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p-Index From 2021 - 2026
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All Journal Journal of Health Service Administration and Hospital Management
Mila Sari
STIKES Dharma Landbouw Padang
Health Professions

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Optimization of Outpatient Administrative Workflow in the Digital Era: A Comparative Analysis of Registration Waiting Times via the Mobile JKN Application vs. On-Site Registration Antik Pujihastuti; Mila Sari
Journal of Health Service Administration and Hospital Management Vol. 1 No. 1 (2025): January, 2025
Publisher : CV. Get Press Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.69855/jhsah.v1i1.347

Abstract

The digitalization of healthcare is crucial for improving service efficiency, a necessity highlighted by administrative burdens in Indonesia's JKN-KIS program causing long patient waiting times. This study addresses the need for quantitative evidence by comparing the operational efficiency of Mobile JKN application (Digital Pathway) versus conventional on-site registration (Physical Pathway). Using an ex-post facto quantitative comparative design on aggregated secondary RWT data from official health reports (2020–2025; N=170,995), the analysis employed the non-parametric Mann-Whitney U Test. Results showed a statistically significant difference (p < 0.001), with the Mobile JKN RWT averaging 5.38 minutes compared to 18.91 minutes for the on-site method. This represents a substantial efficiency gain, quantified by a very large effect size (Cohen's d = 3.15). The findings validate Mobile JKN as an effective parallel service channel for mitigating system bottlenecks. Implications include justifying health policy mandates for digital adoption and supporting the revision of Minimum Service Standards. Future research should focus on end-to-end service time analysis and sustained digital adoption drivers.
The Influence of KARS Accreditation Status (Paripurna vs. Non-Paripurna) on Patient Satisfaction Ratings: A Case Study of Public Sentiment Analysis on Google Maps Reviews Rafika Aini; Mila Sari
Journal of Health Service Administration and Hospital Management Vol. 1 No. 2 (2025): July, 2025
Publisher : CV. Get Press Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.69855/laceri.v1i2.429

Abstract

The quality stability of healthcare services in Indonesia is critically influenced by the Hospital Accreditation Commission (KARS) certification, which functions as a formal regulatory system ensuring compliance with national standards. Despite this, a gap persists between formal accreditation status (Paripurna vs. Non-Paripurna) and actual patient satisfaction, particularly as reflected in public sentiment on digital platforms like Google Maps. This study aims to analyze the correlation between KARS accreditation levels and patient satisfaction ratings derived from sentiment analysis of over 50,000 Indonesian-language Google Maps reviews spanning 2020–2025. Employing a quantitative correlational design, the research integrates ordinal accreditation data and sentiment classification results generated through advanced machine learning methods (LSTM/Naïve Bayes). The analysis utilized Spearman’s rank correlation to assess the association between hospital accreditation status and aggregated sentiment scores. Findings reveal a statistically significant but weak positive correlation (ρ = 0.215, p < 0.001), indicating that higher formal accreditation does not strongly predict better patient-perceived quality. Negative sentiments notably cluster around non-technical service issues such as staff empathy and administrative delays, highlighting deficiencies unaddressed by the accreditation framework. These results suggest the need for hospital management and policymakers to incorporate digital patient feedback as a critical complement to traditional quality assurance measures. The study advocates for integrating Patient Reported Experience Measures (PREMs) from online sources into KARS standards and encourages future research using diagnostic tools like Root Cause Analysis to target underlying causes of patient dissatisfaction. This comprehensive approach aims to close the gap between institutional compliance and patient experience, promoting sustainable improvements in healthcare service quality in Indonesia.
Co-Authors Antik Pujihastuti Rafika Aini