The Effect of Outpatient Service Digitalization on Patient Waiting Time Among Patients with Diabetes Mellitus at Royal Prima General Hospital Medan
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Abstract
The development of information technology in the healthcare sector has driven the digital transformation of hospital services, including outpatient care. Service digitalization such as online registration, electronic queue systems, and electronic medical records is expected to improve service flow efficiency and reduce patient waiting time. This study aims to empirically analyze the effect of outpatient service digitalization on the waiting time of Diabetes Mellitus patients at Royal Prima General Hospital Medan. This study used a quantitative design with a cross-sectional approach. The study population consisted of 2,940 outpatient Diabetes Mellitus patients, with a sample of 352 respondents determined using the Slovin formula and simple consecutive sampling technique. Data were collected through questionnaires to measure the level of service digitalization and observation of patient waiting time. Data analysis was conducted using univariate and bivariate methods with the Chi-Square test at a 95% confidence level. The results showed that most outpatient service digitalization was categorized as good, and most patient waiting times were within the standard of ≤60 minutes. Bivariate analysis indicated a significant effect between outpatient service digitalization and waiting time of Diabetes Mellitus patients (p-value < 0.05). Outpatient service digitalization at Royal Prima General Hospital Medan has been generally well implemented and significantly influences the waiting time of Diabetes Mellitus patients. The better the implementation of digitalization, the shorter the waiting time experienced by patients. It is recommended to enhance system integration, strengthen human resource capacity, and optimize the use of digital technology to further reduce waiting time and improve service quality.
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