui proses wawancara mendalam secara terstruktur danmelakukan telaah dokumen yang terkait.Hasil penelitian menunjukkan bahwa nilai rata-rata lama waktu tunggurawat jalan sebesar 66,58 menit per pasien yang berarti melebihi standard waktupelayanan minimal yaitu le; 60 menit sebagaimana yang ditetapkan olehKementerian Kesehatan Republik Indonesia. Hasil analisa terhadap faktorfaktoryang berpengaruh terhadap lama waktu tunggu rawat jalan menunjukkanbahwa ketujuh kriteria Malcolm Baldrige tersebut sangat berpengaruh terhadapnilai rata-rata lama waktu tunggu rawat jalan tersebut di atas.

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Long waiting time of service in the Outpatient Unit describes theperformance and quality of hospital rsquo s service against its customers. The purpose ofthis research is to know the average length of outpatient waiting time as well as thefactors associated with it, are reviewed through the approach of Malcolm Baldrigein health which includes Organization Profile Leadership Strategic plan Focuson Customers Measurement, Analysis and Management of knowledge Focusingon Human Resources Focus on Process and Outcomes.The research method used was the sequential explanatory, a mix methodsbetween quantitative research that reinforced by qualitative research. Quantitativedata collection by way of observation, calculation and recording patient waitingtime. Qualitative data obtained through in depth interviews are structured and dostudy related documents.The results showed that the average value of long outpatient waiting time is66.58 minutes per patient means exceeding the standard minimum of service time, le 60 minutes as defined by the Health Ministry of the Republic of Indonesia. Theanalysis results of the influential factors against the long of outpatient waiting timeshowed that seven criteria of Malcolm Baldrige is really influential against theaverage value of the long of outpatient waiting time."

"Mutu pelayanan kesehatan di rumah sakit tidak lepas dari pelayanan keperawatan dan medis, maka sudah selayaknya evaluasi kolaborasi perawat - dokter menjadi salah satu variabel penting dalam mewujudkan pelayanan rumah sakit yang bermutu. Peran kolaborasi perawat - dokter belum berjalan dengan baiksehingga pelayanan keperawatan dan pengobatan klien belum optimal. Kondisi ini menyebabkan efisiensi dan efektifitas tindakan keperawatan pada klien juga belum optimal.Penelitian ini bertujuan mengidentifikasi faktor-faktor yang berhubungan dengan kolaborasi perawat-dokter di unit rawat inap, rawat jalan, IGD, ICU dan OK. Penelitian ini dilaksanakan di RSUD Tarakan DKI Jakarta pada bulan Juni 2005. Disain penelitian menggunakan deskriptif korelatif dengan pendekatan cross sectional. Populasi adalah semua perawat yang ada di ruang rawat inap, rawat jalan, IGD, ICU dan OK. Sampel dalam penelitian ini adalah total populasi di mana responden yang memenuhi kriteria penelitian adalah 80 orang perawat dengan pendidikan DIII dan S1.Pengumpulan data menggunakan angket yang terdiri atas isian mengenai karakteristik perawat (umur, pendidikan, lama kerja dan tempat kerja), kuesioner tentang faktor-faktor yang berhubungan dengan kolaborasi dan indikator kolaborasi. Uji, analisis hubungan atau kontribusi menggunakan uji korelasi dan Pearson.Hasil penelitian didapatkan faktor-faktor yang sangat berhubungan kolaborasi perawat-dokter adalah komunikasi (p = 0,0001), saling pengertian antar profesi (p = 0,0001), persepsi tentang kolaborasi (p = 0,0001) dan pendekatan professional (p = 0,031). Namun yang paling berhubungan terhadap variabel kolaborasi perawat - dokter (variabel dependen) adalah yang memiliki Beta paling besar yaitu persepsi tentang kolaborasi (B = 0,351), komunikasi (B = 0,274), saling pengertian atar profesi (B = 0,236), pendekatan professional (B = 0,121).Dari basil penelitian ini disarankan agar perawat diberi kesempatan untuk menambah pengetahuan dan keterampilan dalam melakukan komunikasi, melaksanakan hubungan saling pengertian antar profesi serta mengembangkan pemahaman terhadap persepsi tentang kolaborasi.

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The quality of health care services is determined by nursing and medical services. In line with this, it is necessary to evaluate the nurses-doctors collaboration in order to achieve a better quality of health care services in a hospital. In fact, the efficiency and effectively of health care services had been scarified as the nurses-doctors collaborations was not optimally fulfilled.The purpose of this study was to identify factors related to nurse-doctors collaboration at various settings in the hospitals such as the inpatient, outpatient, emergency units, intensive care unit and operating room. The study had been accomplished at RSUD Tarakan Jakarta on June 2005. A descriptive correlation using cross sectional methods was applied to this study. The populations in the study were all nurses at the inpatient units, outpatient units, emergency units, intensive care unit and operating room. The sample was the total population (80 nurses), who had academic and bachelor of educational background and met other criteria of this study.Data were obtained using questioner which is including data of nurses? characteristic (age, educational background, work experience and working places) and questioners of factors related to collaboration and collaboration indicators. Statistical analysis was performed by correlation test and Pearson's methods.The findings of this study suggested that there were factors that significantly contributed to nurses-doctors collaboration; communications (p=0.0001), mutual understanding between professions, perception (p=0.0001) on collaboration and professional approach (p=0.031). However, the most significant variables contributed to nurses-doctors collaboration were perceptions on collaboration (B=0.351), communication (B=0.274), mutual understanding between professions (B=0.236) and professional approach (B=0.121).The results of this study calls attention to the need of preparing nurses to have more knowledge and skills on communication, performing a mutual understanding between professions as well as improving nurses' understanding on their perception about collaboration."