Hanny Pradany Putry (1), Lailul Mursyidah (2)
General background: Digital transformation in public healthcare services is essential for efficiency and transparency. Specific background: RSUD Sidoarjo introduced the SANTRI application as an integrated hospital administration and queue system to streamline healthcare services. Knowledge gap: Despite its implementation, limited studies have comprehensively assessed its multidimensional role in improving service delivery. Aims: This study evaluates SANTRI based on program understanding, timeliness, target accuracy, tangible change, and goal achievement. Results: Findings reveal SANTRI accelerated administrative processes, reduced physical queues, integrated medical records, and improved patient satisfaction, though challenges persist in digital literacy, accessibility for vulnerable groups, and system optimization. Novelty: This study provides an in-depth evaluation of SANTRI within the framework of Sutrisno’s effectiveness theory, offering contextual evidence of digital service transformation in regional hospitals. Implications: The results underline the importance of strengthening digital literacy, accessibility, and system integration to sustain healthcare digitalization and present SANTRI as a replicable model for other hospitals in Indonesia.
Highlights:
Keywords: SANTRI Application, Healthcare Digitalization, Queue System, Service Quality, RSUD Sidoarjo
[1]N. Maryam, “Mewujudkan Good Governance Melalui Pelayanan Publik,” J. Ilmu Polit. dan Komun., vol. 6, no. 1, pp. 1–18, 2016.
[2] B. Chapter, “Book Chapter Fk_Reduced,” 2011.
[3] D. I. Hadi, Kebijakan Manajemen Pelayanan Kesehatan, Yogyakarta: Deepublish, 2020, p. 276.
[4] M. R. M. Lestari, “Metode Pengajaran Bahasa Arab,” J. Ekon. Region., vol. 19, no. 19, p. 19, 2009.
[5] H. Margareth, “UU No. 25 Tahun 2009 Pelayanan Publik,” Ekonomika Regiona, p. 32, 2017.
[6] Udinus Semarang, Etika Profesi dan Legalitas Tenaga Kesehatan, 2022. [Online]. Available: https://repository.dinus.ac.id/docs/ajar/mik_4_esensi_etika_profesi_rmik_baru_5.pdf
[7] Kementerian Kesehatan RI, “Permenkes Puskesmas,” 2024.
[8] F. A. Gustaman, “Aksesibilitas Masyarakat Miskin Pengguna KIS terhadap Layanan Kesehatan Pemerintah,” 2009.
[9] M. S. Ummah, “Analisis Kesehatan Lansia di Rumah,” Sustainability, vol. 11, no. 1, pp. 1–14, 2019.
[10] N. S. Rahayu, Y. Solihat, and E. Priyanti, “Efektivitas Dinas Tata Ruang dan Permukiman dalam Program Rehabilitasi Rumah Tidak Layak Huni Kabupaten Purwakarta,” Din. J. Ilm. Ilmu Adm. Negara, vol. 8, no. 1, pp. 77–90, 2021.
[11] R. W. R. Wardani, I. N. Muhammad, A. Z. Abidin, and D. Setiawan, “Optimalisasi SIM-RS dalam Pendaftaran Pasien Online di RSUD SLG Kediri,” J. Kreat. dan Inov. (Kreanova), vol. 2, no. 3, pp. 93–97, 2022, doi: 10.24034/kreanova.v2i3.5343.
[12] Syaifullah, “Analisis Sistem Antrian Guna Meningkatkan Efektivitas Pelayanan pada Rumah Sakit Islam Ibnu Sina Pekanbaru,” Manaj. Fak. Ekon., pp. 4–10, 2010.
[13] Y. M. P. Rahayu, “Analisis Sistem Antrian Guna Meningkatkan Efektivitas Waktu Pelayanan pada Loket Pendaftaran Rawat Jalan RSU Jampang Kulon,” 2020, p. 70.
[14] J. Beno, A. Silen, and M. Yanti, “Analisis Kesehatan Lansia di Rumah,” Braz. Dent. J., vol. 33, no. 1, pp. 1–12, 2022.
[15] R. Sugiyana, D. Kurniansyah, and M. F. Rizki, “Efektivitas Program Keluarga Harapan dalam Rangka Penanggulangan Kemiskinan di Kecamatan Rengasdengklok,” JISIP J. Ilmu Sos. dan Pendidikan, vol. 6, no. 1, pp. 2338–2344, 2022, doi: 10.36312/jisip.v6i1.2827.
[16] Pemerintah Pusat, “Peraturan Presiden Nomor 95 Tahun 2018 tentang Sistem Pemerintahan Berbasis Elektronik,” 2018.
[17] F. T. Syaputra, “Efektivitas Program Pembinaan dan Pengawasan Laporan Kegiatan Penanaman Modal oleh DPMTPSP Kota Surabaya,” VISA J. Vis. Ideas, vol. 4, no. 3, pp. 2024–2033, 2024, doi: 10.47467/visa.v4i3.3712.
[18] T. M. Pipit, A. Dyah, N. S. Sukma, H. Tommy, and S. W. Sri, “Pengaruh Pengelolaan Kelas terhadap Efektivitas Proses Pembelajaran,” 2020, pp. 10–45.
[19] U. Madjid and A. U. Umar, “Efektivitas Program Pelatihan Kerja pada Dinas Penanaman Modal, PTSP dan Tenaga Kerja Kabupaten Bulukumba,” J. Acad. Praja, vol. 6, no. 2, pp. 340–352, 2023, doi: 10.36859/jap.v6i2.1738.
[20] A. H. Aniq, S. Shahira, L. Fitriana, and R. Anisykurlillah, “Efektivitas Pelayanan Kesehatan bagi Peserta BPJS di Puskesmas Kalirungkut,” VISA J. Vis. Ideas, vol. 4, no. 3, pp. 1633–1648, 2024, doi: 10.47467/visa.v4i3.3224.
[21] F. L. Zahroh and F. Hilmiyati, “Indikator Keberhasilan dalam Evaluasi Program Pendidikan,” Edu Cendikia J. Ilm. Kependidikan, vol. 4, no. 3, pp. 1052–1062, 2024, doi: 10.47709/educendikia.v4i03.5049.