Analysis of the Use of Self-Registration Platforms (APM) on the Effectiveness of Outpatient Registration at Bandung Kiwari Hospital

Abstract

One way to improve the quality and efficiency of hospital administration services is to carry out digital transformation. One of the innovations implemented is the Self-Registration Platform (APM), which aims to speed up the process of registering outpatients independently. This study aims to analyze the extent to which APM contributes to the effectiveness of the outpatient registration process at Bandung Kiwari Hospital. The method used in this study is qualitative descriptive with a case study type, through direct observation, in-depth interviews with key informants, and documentation analysis of registration data from October 2024 to March 2025. The results showed that APM users experienced a significant increase, showing early success in patient education and mentoring. However, the system still faces challenges such as limited integration with the Participant Eligibility Letter (SEP), biometric constraints, and uneven digital literacy among patients. Elderly patients and patients with special needs tend not to be able to access APM independently. Therefore, APM is considered quite effective in accelerating services for certain groups, but still requires technical development, socialization, and system integration in order to support comprehensive and sustainable services.