EFEKTIVITAS SISTEM ANTRIAN DIGITAL DALAM MENGURANGI WAKTU TUNGGU DI PUSKESMAS JAGIR SURABAYA

Abstract

Waiting time is one of the important indicators in assessing the quality of healthcare services. A digital queue system was developed to improve the efficiency of the registration process and reduce patient waiting time. This study aims to analyze the effectiveness of the digital queue system in reducing service waiting time at Jagir Health Center in Surabaya. The study uses a quantitative approach with a quasi-experimental design using a pretest-posttest setup. The research sample consisted of 60 patients divided into groups before and after the implementation of the digital queue system. Data were collected through observation of waiting times and patient experience questionnaires. Analysis was carried out descriptively and analytically using paired t-tests or Wilcoxon tests depending on the data distribution. The simulation results show that the average waiting time before implementing the digital queue system was 62.4 minutes, while after implementing the digital queue system it dropped to 38.7 minutes. The analysis results indicate that there is a significant difference in waiting time before and after implementing the digital queue system (p<0.001). Implementing a digital queue system has the potential to improve service efficiency and provide a better service experience for patients. The system needs to be supported by human resource readiness, technology infrastructure, and public socialization.