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JOSS :

Journal of Social Science

THE ROLE OF INFORMATION TECHNOLOGY IN IMPROVING THE QUALITY

community. Hospitals as health care institutions have a strategic role in providing effective,

efficient, and safe health services for patients. However, various challenges such as limited

resources, complexity of medical data, and the need for better coordination between various

departments often hinder the achievement of these goals.

Information technology (IT) has become a very important tool in various sectors,

including the healthcare sector. With the advancement of technology, hospitals now have the

opportunity to improve the quality of health services through the implementation of various

integrated information systems. Some examples of the application of information technology

in healthcare include Electronic Health Records (EHR), Hospital Information Systems (HIS),

and telemedicine.

Electronic Health Records (EHR) enable digital storage and access of patient medical

data, which makes it easier for doctors and other medical personnel to make informed clinical

decisions. Hospital Information Systems (HIS) helps in managing hospital operations more

efficiently, from patient management, and administration, to inventory management. In

addition, telemedicine allows patients to get remote medical consultations, which is especially

beneficial in remote areas.

the World Health Organization (WHO), quality health care includes safety, effectiveness,

patient focus, timeliness, efficiency, and equity (Yigzaw et al., 2022). Quality healthcare can

improve patient health outcomes, reduce medical errors, and increase patient satisfaction. In

Indonesia, there are still challenges in achieving optimal health service standards, especially in

hospitals that often face problems such as limited resources, ineffective management, and lack

of access to modern technology (Ministry of Health, 2020).

Development of Information Technology in Various Sectors

Information technology has experienced rapid development in recent decades. In various

sectors, such as banking, education, and trade, information technology has been proven to

improve operational efficiency and service quality. For example, in the banking sector, the use

service quality. The use of information technology in hospitals can cover various aspects,

ranging from patient data management, and electronic medical record management, to the

implementation of telemedicine. According to a study by McKinsey & Company (2020),

hospitals that adopt information technology effectively can achieve up to 20% increase in

efficiency and up to 30% reduction in medical errors. Therefore, it is important to explore how

information technology can be effectively applied in healthcare in hospitals.

The purpose of this study is to identify the role of information technology in improving

the quality of health services in hospitals, including the use of SIMRS, RME, telemedicine, and

mobile health applications for operational and service efficiency. Furthermore, the analysis of

the real impact of information technology on service quality will be supported by data and

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recommendations for effective implementation of information technology are provided,

including budget planning, HR training, and data security strategies.

METHOD RESEARCH

The first methodology used in this research was a literature study. This involves

reviewing various scientific articles, research reports, and other publications relevant to the

topic. This literature study will help in identifying current trends, challenges, and opportunities

in the application of information technology in hospitals. For example, a literature review by

the International Journal of Medical Informatics (2019) found that the use of SIMRS can reduce

15% reduction in medical errors.

The third methodology is interviews with healthcare practitioners and information

technology experts. These interviews will provide an in-depth insight into the practical

experience of implementing information technology in hospitals. For example, an interview

with a doctor who has used telemedicine can provide information on the benefits and challenges

faced in implementing this technology. Similarly, an interview with an information technology

expert can provide a perspective on the technical and security aspects of implementing

information technology in hospitals.

RESULTS AND DISCUSSION

learning, school management, and student performance evaluation. Similarly, in the healthcare

sector, IT is used to manage patient data, medical records, and hospital administration

processes (Laudon & Laudon, 2020).

Quality of Health Services

Definition and Indicators of Healthcare Quality Healthcare quality is the degree to which

health services improve desired health outcomes for individuals and populations. According to

the Institute of Medicine (IOM), indicators of healthcare quality include six main aspects:

safety, effectiveness, patient focus, timeliness, efficiency, and equity (IOM, 2001). For

example, safety refers to reducing the risk of injury and medical errors, while effectiveness

refers to providing services based on the best scientific evidence. Patient focus means that

maximizing the use of available resources, and equity means providing fair services regardless

of social, economic, or demographic differences (Donabedian, 1988).

The Role of Information Technology in the Health Sector

Case Studies and Literature Related to the Use of Information Technology in Hospitals

Information technology has been used in various ways to improve the quality of healthcare in

hospitals. For example, a study by the Journal of the American Medical Informatics

Association (JAMIA) found that the use of RME can reduce medical errors by 50% (JAMIA,

2016). Another study by Health Affairs showed that the use of telemedicine can improve

healthcare accessibility in remote areas and reduce travel costs for patients (Health Affairs,

including administration, finance, logistics, and clinical services. SIMRS enables the

integration of various hospital functions into one platform, which can improve operational

efficiency and service quality. For example, SIMRS can assist in patient data management,

appointment scheduling, drug inventory management, and financial reporting. According to a

study by the International Journal of Medical Informatics, hospitals that implemented SIMRS

experienced an increase in operational efficiency by 30% and a reduction in patient waiting

time by 20% (IJMI, 2017).

Electronic Medical Records (RME)

Benefits and Implementation of RME in Healthcare Electronic Medical Records (RME)

is a digital system used to store and manage patient medical information. RME enables quick

Telemedicine

Telemedicine and its Impact on Healthcare Accessibility Telemedicine is the use of

information and communication technology to deliver healthcare services remotely (Agha,

2014). Telemedicine allows patients to consult with doctors through video calls, chats, or

mobile applications, which can improve healthcare accessibility, especially in remote areas.

For example, patients living in rural areas can access specialist healthcare services without

having to travel far to the city. In addition, telemedicine can reduce travel costs and waiting

times for patients. According to a study by The Lancet, the use of telemedicine can increase

healthcare accessibility by 50% and reduce patient travel costs by 30% (The Lancet, 2019).

Clinical Decision Support System (CDS)

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decision-making. It can provide diagnosis and treatment recommendations based on patient

data and available scientific evidence. For example, it can analyze patient data such as

symptoms, medical history, and laboratory results, and provide recommendations for the most

likely diagnosis. In addition, it can provide information on the most effective treatment

protocols based on the latest scientific evidence. A study by the Journal of the American

Medical Association (JAMA) showed that the use of CBMS can improve diagnosis accuracy

by 35% and increase adherence to treatment protocols by 20% (JAMA, 2018).

Mobile Health App

Use of Mobile Applications for Patient Health Monitoring Health mobile applications

personnel, which can improve the quality of chronic disease management. A study by JMIR

mHealth and uHealth showed that the use of mobile health apps can increase patient adherence

to medication by 30% and improve disease control by 25% (JMIR, 2020).

Operational Efficiency

Reduced Waiting Time and Improved Workflow The implementation of information

technology in hospitals can improve operational efficiency by reducing patient waiting time

and improving workflow. For example, the use of SIMRS can help in more efficient

appointment scheduling, better medication inventory management, and faster patient data

management. A study by the International Journal of Medical Informatics showed that hospitals

that implemented SIMRS experienced a 20% reduction in patient waiting time and a 30%

features such as data encryption and access control, which can protect patient data from

unauthorized access. A study by the Journal of Medical Internet Research showed that the use

of RME can reduce medical errors by 40% and increase data security by 25% (JMIR, 2018).

Improved Patient Satisfaction

Impact of Information Technology on Patient Experience The implementation of

information technology in hospitals can improve patient satisfaction by providing faster, more

accurate, and responsive services. For example, the use of RME can enable doctors to quickly

access patients' medical information and provide more precise diagnosis and treatment. In

addition, the use of telemedicine can provide better healthcare accessibility, especially for

patients living in remote areas. A study by Health Affairs showed that the use of information

Ease of Access to Health Services through Technology The application of information

technology such as telemedicine and mobile health applications can improve healthcare

accessibility for patients. For example, telemedicine allows patients to consult with doctors via

video call or chat, which can reduce the need to travel long distances to hospitals. In addition,

mobile health apps can help patients monitor their health conditions in real-time and

communicate with medical personnel. A study by The Lancet showed that the use of

telemedicine can increase healthcare accessibility by 50% and reduce patient travel costs by

30% (The Lancet, 2019).

Challenges and Barriers to Information Technology Implementation

into account. However, while the initial implementation costs are high, the long-term

benefits of improved operational efficiency and quality of care can outweigh these costs. A

study by Health Affairs shows that hospitals that invest in information technology can

achieve a return on investment (ROI) of up to 25% within the first five years (Health Affairs,

2018).

b. Training and Human Resources

Training Needs for Medical Personnel and Hospital Staff The implementation of

information technology in hospitals requires intensive training for medical personnel and

hospital staff to ensure they can use the new technology effectively. This training includes

the use of hardware and software, as well as an understanding of data security protocols. In

Challenges in Maintaining Patient Data Security and Privacy Data security and

privacy are critical issues in the implementation of information technology in hospitals.

Patient medical data is highly sensitive information and must be properly protected from

unauthorized access. The implementation of information technology such as RME and

telemedicine requires strict security measures, such as data encryption, access control, and

audit logs. In addition, hospitals must comply with applicable regulations on data privacy,

such as the General Data Protection Regulation (GDPR) in Europe and the Health Insurance

Portability and Accountability Act (HIPAA) in the United States. A study by KPMG showed

that hospitals that implemented strict security measures saw a 30% decrease in data breach

incidents (KPMG, 2019).

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The implementation of information technology (IT) in hospital healthcare systems

requires significant investment. According to a study by HIMSS Analytics, the average cost of

implementing an electronic health record (EHR) system ranges from $15,000 to $70,000 per

doctor, depending on the scale and complexity of the system (Analytics, 2017). These costs

include hardware, software, training, and maintenance. However, this initial investment can

provide long-term benefits. A study by the RAND Corporation found that EHRs can reduce

medical errors by 55%, improve operational efficiency, and save up to $81 billion per year in

operating costs across the United States (Corporation, 2005). In Indonesia, although similar

data is not yet widely available, the potential for cost savings and improved quality of

The return on investment (ROI) of IT implementation can also be seen from a non-

financial perspective, such as increased patient satisfaction and improved quality of life. A

study by The Commonwealth Fund showed that hospitals that use IT effectively tend to have

higher levels of patient satisfaction and better clinical outcomes (Fund, 2012).

Training and Human Resources

Human resource training and development is a critical aspect of IT implementation in

hospitals. According to a study by The American Medical Informatics Association, lack of

adequate training is one of the major barriers to EHR adoption (AMIA, 2015). Medical

personnel and hospital staff need to be trained to use new technologies effectively and

efficiently. This training should cover various aspects, from the basics of using the software to

63% of hospitals reported that training in cybersecurity is a top priority in their training

program (HIMSS, 2019). Training needs also include developing managerial and leadership

skills. Hospital leaders need to understand how to manage changes caused by IT

implementation and how to motivate staff to accept and use new technologies. A study by

Harvard Business Review found that effective leadership is a key factor in successful IT

implementation in hospitals (Harvard Business Review, 2018).

Data Security and Privacy

Data security and privacy are major challenges in IT implementation in hospitals. Patient

data is highly sensitive and must be protected from unauthorized access and data leakage.

According to a report by Ponemon Institute, the average cost of data leakage in the healthcare

However, hospitals must comply with international standards such as the Health Insurance

Portability and Accountability Act (HIPAA) in the United States or the General Data Protection

Regulation (GDPR) in Europe to ensure that patient data is properly protected.

The challenges in maintaining data security include various technical and operational

aspects. One of them is cyber threats such as malware and ransomware. A study by

Cybersecurity Ventures estimates that the global cost of cybercrime will reach $6 trillion per

year by 2021 (Cybersecurity Ventures, 2020). Hospitals need to adopt strong security

measures, including data encryption, multi-factor authentication, and continuous network

monitoring. In addition, cybersecurity training for hospital staff is also very important.

efforts in the healthcare sector fail due to resistance to change (McKinsey & Company, 2017).

This resistance can come from various sources, including medical personnel, administrative

staff, and hospital management.

One of the main factors leading to resistance is uncertainty about the benefits of new

technologies. Medical personnel may feel that new technologies will increase their workload

or reduce the time they spend with patients. A study by the Journal of Medical Internet

Research found that negative perceptions about EHRs were one of the main factors leading to

resistance among medical personnel (JMIR, 2016).

To overcome this resistance, it is important to communicate the benefits of new

technology in a clear and transparent manner. For example, at Siloam Hospitals, an intensive

Case Study

a. Hospitals that Successfully Implement Information Technology

One example of a hospital that has successfully implemented information technology

is the Mayo Clinic in the United States. Mayo Clinic has adopted various advanced

technologies, including EHR, telemedicine, and AI-based medical imaging systems.

According to a report by Mayo Clinic, the implementation of EHR has reduced medical

errors by 40% and improved operational efficiency by 20% (Mayo Clinic, 2018)

In Indonesia, Dr. Cipto Mangunkusumo National Central General Hospital (RSCM)

is also a successful example of information technology implementation. RSCM has adopted

an EHR system that is integrated with various departments and service units. According to

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In addition, Siloam Hospital in Indonesia has also successfully implemented

telemedicine technology. According to a report by Siloam Hospitals, telemedicine services

have enabled the hospital to provide remote medical consultations to patients in remote

areas, improving healthcare accessibility (Siloam Hospitals, 2020).

b. Analysis of Success and Supporting Factors

The successful implementation of information technology in hospitals such as the

Mayo Clinic and RSCM can be analyzed based on several supporting factors. First, top

management commitment is key. According to a study by Harvard Business Review,

hospitals with strong support from top management tend to be more successful in the

technologies is also important. According to a study by the Journal of Medical Internet

Research, hospitals that involve staff in this process tend to be more successful in

overcoming resistance to change (JMIR, 2016).

Fourth, strong technological support is also important. Hospitals that have adequate

technology infrastructure and strong security systems tend to be more successful in

implementing new technologies. For example, Mayo Clinic has a highly sophisticated data

security system to protect patient data (Mayo Clinic, 2018).

CONCLUSION

The implementation of information technology in hospitals has great potential to improve

For hospitals, it is important to adopt a comprehensive approach to information

technology implementation. This includes investment in human resource training and

development, adoption of robust data security measures, and staff involvement in the planning

and implementation process of new technologies.

For governments, it is important to provide regulatory and financial support for hospitals

in the implementation of information technology. This includes the development of national

standards for patient data privacy and security, as well as the provision of financial incentives

for hospitals that adopt new technologies.

For other related parties, such as technology companies and educational institutions, it is

important to work with hospitals and governments to develop technology solutions that suit the