Development and Education on a Queue Information System to Improve Patient Satisfaction at Community Health Centers (PUSKESMAS)
DOI:
https://doi.org/10.37278/bhaktikaryadaninovatif.v6i1.1468Keywords:
Queue Information System, Patient Satisfaction, Waiting Time, Primary Healthcare, Service EfficiencyAbstract
One of the indicators of successful services at a Community Health Center (Puskesmas) is patient satisfaction, which is influenced by service speed, orderliness, and comfort. This study aimed to develop and implement a queue information system and evaluate its impact on service performance and patient satisfaction at Ballaparang Community Health Center. A quasi-experimental pre–post evaluation design was applied. Observations were conducted for five service days before and five service days after system implementation. Patient satisfaction surveys were administered to 40 patients before and 40 patients after implementation using a 5-point Likert scale. The results showed that the average waiting time decreased from 58 minutes to 37 minutes (36.2% reduction). The overall patient satisfaction score increased from 3.0 to 4.2. Queue-related complaints decreased from 7 to 2 cases per week. These findings indicate that the developed queue information system significantly improved service efficiency and patient satisfaction. The integration of system development and staff education strengthens the sustainability of digital transformation in primary healthcare services.
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Copyright (c) 2026 Asmirati Yakob, Alfiah Ramadhani Amran, Rini Damayanti, Hatma, Sri Wahyuningsih
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