Analysis of the Effectiveness of Online-Based Patient Queue Management System Innovation: Study at the Dental and Oral Hospital, Universitas Muhammadiyah Yogyakarta, Indonesia

Abstract

Long queues and long waiting times at dental and oral health services are frequent complaints from patients. This is caused by the time for dental and oral procedures which generally takes quite a long time compared to other health services. The Dental and Oral Hospital (RSGM) of Universitas Muhammadiyah Yogyakarta (UMY) implemented innovation in the form of an online patient queue management system to overcome this problem. This research aims to evaluate the effectiveness of the online queuing system. This study used a non-experimental observational design with a cross-sectional approach. Data was collected through a survey of 1000 patients who used the RSGM UMY online queue system. Data were analyzed using descriptive statistics and inferential statistical tests. The research results show that the RSGM UMY online queuing system is effective in reducing patient waiting time. The average patient waiting time with the online queuing system was 21.33 (SD 1.45) minutes, shorter than with the manual queuing system which averaged 112.32 (SD 8.23) minutes. Patients were also satisfied with the online queuing system, with 92.32 (SD 4.21) respondents stating they were satisfied. The online patient queue management system at RSGM UMY has proven effective in reducing patient waiting time and increasing patient satisfaction. This system can be a model for other RSGMs to improve the quality of their services.