DETERMINANTS OF DELAYS IN OUTPATIENT MEDICAL RECORDS PROVISION AT THE BESUKI GENERAL HOSPITAL, SITUBONDO, INDONESIA

Abstract

Delays in outpatient medical records provision from registration until the files are distributed to the polyclinic at the Besuki General Hospital, Situbondo had increased from 15% in January 2022 to 17% and 23% in February and March 2022, respectively.  These problems have an impact on patient waiting time and the service process at the outpatient polyclinic.  The study aimed to analyze the determinants of delays in outpatient medical records provision at the Besuki General Hospital.  Qualitative research was applied by observation, in-depth interview, and documentation.  The informants were 2 registration officers, 2 filing officers, and 1 supervisor of the Medical Record Unit.  The determinants of delays in the outpatient medical records provision were inability of officers in providing medical records, unavailability of standard operating procedure (SOP) on medical records provision, the lack of shelves and computers, the absence of the outguide, and insufficient budget.