Background: The increasing number of patient visits in primary healthcare centers in Surabaya causes long duration of queue in a registration counter. To solve this problem, Surabaya Government has created an online registration system in each health service provider. The e-health is expected to give a positive impact on reducing the queue traffic at the registration counter.Aim: This study identified whether the online registration system or e-health which has been implemented by primary healthcare centers in Surabaya City is successful or not.Method: This study was a literature review which collected articles from Google Scholar databases published from 2015 until 2019. Fourteen articles were collected, but only 6 articles were discussed because of their relevant topics.Results: The review shows that e-health can simplify the process of patient registration and reduce patients’ waiting time for health service delivery. The success indicators of e-health program include its well-established system, effective information system, and excellent service for community. Obstacles found in the e-health implementation involve lack of thorough socialization of e-health. In turn, the community prefers a manual registration to e-health.Conclusion: The e-health service in primary healthcare centers in Surabaya City gives a positive effect on giving a fast and easy process in the registration procedure. However, there are still obstacles in implementing e-health due to lack of socialization. Keywords : queue, e-health, queuing time, primary healthcare centers.
Latar Belakang: Loket pendaftaran merupakan pelayanan pertama yang diberikan, yang dapat menentukan kepuasan pasien dan keinginan pasien untuk melanjutkan pelayanan selanjutnya. Puskesmas Pare merupakan puskesmas yang akan mengikuti serangkaian kegiatan akreditasi. Dalam serangkaian kegiatan akreditasi, dibutuhkan survei kepuasan pasien salah satu kepuasan pasien terhadap pelayanan di loket puskesmas. Tujuan: Penelitian ini bertujuan untuk memberikan gambaran tingkat kepuasan pasien terhadap pelayanan loket pendaftaran di Puskesmas Pare Kabupaten Kediri. Metode: Penelitian ini merupakan dengan pendekatan kuantitatif dan menggunakan desain peneilitian cross sectional. Populasi yang digunakan adalah semua yang berobat dan telah mendapatkan pelayanan di loket pada waktu penelitian berlangsung, yaitu sejumlah 100 pasien. Sampel yang digunakan adalah 80 pasien yang dipilih secara random. Metode pengumpulan data menggunakan kuesioner yang berasal langsung dari pihak Puskesmas Pare. Data yang terkumpul dianalisis menggunakan analisa univariat. Hasil: Hasil penelitian menunjukkan bahwa mayoritas pasien merasa sangat puas terhadap pelayanan loket di Puskesmas Pare. Namun, masih ada unsur yang harus dilakukan suatu upaya peningkatan dan/atau perbaikan pada unsur tersebut, yaitu unsur kenyamanan ruang tunggu. Kesimpulan: Kesimpulannya, gambaran tingkat kepuasan pasien terhadap pelayanan loket pendaftaran di Puskesmas Pare secara normatif sudah mencapai tingkat kepuasan ‘sangat puas’.
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