In a hospital, time often feels as though it passes more slowly than\nactual seconds. For a healthy person, waiting may merely be a matter of\npatience. But for those enduring pain, accompanying a sick family\nmember, or bringing a young child for treatment, every minute carries\nfar greater weight. It is in the waiting room that the quality of public\nservice is truly tested.<\/p>\n
That is why, when the Surabaya City Government overhauled the queuing\nsystem and pharmacy services at Dr Mohamad Soewandhie Regional Public\nHospital, it was not just the service flow being fixed. More than that,\nthe government was striving to restore certainty, a sense of fairness,\nand public trust in healthcare services.<\/p>\n
The move came after various inputs from residents were submitted\nthrough the Lapor Cak Eri complaints channel. From that evaluation, a\nnumber of issues were identified that appeared simple but had a major\nimpact on the patient experience, ranging from queue backlogs, unclear\nwaiting areas, to lengthy service times for non-compounded\nmedicines.<\/p>\n
The city government then responded with more measured improvements,\nincluding arranging queues based on arrival time, separating waiting\nrooms, accelerating pharmacy services, and providing compensation if\nservice time standards were not met.<\/p>\n
These improvements serve as an example that the quality of healthcare\nservices is not always determined by constructing new buildings or\nprocuring expensive medical equipment. Small improvements in service\nmanagement often have an impact that is directly felt by the public.<\/p>", "url": "https:\/\/jawawa.id\/newsitem\/organising-hope-from-the-waiting-room-1784598819", "image": "" }, "sponsor": "Okusi Associates", "sponsor_url": "https:\/\/okusiassociates.com" }