The Effect of Outpatient Registration Services on Service Quality at Indra Medical Centre Hospital

Abstract

Registration is the initial process of the entire medical record documentation that will be conducted for patients during the provision of healthcare services, and it is considered one of the most crucial initial steps. This study aims to examine the effect of outpatient registration services on service quality at Indra Medical Centre Hospital. The method used is descriptive quantitative, with a sample of 94 outpatient respondents determined using Slovin’s formula. The data analysis, conducted using SPSS version 25, shows a very strong and significant relationship between registration services and service quality, with a correlation coefficient of 97.9% and a coefficient of determination of 95.8%. The background issue of this study is the presence of obstacles in the patient registration administrative process, including delays in data recording, inaccurate patient identity information, and delays in integrating medical record data. These issues result in delayed follow-up medical services and decreased patient satisfaction. Based on these findings, it is recommended that Indra Medical Centre Hospital improve the efficiency of its registration system, strengthen staff training for registration personnel, and optimize the integration of medical record data to enhance patient satisfaction and overall service quality.