Analysis of the Implementation of the Hospital Management Information System (SIMRS) on Waiting Time and Patient Satisfaction
Authors
How to Cite
Abstract
Hospital Information Management System (SIMRS) is crucial for speeding up healthcare services and integrating medical data. This study aimed to determine the relationship between SIMRS quality (system quality, information quality, and service quality) and waiting time and patient satisfaction in the outpatient department of RSUD Lembang. This quantitative study employed an analytic cross-sectional design involving 96 outpatients. Data were collected using questionnaires and direct observations of waiting times and were analyzed using Chi-square and Poisson regression analyses. The results showed that most patients experienced waiting times of less than 60 minutes (59.4%) and were satisfied with the hospital services (51.0%), although the information quality and service quality of SIMRS were still rated as poor by most participants. The statistical analyses showed that all dimensions of SIMRS quality were significantly associated with waiting time and patient satisfaction (p < 0.001). Staff service quality in operating the system was the main factor associated with shorter patient waiting times (PR = 2.67). Meanwhile, the technical stability of the computer system was the strongest factor associated with patient satisfaction (PR = 4.90). The study concludes that stable information technology system performance and responsive staff contribute to reducing waiting times and improving patient satisfaction. Hospitals are recommended to integrate computer systems across all service units and provide digital training for staff.
References
Azizah, R., 2025. Penerapan sistem informasi manajemen rumah sakit (simrs) dalam meningkatkan efisiensi pelayanan kesehatan di Indonesia : Studi literatur. Jurnal Kesehatan Tambusai 6, 6667–6674. https://doi.org/10.31004/jkt.v6i2.44329
Azizah, U., 2023. Hubungan waktu tunggu pelayanan rawat jalan dengan kepuasan pasien berdasarkan service quality di RSUD dr. Rasidin Padang tahun 2023. [skripsi]. Universitas Andalas, Padang. http://scholar.unand.ac.id/209034/1/Cover dan Abstrak.pdf
Biya, M., Gezahagn, M., Birhanu, B., Yitbarek, K., Getachew, N., Beyene, W.. 2022. Waiting time and its associated factors in patients presenting to outpatient departments at public hospitals of Jimma Zone, Southwest Ethiopia. BMC Health Services Research 22, 1–8. https://doi.org/10.1186/s12913-022-07502-8
Christia, J., Ard, A., Runion, L., 2021. SERVQUAL measurement in a healthcare setting: before and after corrective strategy implementation. Atlantic Marketing Journal 10, 375–385. https://www.researchgate.net/publication/352152281_SERVQUAL_Measurement_in_a_Healthcare_Setting_Before_and_After_Corrective_Strategy_Implementation
Hardini, R.A., Ilmananda, A.S., 2025. Evaluasi implementasi SIMRS di Rumah Sakit Bala keselamatan "BOKOR" turen dengan pendekatan HOT-Fit. Journal of Information System and Application Development 3, 127–134. https://doi.org/10.26905/jisad.v3i2.16186
Isprasetia, A.E., Nurmalasari, I., Kusuma, A.S.W., Ramdani, D., Setiawan, A., 2025. Pengaruh sistem informasi manajemen rumah sakit (SIMRS) terhadap efisiensi waktu tunggu pasien rawat jalan. Cerdika: Jurnal Ilmiah Indonesia 5, 2533–2547. https://doi.org/10.59141/cerdika.v5i8.2808
Jatmiko, E.K., Nughroho, A., Budiyono, T., 2025. Analisis Manfaat implementasi SIMRS webview di Instalasi Radiologi RSUD Dr. R. Soetijono Blora. Jurnal Ilmu Kedokteran dan Kesehatan Indonesia (JIKKI) 5, 376-385. https://doi.org/10.55606/jikki.v5i3.8210
Jonkisz, A., Karniej, P., Krasowska, D., 2022. The servqual method as an assessment tool of the quality of medical services in Selected Asian Countries. International Journal of Environmental Research and Public Health 19, 1–15. https://doi.org/10.3390/ijerph19137831
Kemenkes, RI., 2014. Peraturan Menteri kesehatan republik indonesia nomor 82 tahun 2013 tentang sistem informasi manajemen rumah sakit. Menteri Kesehatan Republik Indonesia, Jakarta.
Khalifa, M., 2016. Evaluating nurses acceptance of hospital information systems: A case study of a tertiary care hospital. Studies in Health Technology and Informatics 225, 78–82. https://doi.org/10.3233/978-1-61499-658-3-78
Naini, N.F., Santoso, S., Andriani, T.S., Claudia, U., Nurfadillah., 2022. The effect of product quality, service quality, customer satisfaction on customer loyalty. Journal of Consumer Sciences 7, 34–50. https://doi.org/10.29244/jcs.7.1.34-50
Narulitha, A., Batara, A.S., Haeruddin., 2025. Rawat jalan Rumah Sakit Ibnu Sina Yayasan Wakaf Universitas Muslim Indonesia. Window of Public Health Journal 6, 293–304. https://doi.org/10.33096/woph.v6i2.2031
Nguyen, Q., Wybrow, M., Burstein, F., Taylor, D., Enticott, J., 2022. Understanding the impacts of health information systems on patient flow management: A systematic review across several decades of research. PLOS ONE 17, 1–20. https://doi.org/10.1371/journal.pone.0274493
Pratiwi, A.P., Soeparmanto, C.M.C., Sungono, V., 2026. Systematic review : The impact of hospital information management system (HIMS) implementation on administrative performance and patient service quality in hospitals. Perinatal Journal 34, 1292–1303. https://doi.org/10.57239/prn.26.034100129
Putra, D.S.H., Siswanto, M., 2016. Pengaruh kualitas sistem, kualitas informasi dan kualitas layanan terhadap kepuasan pengguna sistem informasi manajemen Rumah Sakit Daerah Kalisat Kabupaten Jember. Jurnal Ilmiah INOVASI 16, 98–101. https://doi.org/10.25047/jii.v16i2.291
Saputra, W., 2025. Dampak digitalisasi manajemen rumah sakit terhadap efisiensi pelayanan : Literature review. Jurnal Ilmu Kesehatan Masyarakat 14, 245–254. https://journals.uima.ac.id/index.php/jikm/article/view/3834
Sari, N., Ervianingsih., Zahran, I., 2023. Pengaruh kualitas sistem, kualitas informasi dan kualitas layanan terhadap kepuasan pengguna sistem informasi manajemen RS “X” Kota Palopo the influence of system quality, information quality and service quality on user satisfaction of the management. Jurnal Surya Medika (JSM) 9, 219–224. https://doi.org/10.33084/jsm.v9i2.5698
Shadilla, V., Nurhayati, N., Oktini, D.R., 2025. The influence of hospital information management system (SIMRS) implementation and e-medical record staff compliance on the quality of healthcare services at Annisa Hospital Cikarang. Journal of Economics, Finance And Management Studies 08, 5086–5089. https://doi.org/10.47191/jefms/v8-i8-02
Umar, T.L., Novitasari, D., Darman., 2024. Analysis of the application of hospital management information system (SIMRS) in outpatient services at dr. M.M. Dunda Limboto. Jurnal Ilmiah Dr. Aloei Saboe (JIAS) 4, 136–150. https://share.google/uBr9FhHIozgjKaTYc
Viriando, Y.F., Sfenrianto., 2021. Using delone & mclean information system success model to evaluate the success of online platform. Journal of System and Management Sciences 11, 182–198. https://doi.org/10.33168/JSMS.2021.0212
Wildan, M., Marliadi, R., Hasymi, L.F., Hadarani, M., 2024. Pengaruh Waktu tunggu terhadap kepuasan pasien di Unit Rawat. Jurnal Manajemen Pelayanan Kesehatan 27, 98–102. https://doi.org/10.22146/jmpk.v27i3.15192
Wulandari, D.A., Keni., 2024. Peranan perceived service quality dan perceived waiting time dalam meningkatkan kepuasan pasien dan intensi berkunjung kembali di Rumah Sakit Umum Daerah. Jurnal Manajemen Bisnis dan Kewirausahaan 8, 213-227. https://doi.org/10.24912/jmbk.v8i1.28419
Zygiaris, S., Hameed, Z., Ayidh Alsubaie, M., Ur Rehman, S., 2022. Service quality and customer satisfaction in the post pandemic world: A study of saudi auto care industry. Frontiers in Psychology 13, 1–9. https://doi.org/10.3389/fpsyg.2022.842141