SERVICE WAITING TIME AND POSTPARTUM MOTHERS’ SATISFACTION IN PRIMARY HEALTHCARE: A CROSS-SECTIONAL STUDY

Andini Rida Meylida; Lia Kurniasari

doi:10.34035/jk.v17i2.2055

Authors

Andini Rida Meylida Departement of Public Health, Faculty of Public Health, Universitas Muhammadiyah Kalimantan Timur, Samarinda, Indonesia
Lia Kurniasari Departement of Public Health, Faculty of Public Health, Universitas Muhammadiyah Kalimantan Timur, Samarinda, Indonesia

DOI:

https://doi.org/10.34035/jk.v17i2.2055

Keywords:

mothers, patient satisfaction, service waiting time

Abstract

Background: The postpartum period is very important in efforts to reduce maternal mortality because most postpartum complications occur during this period. One way to improve the quality of health services at facilities is to reduce wait times. Long wait times can affect patients’ perceptions of service quality and reduce patient satisfaction. This study aims to analyze the correlation between service waiting time and maternal satisfaction during postpartum visits at the Pasundan Health Center in Samarinda City.
Methods: The research used a quantitative, cross-sectional approach. The research sample consisted of 191 postpartum mothers selected through convenience sampling. Data were collected using patient satisfaction questionnaires and observation sheets recording patient arrival and discharge times, and analyzed using the Fisher Exact test with a significance level of 0.05.
Results: The results showed that most of the mothers who received services in the waiting time ≤60 minutes were satisfied with the services provided (89.2%); on the other hand, in respondents with a waiting time of > 60 minutes, most of them stated that they were not satisfied with the service. The results of the Fisher Exact test showed a p-value of 0.001 (p<0.05), indicating a significant correlation between service waiting time and postpartum mothers’ satisfaction.
Conclusion: Service waiting time has a significant correlation with maternal satisfaction at postpartum visits. Efforts to improve service efficiency, the queue system, and the quality of health workers’ communication are needed to enhance patient satisfaction and the quality of postpartum services in primary health facilities.

References

Anderson RT, Camacho FT, Balkrishnan R. Willing to wait?: The influence of patient wait time on satisfaction with primary care. BMC Health Serv Res. 2007 Dec 28;7(1):31. doi:10.1186/1472-6963-7-31

Ayalew MM, Nebeb GT, Bizuneh MM, Dagne AH. Women’s Satisfaction and Its Associated Factors with Antenatal Care Services at Public Health Facilities: A Cross-Sectional Study. Int J Womens Health. 2021 Mar;Volume 13:279–86. doi:10.2147/IJWH.S293725

Bergh K, Bishu S, Taddese HB. Identifying the determinants of patient satisfaction in the context of antenatal care in Kenya, Tanzania, and Malawi using service provision assessment data. BMC Health Serv Res. 2022 Dec 4;22(1):746. doi:10.1186/s12913-022-08085-0

Cresswell JA, Alexander M, Chong MYC, Link HM, Pejchinovska M, Gazeley U, et al. Global and regional causes of maternal deaths 2009–20: a WHO systematic analysis. Lancet Glob Health. 2025 Apr;13(4):e626–34. doi:10.1016/S2214-109X(24)00560-6

Esan DT, Sokan-Adeaga AA, Rasaq NO. Assessment of satisfaction with delivery care among mothers in selected health care facilities in Ekiti State, Nigeria. J Public Health Res. 2022 Oct 6;11(4). doi:10.1177/22799036221127572

Homer CS, Turkmani S, Wilson AN, Vogel JP, Shah MG, Fogstad H, et al. Enhancing quality midwifery care in humanitarian and fragile settings: a systematic review of interventions, support systems and enabling environments. BMJ Glob Health. 2022 Jan 20;7(1):e006872. doi:10.1136/bmjgh-2021-006872

Husain Akbar F, Tegar Jaya M. Relationship between Service Quality on Public Health Center and Patient Satisfaction. Glob J Health Sci. 2017 Apr 10;9(7):96. doi:10.5539/gjhs.v9n7p96

Ivany E, Lane DA. Patient Satisfaction: A Key Component in Increasing Treatment Adherence and Persistence. Thromb Haemost. 2021 Mar 29;121(03):255–7. doi:10.1055/s-0040-1718734

Kyarisiima I, Nzayirambaho M, Nkurunziza A, Twagirayezu I. Assessment of Patient Waiting Time in Primary Health Care Settings in Rwanda: A Mixed-Method Study. Rwanda journal of medicine and health sciences. 2024 Mar;7(1):6–21. doi:10.4314/rjmhs.v7i1.1 PubMed PMID: 40568310.

M AP, Nippi AT, Panyyiwi R, Suprapto S. Kualitas Pelayanan Kesehatan di Puskesmas Padongko. Jurnal Ilmiah Kesehatan Sandi Husada. 2020;12(2):748–52. doi:10.35816/jiskh.v12i2.398

MENKES. Peraturan Menteri Kesehatan Republik Indonesia Nomor 30 Tahun 2022 Tentang Indikator Nasional Mutu Pelayanan Kesehatan Tempat Praktik Mandiri Dokter Dan Dokter Gigi, Klinik, Pusat Kesehatan Masyarakat, Rumah Sakit, Laboratorium Kesehatan, Dan Unit Transfu. Menteri Kesehatan Republik Indonesia Peraturan Menteri Kesehatan Republik Indonesia. 2022;(879):2004–6. PubMed PMID: 16410321.

Permatasari P, Rajebta NA. Improving Quality of Care on Patient Satisfaction in Health Service Facilities by Rating on Google Maps: Literature Review. Care : Jurnal Ilmiah Ilmu Kesehatan. 2025 Jul 17;13(2):276–85. doi:10.33366/jc.v13i2.6454

Reinissa A, Indrawati F. Persepsi Ibu Nifas tentang Pelayanan Postnatal Care dengan Kunjungan Ulang. Higeia Journal of Public Health [Internet]. 2019;1(3):33–42. Available from: http://journal.unnes.ac.id/sju/index.php/higeia

Sattar N, Greer IA. Pregnancy complications and maternal cardiovascular risk: Opportunities for intervention and screening? British Medical Journal [Internet]. 2002. p. 157–60. Available from: https://api.elsevier.com/content/abstract/scopus_id/0037143027 doi:10.1136/bmj.325.7356.157 PubMed PMID: 12130616.

Seif S, Shah J, Chandani A, Ali SK. The Perception of Waiting Times on Patient Satisfaction and Patient Care: A Cross-Sectional Study at a Tertiary Health Care Institution in Kenya. Righi, L, editor. PLoS One. 2025 May 2;20(5):e0322015. doi:10.1371/journal.pone.0322015

Setyawan FEB, Supriyanto S, Ernawaty E, Lestari R. Understanding patient satisfaction and loyalty in public and private primary health care. J Public Health Res. 2020 Jul 3;9(2):1823. doi:10.4081/jphr.2020.1823 PubMed PMID: 32728567.

Ushida T, Kotani T, Kinoshita F, Imai K, Nakano-Kobayashi T, Nakamura N, et al. Maternal low birth weight and hypertensive disorders of pregnancy. Pregnancy Hypertension. 2021. p. 5–10. doi:10.1016/j.preghy.2020.10.010 PubMed PMID: 33160130.

Vasilevski V, Sweet L, Bradfield Z, Wilson AN, Hauck Y, Kuliukas L, et al. Receiving maternity care during the COVID-19 pandemic: Experiences of women’s partners and support persons. Women and Birth [Internet]. Elsevier BV; 2021. Available from: http://dx.doi.org/10.1016/j.wombi.2021.04.012

Wijayanti CW, Rejeki M. Hubungan Waktu Tunggu Pelayanan Rawat Jalan Terhadap Kepuasan Pasien Di RSUD dr. Soehadi Prijonegoro Sragen. Indonesian Journal of Hospital Administration. 2024 Aug 27;7(1):25. doi:10.21927/ijhaa.2024.7(1).25-30

Wilson AN, Sweet L, Vasilevski V, Hauck Y, Wynter K, Kuliukas L, et al. Australian women’s experiences of receiving maternity care during the COVID‐19 pandemic: A cross‐sectional national survey. Birth [Internet]. Wiley; 2021. Available from: http://dx.doi.org/10.1111/birt.12569

Yu W, Hu X, Cao B. Viral Infections During Pregnancy. Maternal-Fetal Medicine [Internet]. Ovid Technologies (Wolters Kluwer Health); 2021. Available from: http://dx.doi.org/10.1097/fm9.