SYSTEMATIC REVIEW

ANALYSIS OF THE RELATIONSHIP BETWEEN RESPONSE TIME

AND SERVICE WAITING TIME TO THE QUALITY SERVICE
IN HOSPITAL EMERGENCY DEPARTMENTS

Nur Hidayat.1, Ahsan.2, Masruroh Rahayu.3

Students of Nursing Masters Study Program, University of Brawijaya, Malang East Java
Corresponding email: hidayatnur92497@gmail.com

ABSTRACT

Background: Factors that influence the service response time in the Emergency Room (ER)
are the readiness of the officers’ number in the emergency room, high workload, knowledge
and skills of officers, and the high number of visits. Whereas factors that influence the
services waiting time include delays in transferring patients, the number of non-emergency
patients who enroll in the emergency room, the unavailability of beds and the intended
space, rate and accuracy in triage, long diagnostic support examinations and the length of
interview to medical consultants. Both of these factors affect the quality of service standards
in the emergency room both response time with a standard ≥ 5 minutes and service waiting
time based on triage criteria.

Method: Researchers conducted a literature study and passive observation. This research
design adopted a cross-study. In this systematic review, the research article utilized the RCT
research method and studies method with the data analysis applying meta-analysis.

Result: Based on a journal literature search using two databases, the ProQuest obtained N
= 5 journal articles and Ebsco with N = 3 journal articles, so that a total of N = 8 literary
journal articles with in-hospital, quality services or emergency services with advance search
time for journal publishing search keywords: Emergency department or Emergency room,
witing time and in hospital, response time and in 2015 - 2018, in the form of complete journal
articles, scholarly journals and English journal articles.

Conclusion: The findings of the collected article reveal that the response time and service
waiting time greatly affect the quality of emergency room service, therefore, research is
required.

Keywords: Emergency Room, Response time, Service waiting time, Service Standards, and
at the Hospital.