THE EFFECTIVENESS OF THE ONLINE REGISTRATION SYSTEM FOR OUTPATIENTS ON THE QUEUE SYSTEM AT XYZ HOSPITAL

Abstract

This study aims to evaluate the impact of the online outpatient registration system on the queuing process at XYZ Hospital Bandung. A quantitative approach was applied, with data collected through questionnaires distributed to 100 JKN Mobile users at the hospital. The findings indicate that the system’s effectiveness contributed 61.9% to improvements in the queuing process, showing generally positive outcomes. However, challenges remain in using the JKN Mobile application at XYZ Hospital Bandung, including: (1) limited understanding of the application among BPJS Kesehatan patients, and (2) insufficient information and promotion from the hospital regarding the application’s use. To address these issues, it is recommended that XYZ Hospital Bandung: (1) collaborate with BPJS Kesehatan to conduct an educational campaign highlighting the JKN Mobile app's benefits and features, and (2) consistently implement the online registration system for outpatient services.