Analysis of the Effectiveness of an Online Queue System in Reducing Outpatient Waiting Time at Setio Husodo Hospital Kisaran in 2025
DOI:
https://doi.org/10.35451/89x1td17Keywords:
Online Queue System, Waiting Time, Effectiveness, Diffusion of Innovation, Outpatient CareAbstract
Background: Outpatient waiting time is one of the hospital service quality indicators that still frequently exceeds the standard of ≤60 minutes, with the average waiting time remaining in the range of 80–90 minutes. This study aimed to analyze the effectiveness of the online queue system in reducing outpatient waiting time and to examine the influence of innovation attributes based on Diffusion of Innovation Theory, namely relative advantage, compatibility, complexity, trialability, and observability.Objective: This study aimed to analyze the effectiveness of the online queue system in reducing outpatient waiting time at Setio Husodo Kisaran Hospital in 2025. Methods: This study used a quantitative analytic design with a cross-sectional approach. A total of 97 respondents were selected using probability sampling techniques. Data were collected through questionnaires and analyzed using logistic regression tests. Results: The bivariate analysis showed that relative advantage (p = 0.001), compatibility (p = 0.003), trialability (p = 0.002), and observability (p = 0.001) had a significant effect on the effectiveness of the online queue system in reducing patient waiting time (p < 0.05). Meanwhile, complexity had a significant negative effect on system effectiveness (p = 0.004). Multivariate analysis indicated that the most dominant variable influencing system effectiveness was relative advantage.
Conclusion: This study concludes that the effectiveness of the online queue system is strongly influenced by users’ perceptions of relative advantage, compatibility, ease of use, trialability, and observability. Optimization of application features, improved socialization, and simplification of the system are needed to enhance service effectiveness and reduce waiting times in accordance with national standards.
Downloads
References
[1] Amelia, M. (2023) Analisis Sistem Informasi Layanan Antrian Online Pasien Rawat Jalan RSUD Haji Makassar, https://doi.org/10.61132/corona.v1i4.165
[2] Afifah, R., & Ariance, Y. (2022). Faktor-Faktor Waktu Tunggu Penyediaan Dokumen Rekam Medis Rawat Jalan Di Rumah Sakit X Tahun 2022. Prosiding Seminar Informasi Kesehatan Nasional, 231–237. http://ojs.udb.ac.id/index.php/sikenas/article/view/1761
[3] Angelita, M., Lukman, S., Tahir, I., Krech, D., & Kesehatan, J. (2021). Inovasi Dan Efektivitas Pelayanan Kesehatan. 9(2), 292–305
[4] Astiena, A. K., Hadiguna, R. A., Iswanto, A. H., Hardisman, H., Irfan, D., & Hariselmi, H. (2020). Sistem Penjadwalan Poliklinik Rawat Jalan Berbasis Manajemen Lean di RSUD Kota Padang. Jurnal Warta Pengabdian Andalas, 27(4), 235–244. https://doi.org/10.25077/jwa.27.4.235-244.2020
[5] Caisar, D. (2020). Sistem Informasi Manajemen Layanan Antrian Pasien di Rumah Sakit UAD.
[6] Cici Rahayu Br Damanik. (2024) Analisis hubungan motivasi kerja dan stress kerja pada perawat di ruang rawat inap RS Setio Husodo Kisaran, MAHESA: Malahayati Health Student Journal.
[7] Fatma, H. A., & Tyan, S. (2021). Analisis Lean Healthcare Guna Meminimasi Waste Pada Poliklinik Penyakit Anak. Journal of Medical Practice Management, 23(6), 339–341.
[8] Harun, D. N. A., Rares, J. J., & Mambo, R. (2022). Inovasi Dalam Pelayanan Publik (Studi Pada Sistem Layanan Online Di Dinas Kependudukan Dan Pencatatan Sipil Kota Manado). Jurnal Administrasi Publik, Vol. VII(116), 10–17.
[9] Ibtisamah S. Pahami pentingnya medical check up untuk antisipasi penyakit [Internet]. 2022 [cited 2023 Jul 7]. Available from: https://ners.unair.ac.id/site/index.php/news-fkp-unair/30lihat/2574pahami-pentingnya-medical-check-up-untuk-antisipasi-penyakit.
[10] Imran, I., Yulihasri, Y., Almasdi, A., & Syavardie, Y. (2021). Dampak Kualitas Pelayanan Terhadap Kepuasan Pasien Puskesmas. Jurnal Penelitian Dan Pengembangan Sains Dan Humaniora, 5(3), 389. https://doi.org/10.23887/jppsh.v5i3.40846
[11] Jannah, M., Rizany, I., & Setiawan, H. (2020). Perbandingan Waktu Tunggu Dan Kepuasan Pasien Rawat Jalan Rsud Ratu Zalecha Martapura. Jurnal Perawat Indonesia, 4(2), 402. https://doi.org/10.32584/jpi.v4i2.577
[12] Junirianto, E. and Fadhliana, N. (2019) “Pengembangan Aplikasi Antrian Online Realtime Samarinda”, Sebatik, 23(2), 513-516.
[13] Karani, M., & Linggardini, K. (2020). Hubungan Pelayanan, Waktu Tunggu, dan Fasilitas dengan Kepuasan Pasien di Balai Pengobatan Puskesmas Kembaran 1. Jurnal Kesehatan, 13(1), 45–52. https://doi.org/10.24252/kesehatan.v13i1.13400
[14] Kemenkes. (2022). Indikator Nasional Mutu Pelayanan Kesehatan Tempat Praktik mandiri Dokter Dan Dokter Gigi, Klinik, Pusat Kesehatan masyarakat, Rumah Sakit, Laboratorium Kesehatan, Dan Unit transfusi darah. 1–94.
[15] Nadlif, Muhammad Naufal. (2023) “Model penurunan niat pindah kerja berbasis beban kerja dan lingkungan kerja (Studi CV. Jaya Setya Plastik)”, Universitas Islam Sultan Agung. Indonesia.
[16] Nurkhalisa, Razak, A. R., & Tahir, M. (2021). Inovasi Pelayanan Pengaduan Hotline Di Rumah Sakit Umum Daerah Kabupaten Pangkajene Dan Kepulauan. Journal Unismuh, 2(1), 202–216.
[17] Irawan. (2021). Perspektif Kompleksitas pada Pasien BPJS Rawat Jalan di Rumah Sakit Pantiwilasa Citarum Semarang. Jurnal Kesehatan Masyarakat FKM UNDIP, 7(4), 317–322.
[18] Salomi, M. J. A., & Clora, P. B. (2020). Adopting Healthcare Information Exchange among Organizations, Regions, and Hospital Systems toward Quality, Sustainability, and Effectiveness. Technology and Investment.
[19] Rogers E M. Diffusion of Innovations. Ed, New York, USA Free Press. 1983;4
[20] Zulaika, Z., Suhermi, S., & Soejoto, N. N. (2022). Hubungan Lama Waktu Tunggu Pelayanan Dengan Kepuasan Pasien Di Poli Umum Klinik Relof Tahun 2022. Jurnal Ilmiah Kesehatan, 14(2), 298–307. https://doi.org/10.37012/jik.v14i2.127
[21] Fitrianto, A. E., Maulindar, J., & Pradana, A. I. (2022). Perancangan Aplikasi Antrian Pasien Pada Klinik Pratama Mta Surakarta Berbasis Mobile. Prosiding Seminar Nasional, 481– 487.
[22] Purba SU, Harefa K, Sitepu R. The Relationship Between Service Quality and Patient Satisfaction Following Caesarean Section Among JKN-PBI Patients at Grandmed Hospital Lubuk Pakam. JURNAL KESMAS DAN GIZI (JKG). 2025 Oct 30;8(1):509-14.
[23] Ritonga RR, Sujatmiko A, Maharani PS. The Role of an Integrated Administration System in Reducing Patient Waiting Times in the Emergency Department at Grandmed Hospital Lubuk Pakam in 2025. JURNAL KESMAS DAN GIZI (JKG). 2025 Oct 30;8(1):650-6.
Downloads
Published
Issue
Section
License
Copyright (c) 2026 Affan Solihin, Romauli Anna Teresia Marbun, Sri Melda Bangun
This work is licensed under a Creative Commons Attribution 4.0 International License.
Copyright in each article is the property of the Author.
