The Use of Electronic Medical Records to Support Service Efficiency at the Pulmonary Polyclinic of Bhayangkara Level II Sartika Asih Hospital, Bandung

Abstract

The aim of this study is to evaluate the implementation of Minimum Service Standards at Bhayangkara Level II Sartika Asih Hospital in Bandung, with a specific focus on outpatient waiting times and the contributing factors to service delays. A quantitative research method with a descriptive approach was employed. Data were collected through observations and interviews with four key informants. The findings reveal that since January 2025, the hospital has set a standard outpatient waiting time of less than 60 minutes. However, observational data from 70 patients indicate that only 47% were served within this standard, while 33% experienced waiting times of 60 minutes or more. The main factors contributing to prolonged waiting times include the registration process, issues with the Electronic Medical Record (EMR) system, and the occurrence of duplicate medical records.