Analisis Lama Waktu Tunggu Pelayanan Pasien Rawat Jalan Di Balai Kesehatan Mata Masyarakat Propinsi Sulawesi Utara

: Hospital has a mission to provide qualified health services and affordable by the community in order to improve public health; one of them was the short waiting time of patients. This study aimed to analyze the waiting time length (the arrival process, service, human resources) of outpatient services in the Public Eye Health Department of North Sulawesi. This study used a qualitative method by conducting interviews at 7 informants as the primary data; the secondary data were obtained from direct observation / observation in the Public Eye Health Department of North Sulawesi. The results showed that the patients' arrivals occurred before the registration counter was opened and most patients came with their families. During the service process there were some problems inter alia the patient did not bring his/her file/guarantee completely; the number of the registration booths were limited due to lack of staff; disrupted internet connection; as well as limited human resources who were experts in the field of refraction and medical records. Conclusion: The waiting time in the Public Eye Health Department of North Sulawesi was still quite long (> 60 minutes) due to the overload patients, lack of personnel at the registration booth, disrupted internet connection, delayed of distribution of medical record files, limited available rooms, and limited human resources that were expertised in the field of refraction and medical record