Comparison of Online Queue Registration System and Manual Registration for BPJS Patients at the Hospital

Abstract

Patient registration services are one of the essential components in a hospital’s healthcare system. This study aims to compare the effectiveness of the online queue registration system with the manual registration system for BPJS patients at Hospital X. This research uses a descriptive qualitative method with an observational approach involving 30 online registrants and 30 manual registrants. The results show that the online registration system has advantages in terms of registration speed, waiting time efficiency, and ease of access for tech-savvy patients. However, the manual system is still necessary for elderly patients or those less familiar with technology. In terms of participation, the number of online registrants was slightly higher than manual registrants, indicating a fairly good level of technology adoption. In the aspect of accountability, the online system proved to be more efficient with an average total waiting time of 20 minutes compared to 27.33 minutes for the manual system. The aspects of sustainability and equity also indicate that a hybrid system (combining online and manual methods) is the best solution to ensure equitable access to healthcare services. This study recommends strengthening digital literacy among patients and developing sustainable and inclusive information systems.