Evaluation of The Use of Online Queues as an Effort to Increase Effectiveness in The Registration Process at Hospital X

Abstract

The patient registration process, which tends to take a long time and long queues, are still the main problems in administrative services in various hospitals. As a solution to improve the quality of service, Hospital X began to implement an online queue system as an alternative to the manual registration system that has been used so far. This study aims to evaluate the extent to which the use of online queues can increase the effectiveness and efficiency in the patient registration process. The research method uses a qualitative descriptive approach with data collection techniques through field observation and interviews. In this study, it consisted of five patients who used a manual queue system, five patients who used online queues, and hospital registration officers. Researchers directly observed the length of waiting time experienced by each patient. The results of observations show that the average waiting time in the manual system reaches five minutes per patient, while in the online queue system it is only about one to two minutes. From the results of the interviews, most patients stated that the online system felt easier to register, as well as reduce queue time which is often tiring. However, there are still obstacles such as difficulty in using it for elderly patients who are not used to using modern digital devices. The results of this study show that the implementation of the online queue system has a positive impact in speeding up services and increasing overall patient satisfaction. In order for the benefits to be optimal and can be felt by all parties, it needs to be balanced with user education, as well as assistance for patients who are not familiar with digital technology. Digitization of services must be carried out comprehensively so that it can be accessed fairly, equitably, and inclusively by all patients from various social backgrounds.