FAKTOR-FAKTOR YANG BERHUBUNGAN DENGAN DURASI PELAYANAN RAWAT JALAN DAN KEPUASAN PASIEN: STUDI POTONG LINTANG DENGAN ANALISIS JALUR DI RS ISLAM ASY-SYIFAA BANDAR JAYA

Abstract

Digital transformation in healthcare services, including the implementation of Electronic Medical Records (EMR), has become an essential strategy for improving hospital service efficiency, as emphasized by (55) and Indonesian Ministry of Health Regulation No. 24 of 2022. At RS Islam Asy-Syifaa Bandar Jaya, which serves approximately 250 outpatients daily, persistent problems were identified, including registration queues, double entry between manual and electronic records, slow access to the hospital information system during peak hours, data input errors, and overlapping staff duties, all of which potentially prolong waiting times and reduce patient satisfaction. This study aimed to analyze the effect of EMR implementation, data access speed, staff accuracy, and human resource availability on outpatient service efficiency and its impact on patient satisfaction, based on (9) theory of service quality for service efficiency and (28) customer satisfaction theory for patient satisfaction. A quantitative observational cross-sectional design was applied, involving 120 outpatient respondents selected through consecutive sampling, using a Likert-scale questionnaire and analyzed with path analysis (SPSS 26). The results showed that EMR implementation (β=-0.258; p=0.000), staff accuracy (β=-0.293; p=0.000), and human resource availability (β=-0.399; p=0.000) significantly affected service efficiency (R²=0.898), while data access speed had no significant effect (p=0.060). Service efficiency significantly affected patient satisfaction (β=-0.464; p=0.000), with EMR and human resource availability also directly affecting patient satisfaction (R²=0.812). It is concluded that human resource availability was the most dominant factor in improving service efficiency, and service efficiency served as an important mediator of patient satisfaction. Hospital management is recommended to optimize EMR implementation, strengthen information system capacity, and plan staffing needs based on workload analysis (WISN) to improve service efficiency and patient satisfaction.