Pengaruh Implementasi Sistem Antrean Digital Terhadap Kepuasan Pasien pada Pelayanan Farmasi Puskesmas Cakranegara

Lalu Rusmika  Apriwijaya; Irwan  Hadi

doi:10.65065/hb6cgq75

Authors

Lalu Rusmika Apriwijaya Institut Kesehatan Yarsi Mataram Author
Irwan Hadi Institut Kesehatan Yarsi Mataram Author

DOI:

https://doi.org/10.65065/hb6cgq75

Keywords:

Digital Pharmacy Queue System; Patient Satisfaction; Pharmacy Services; Primary Healthcare; Healthcare Digitalization

Abstract

This study aimed to determine the impact of implementing a Digital Pharmacy Queueing System on patient satisfaction among those receiving pharmacy services at the Cakranegara Primary Health Center. A quantitative study using a one-group pre-test/post-test pre-experimental design was conducted, involving 100 patients receiving pharmacy services. Patient satisfaction was measured before and after the implementation of the Digital Pharmacy Queueing System using the Customer Satisfaction Score (CSAT) questionnaire. Data were analyzed using the Wilcoxon signed-rank test with a significance level of 0.05. The results showed that the implementation of the Digital Pharmacy Queueing System significantly increased patient satisfaction at the Cakranegara Primary Health Center pharmacy unit. The digitalization of pharmacy services is an effective strategy for enhancing service quality, operational efficiency, and patient-centered care in primary health facilities.

References

Agudelo, R., Granados, J., Ceballos, M., & Pereañez, J. A. (2025). Design and development of a mobile application for drug information and other health data for users and patients of pharmacies and outpatient pharmaceutical services. Exploratory Research in Clinical and Social Pharmacy, 20. https://doi.org/10.1016/j.rcsop.2025.100661

Chen, M., Guan, Q.-S., & Zhuang, J. (2024). Patient-centered lean healthcare management from a humanistic perspective. BMC Health Services Research, 24. https://doi.org/10.1186/s12913-024-11755-w

Christianti, I. I., Hardisman, & Yusri, E. (2025). Optimizing Outpatient Pharmacy Waiting Time at Andalas University Hospital: A 5M1E Framework Analysis. International Journal of Research and Review. https://doi.org/10.52403/ijrr.20250680

Destya, M., Muhardia, M., & Aspirantia, T. (2025). The Integrative Role of Innovative Technology and Management Strategy in Enhancing the Quality of Community Health Center Services. International Journal of Research Publication and Reviews. https://doi.org/10.55248/gengpi.6.0625.2378

Dirna, F. C., Rahayu, A. D., Fadwati, A. D., Halim, A., Hadiansyah, A., Ramadhanti, D., & Baskoro, S. E. (2025). Metode Penelitian Kuantitatif: Konsep dan Metode. Star Digital Publishing.

Furere, S. M., Absolomon, G., Umutoni, N., Umuhoza, S. M., Rubuga, F., Nsaba-Uwera, Y. D., Muhoza, P. S., Hitimana, R., Condo, J., & Humuza, J. (2026). Digital Primary Health in Rwanda: Qualitative Study of User Experiences and Implementation Lessons From Babyl’s Telemedicine Platform. Journal of Medical Internet Research, 28. https://doi.org/10.2196/84832

Haro, A., Judijanto, L., Kristina, K., Anggraeni, A. F., Priyanto, P., Priyanto, A., & Utami, R. N. (2026). Metode penelitian kuantitatif: Teori dan penerapan praktis analisis data berbasis studi kasus. PT. Sonpedia Publishing Indonesia.

Kilpatrick, K., Paquette, L., Jabbour, M., Tchouaket, E., Fernandez, N., Al Hakim, G., Landry, V., Gauthier, N., Beaulieu, M.-D., & Dubois, C.-A. (2020). Systematic review of the characteristics of brief team interventions to clarify roles and improve functioning in healthcare teams. PloS One, 15(6), e0234416. https://doi.org/10.1371/journal.pone.0234416

Lestari, I. S., Setyowati, E., & Rosnarita, I. A. (2026). Analysis of Patient Satisfaction Levels Toward the Implementation of Electronic Prescribing (E-Prescribing) in the Outpatient Department of Jekulo Kudus Community Health Center. Advances in Healthcare Research. https://doi.org/10.60079/ahr.v4i1.713

Milošević, G., Neškov, L., Nikić, S., Marinković, V., Odalović, M., & Krajnović, D. (2025). Customer satisfaction with community pharmacy services. Arhiv Za Farmaciju. https://doi.org/10.5937/arhfarm75-59747

Muliati, Ramli, A., & Hafsa, A. (2024). Relationship Between E-Prescription System Implementation Toward Pharmacy Service User Satisfaction at Labuang Baji Regional Hospital, Makassar. International Journal of Health Sciences and Research. https://doi.org/10.52403/ijhsr.20241054

Nirmala, N., Aminingsih, P., & Rinaldi, E. A. (2026). The Analysis of Determinants Affecting Patient Waiting Time Perception: The Outpatient Pharmacy Installation of Hospital X Bekasi City Indonesia. International Journal of Health and Pharmaceutical (IJHP). https://doi.org/10.51601/ijhp.v6i1.573

Sembiring, G., Saragi, S., & Amyulianthy, R. (2025). Improving Hospital Pharmacy Service Quality Using Lean Management Principles. Sciences of Pharmacy. https://doi.org/10.58920/sciphar0403346

Situmorang, B., Wisuda, A. C., Herlina, H., & Febriantika, F. (2026). Digital Transformation of BPJS Primary Healthcare Administration: A Qualitative Study of E-Module Implementation and Service Quality Improvement. Contagion: Scientific Periodical Journal of Public Health and Coastal Health. https://doi.org/10.30829/contagion.v8i1.25943

Wang, X., Wu, D., & Moyle, W. (2026). Artificial intelligence for educating family caregivers of people with dementia: A mixed methods systematic review. Geriatric Nursing, 70. https://doi.org/10.1016/j.gerinurse.2026.104019

Wang, X., Zhang, R., Gao, Z., Xia, M., Zhang, S., Ge, L., Zhu, Y., Jin, H., Pan, S.-D., Zheng, M., Chen, C., & Zhang, X. (2025). Patient-Centered Outpatient Process Optimization System Based on Intelligent Guidance in a Large Tertiary Hospital in China: Implementation Report. JMIR Medical Informatics, 13. https://doi.org/10.2196/60219

Wilson, E., Hull-Bailey, T., Goodman, S. S., Sinjani, M., Chintolo, E., Deula, R., Mwandira, K., Nkhoma, D., Zailani, G., Rao, A., Chiume, M., & Heys, M. (2025). Adapting a digital quality improvement system (Neotree) for newborn care in primary health centres and community hospitals: a mixed-methods implementation study in Malawi. Global Health Action, 18. https://doi.org/10.1080/16549716.2025.2560716

Yakob, A., Amran, A., Damayanti, H. S. R., Manajemen, W., Kesehatan, P. I., & Megarezky, M. I. K. (2026). Development and Education on a Queue Information System to Improve Patient Satisfaction at Community Health Centers (PUSKESMAS). Bhakti Karya Dan Inovatif. https://doi.org/10.37278/bhaktikaryadaninovatif.v6i1.1468

Yuliasih, N., Fatinah, Y., Abdulah, R., & Suwantika, A. (2025). Optimizing the role of pharmacists at the primary healthcare centres in Indonesia through an integrated information system. Frontiers in Public Health, 12. https://doi.org/10.3389/fpubh.2024.1446587