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All Journal Martabe : Jurnal Pengabdian Kepada Masyarakat Jurnal Abdi Kesehatan dan Kedokteran
Hutagaol, Dewi A. L.
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Agriculture, Biological Sciences & Forestry Arts Humanities Dentistry Education Health Professions Immunology & microbiology Medicine & Pharmacology Nursing Public Health Social Sciences

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Pelatihan Manajemen Antrian untuk Meningkatkan Efisiensi Pelayanan di Puskesmas Saitnihuta: Queue Management Training to Improve Service Efficiency at Saitnihuta Community Health Center Gaol, Crisna Lumban; Hutagaol, Dewi A. L.; Siboro, Kino
Jurnal Abdi Keperawatan dan Kedokteran Vol 4 No 2 (2025): Jurnal Abdi Kesehatan dan Kedokteran
Publisher : Chakra Brahmanda Lentera Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55018/jakk.v4i2.82

Abstract

Queue management is a common challenge faced by primary healthcare facilities such as community health centers (Puskesmas), leading to prolonged patient waiting times and low service satisfaction. One solution to improve service efficiency is through queue management training for healthcare workers and administrative staff. The aim of this community service activity was to enhance understanding and skills in managing queuing systems to create a more structured and responsive service flow that meets patient needs. This community engagement activity utilized a participatory-educational approach and was conducted at Saitnihuta Public Health Center, Doloksanggul Subdistrict, Humbang Hasundutan Regency. The implementation methods included initial observations, training module development, interactive discussions, and hands-on simulations of queue system implementation. A total of 26 participants, consisting of medical personnel and administrative staff, took part in the training. Evaluation was conducted through pre- and post-tests, as well as satisfaction surveys to assess the effectiveness of the training. The results showed that all participants completed the training and actively engaged in the activities. Participants were able to understand the basic concepts of queue management, identify effective management strategies, and demonstrated enthusiasm in implementing changes such as separating service flows and utilizing simple queueing technologies. There was a notable improvement in both understanding and readiness to implement more efficient queuing strategies. The queue management training successfully improved participants’ knowledge and awareness of the importance of effective queue management. It is recommended that similar training be conducted regularly and accompanied by follow-up mentoring to ensure the sustainability of efficient and patient-friendly service systems.
PENINGKATAN KEPUASAN PENGGUNA MELALUI EDUKASI PEMANFAATAN APLIKASI MOBILE JKN PADA PASIEN BPJS DI RSUD DOLOKSANGGUL Siboro, Kino; Hutagaol, Dewi A. L.; Lumban Gaol, Crisna; Purba, Dewi
Martabe : Jurnal Pengabdian Kepada Masyarakat Vol 9, No 1 (2026): MARTABE : JURNAL PENGABDIAN KEPADA MASYARAKAT
Publisher : Universitas Muhammadiyah Tapanuli Selatan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31604/jpm.v9i1.%p

Abstract

Pelayanan kesehatan berbasis digital merupakan strategi penting dalam meningkatkan efektivitas dan kualitas layanan publik. Aplikasi Mobile JKN dikembangkan oleh BPJS Kesehatan sebagai inovasi untuk mempermudah akses pelayanan bagi peserta Jaminan Kesehatan Nasional. Namun, rendahnya literasi digital dan kurangnya pemahaman pasien menyebabkan pemanfaatan aplikasi ini belum optimal. Kegiatan pengabdian masyarakat ini bertujuan untuk meningkatkan pengetahuan, keterampilan, dan kepuasan peserta BPJS melalui edukasi dan pelatihan penggunaan aplikasi Mobile JKN di RSUD Doloksanggul. Kegiatan dilaksanakan pada Maret 2024 dengan melibatkan 96 peserta yang terdiri dari pasien BPJS, keluarga pasien, dan petugas pelayanan. Metode yang digunakan meliputi penyuluhan, demonstrasi langsung, dan praktik penggunaan aplikasi. Evaluasi dilakukan melalui observasi kemampuan peserta dalam mengoperasikan fitur dasar aplikasi Mobile JKN serta pengukuran peningkatan kualitas layanan berdasarkan lima dimensi service quality, yaitu tangible, reliability, responsiveness, assurance, dan empathy. Hasil kegiatan menunjukkan adanya peningkatan pemahaman dan keterampilan peserta dalam menggunakan aplikasi Mobile JKN. Persentase peningkatan tertinggi terdapat pada dimensi responsiveness sebesar 85,4%, diikuti oleh tangible (81,3%), reliability (77,1%), assurance (72,9%), dan empathy (70,8%). Temuan ini menunjukkan bahwa edukasi dan pelatihan mampu meningkatkan literasi digital masyarakat serta memperkuat kualitas pelayanan berbasis aplikasi di fasilitas kesehatan. Kegiatan ini berkontribusi dalam mendukung transformasi digital pelayanan kesehatan dengan meningkatkan kepuasan dan kemandirian peserta BPJS dalam mengakses layanan. Program edukasi berkelanjutan direkomendasikan sebagai strategi untuk mempertahankan dan meningkatkan efektivitas pemanfaatan aplikasi Mobile JKN.
Co-Authors Gaol, Crisna Lumban Lumban Gaol, Crisna Purba, Dewi Siboro, Kino