Online Queue-Based Patient Registration in Hospital Services: A Qualitative Evaluation of Effectiveness at Kartika Husada Tk II Pontianak Hospital

Abstract

This study examined the effectiveness of online queue-based patient registration at Kartika Husada Tk II Pontianak Hospital. The study, originally a master's thesis, was converted into a journal-style qualitative article and focused on three objectives: describing the implementation of the online queue system, identifying obstacles to its effectiveness, and explaining hospital efforts to improve service performance. Data were collected through interviews, observation, and documentation involving hospital leadership, administrative staff, IT staff, health information officers, and patients. The findings showed that the online queue system had been implemented through a web-based registration platform, but its use remained lower than that of offline registration. During the April-September observation period, offline registration totaled 31,192 patients, while online registration totaled 8,864 patients. The study found four major constraints: uneven digital literacy among patients, limited functional readiness among staff, technical disruptions and incomplete system integration, and insufficient coordination and standard operating procedures. Although the hospital had conducted socialization through banners, website information, information boards, and direct explanation by officers, these efforts had not yet substantially changed patient behavior. The study concludes that effectiveness is shaped not only by system availability but also by human resource readiness, patient adaptability, continuous socialization, and organizational capacity to integrate digital services into routine hospital operations