Why the Emergency Department Visit Decreased during the Covid-19 Pandemic? Case Study in Hospital, Malang Regency

During the 2020 Covid-19 pandemic, emergency department experienced a drastic decreasing visit that could disrupt hospital financing. This study was conducted to identify root cause of declining ED visit. The descriptively from FGD involving eight selected respondents, surveys on 83 patients regarding service perceptions and satisfaction, as well secondary data visits requests discharge against medical advice. results showed due patient's refusal treatment in isolation room, staff's skills provide communication education, potential cooperation termination partners. Those refusals were perception services differences patient needs health protocols resulted lack individual organizational communication. Hospitals need build education intensive strategies with partners communicate policies system changes so trust positive image are built.