Analysis of Factors Affecting the Decline in Clinical Patient Visits at the Health and Environmental Laboratory Unit of the Riau Provincial Health Office in 2025

Abstract

Abstract The decrease in the number of clinical patient visits is a strategic challenge in improving the quality of health laboratory services. Service data shows a 43.5% decrease in clinical patient visits in 2024, despite an increase in environmental service visits. This study aims to analyze the factors that affect the decrease in clinical patient visits at the Health and Environment Laboratory Unit of the Riau Provincial Health Office. The research uses a qualitative approach through in-depth interviews, observations, and document review of the main informants (Clinical Service Officers and Doctors) and supporting informants (Registration Officers and Clinical Patients). Data analysis is carried out by triangulating sources, methods, and data to obtain the validity of the results. The findings show that the decrease in clinical patient visits is influenced by the lack of promotion of laboratory services, low communication competence of frontliner officers or lack of knowledge about excellent service, inconvenience of waiting rooms, limited digital means of services (including the unavailability of electronic medical record systems), and weak referral networks with other health facilities. Recommended improvement efforts include improving the competence of clinical service human resources, optimizing service promotion, improving waiting room facilities, developing digital service systems, and strengthening referral networks. Improving the quality of services as a whole is expected to be able to restore the number of clinical patient visits and increase public satisfaction with regional laboratory services. Keywords: Clinical services; service quality; patient visits; health laboratories; Patient satisfaction