Implementation of Services in Emergency Installations
Manajemen Kebijakan Kesehatan
DOI:
https://doi.org/10.37287/picnhs.v6i2.80Keywords:
emergency room, hospital, overcrowded, service quality, triageAbstract
The Emergency Department (ER) is a vital unit in hospital services because it provides immediate treatment for patients in critical condition. However, the ER of Urip Sumoharjo Hospital , Lampung Province, faces the challenge of overcrowding . Based on data from June 2025, the number of ER patient visits reached an average of 182 patients per day, while the bed capacity was only 35 units. This situation has an impact on increasing patient waiting times of more than 2 hours and decreasing satisfaction with services. Objectives: To find out the implementation of services in the Emergency Department, identify problems that occur, and formulate strategic solutions . Method: Qualitative research using an interview guide as an instrument. The informants in this study consisted of the Head of the Emergency Room, the attending physician, and the head of the service team. Results: The results showed that overcrowding was caused by high patient visits, limited inpatient beds, a suboptimal triage system , and the lack of specific SOPs for full conditions . Conclusion: emphasizes the need for the preparation of overcrowded SOPs , triage officer training, case placement managers , and public education regarding the emergency department's service flow. This strategy is expected to improve the effectiveness and quality of emergency department services.
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