p–ISSN: 2723 - 6609 e-ISSN: 2745-5254

Vol. 5, No. 8 August 2024 http://jist.publikasiindonesia.id/

Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 8, August 2024 3678

The Impact of Electronic Medical Records on BPJS Claims

and Physician Performance

Sharah Aulia Winarsih

*, Bagoes Widjanarko

, Farid Agushybana

Universitas Diponegoro, Indonesia

Email: [email protected]

*Correspondence

ABSTRACT

Keywords: BPJS claims;

electronic medical records

(EMR); physician

performance; mitigation

strategy.

With the digital transformation, Electronic Medical Records

(EMR) have become crucial for operational efficiency and

better healthcare. By the end of 2023, all Indonesian

healthcare facilities are expected to implement EMR

(Regulation No. 24, 2022). However, challenges with BPJS

claims often arise post-EMR implementation. This study

analyzes EMR's impact at RS A on BPJS claims and

physician performance, aiming to identify mitigation

strategies for these issues. Using mixed methods, this study

combines primary data from 5 respondent interviews and

secondary data on BPJS claims pre- and post-EMR

implementation at RS A (Jan-Aug 2023). Secondary data

analysis employs tables, graphs, and descriptive statistics

(mean, median, and standard deviation) to detail BPJS

claims patterns. The Chi-Square test is used to analyze the

relationship between physician performance and BPJS claim

document completeness. EMR implementation increased

cases by 11.27% and nominal BPJS claims by 15.04%.

Physician performance analysis showed no significant

relationship between variables and BPJS claim document

completeness (p > 0.05). Challenges post-EMR included

data errors, lack of staff training, technical constraints, and

incomplete integration of operational processes with EMR.

Mitigation strategies include staff training, periodic

monitoring, internal audits, process improvements, and

management evaluation.

Conclusion: EMR implementation at RS A increased cases

and BPJS claims. However, challenges persist post-

implementation. Effective mitigation strategies can enhance

efficiency and BPJS claim quality.

Introduction

Health services refer to a place or facility used to carry out promotive, curative,

preventive, and rehabilitative activities in the health sector. These activities are carried

out by government agencies, local governments, or communities. The main goal of health

services is to achieve outcomes that benefit patients, service providers, and the general

The Impact of Electronic Medical Record on BPJS Claims and Physician Performance

Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 8, August 2024 3679

public (Sari, Lubis, & Tambunan, 2024). Healthcare facilities need to continuously

improve the quality of their services to compete using technological advances. One of the

technological developments used in this case is Electronic Medical Records (RME). RME

is an information technology that is used to collect, process, store, and access patient

medical data stored in hospitals through a database system (Aryanto & Sulthon, 2023).

With the advancement of digital transformation, EMR has become an important

step towards operational efficiency and better care. Through Permenkes No.24 of 2022,

all health facilities in Indonesia are expected to have implemented an EMR system by the

end of 2023. However, challenges related to BPJS claims often arise after EMR

implementation. An Electronic Medical Record (EMR) is a form of medical record that

previously existed in paper format but is now converted into electronic form. This process

involves transferring records or forms that were previously recorded manually on paper

into electronic form (Darianti, Dewi, & Herfiyanti, 2021).

The Social Security Organizing Agency (BPJS) is the institution responsible for

managing social security programs in Indonesia. Established to provide financial

protection to all Indonesians, BPJS provides various insurance programs, including BPJS

Kesehatan. The BPJS Kesehatan program provides access to affordable health services

for participants, with costs partially or fully covered by the government. BPJS Kesehatan

participants pay a monthly fee according to the chosen class of service, and in exchange,

they get access to a range of health facilities and medical services that cover prevention,

treatment, and rehabilitation. BPJS Kesehatan plays an important role in improving the

welfare of the community by providing financial protection against health risks, thus

ensuring that quality health services can be enjoyed by all levels of society in Indonesia.

In its implementation, BPJS claims using EMR sometimes encounter obstacles that

cause delays in submitting claims. There are several evaluation results related to the

implementation of BPJS claims conducted by academics.

The results of the Evaluation of the Implementation of Electronic Medical Record

(EMR) in Outpatient Queen Latifa Yogyakarta Hospital conducted by (Salim, Hani, &

Wulandari, 2022) showed that service user satisfaction was 97.5% good, usability was

95.1% good, user comfort was 95.1% good, information quality was 87.7% good,

performance expectations were 87.7% good, and officer attitudes were 95.1% good. The

conclusion is that the implementation of electronic medical records in the outpatient

department of Queen Latifa Hospital Yogyakarta is in a good category.

Another study by (Zulfikar, Nyorong, & Nuraini, 2023) on evaluating the

implementation of outpatient SIMRS on the BPJS claim reporting system at Aek Kanopan

Hospital, North Labuhan Batu Regency concluded that the variables of Reporting,

Coding, Verification and Submission affected the BPJS claim reporting system, Coding

had the most effect on the BPJS claim reporting system at Aek Kanopan Hospital, North

Labuhan Batu Regency. Hospital Management Information System is an integrated

information system prepared to handle the entire hospital management process, starting

from system services and actions for patients, medical records, pharmacies,

Sharah Aulia Winarsih, Bagoes Widjanarko, Farid Agushybana

Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 8, August 2024 3680

pharmaceutical warehouses, billing, personnel databases, employee payroll, and

accounting processes to be controlled by management.

Another problem is the return of claim files or incompleteness of BPJS Health claim

files at RSUD Dr R.M Djoelham Binjai, namely, inappropriate or incomplete filling of

items in filling outpatient medical records, such as mismatches between diagnoses and

medical resumes, then the therapy provided is not by the existing diagnosis made by the

patient's responsible doctor (DPJP). There are also obstacles in its implementation, there

are still files that are late in returning which slows down the process of submitting BPJS

claims because they have to wait and also causes inaccuracy of officers so that errors

occur in the process of coding and data entry because of the accumulated files. In addition,

differences in understanding of the completeness of claim files between the hospital and

the BPJS Health verifier also affect pending claims (Santiasih et al., 2022).

(Puspaningsih, Suryawati, & Arso, 2022) found that the causes of pending BPJS

Health claims in hospitals were the determination of diagnosis codes and incomplete

medical resumes. Some of the factors that cause pending BPJS Health claims in hospitals

can be in the form of lack of coder knowledge, writing diagnoses that are difficult to

understand/incomplete, and incomplete recapitulation of services provided by the hospital

due to the large number of BPJS patients that must be handled. Efforts to reduce the

occurrence of pending BPJS Health claims should be carried out with good cooperation

between health workers and coders, for nurses and doctors to be more careful in writing

patient data on service recapitulation files, and health workers to be more careful when

filling out medical resumes.

In addition, (Bagus & Nyoman, 2020) informed that the implementation of BPJS

Health's integrated Clinical SIM and ERM fulfils aspects of feasibility based on

acceptance, need, integration, and practicality. However, the obstacles in this study are

related to the implementation aspect due to the lack of human resources, infrastructure,

implementation methods, budget, and the lack of implementation of Clinical SIM and

ERM.

Based on the background explanation and some of the findings described above,

researchers want to further analyze the case of BPJS claims after conversion to ERM at

ABC Hospital and try to identify improvement strategies that can help overcome these

problems with the research title "The Increase Of BPJS Claims At Hospital After

Changing To E-Medical Records: Case Analysis And Mitigation Strategy.

Research Methods

This study utilized a mixed-methods approach combining primary and secondary

data to investigate the impact of Electronic Medical Data System (EMRS)

implementation on BPJS Health claim patterns. Primary data was obtained through

interviews with 5 respondents involved in the health system. These interviews provided

a first-hand view of the actors on the ground, capturing an in-depth understanding of their

experiences regarding changes in BPJS claims following the implementation of ESDM.

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Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 8, August 2024 3681

In addition, secondary data was used to obtain a more comprehensive picture of the

changes in BPJS claims over a specific period, i.e. before and after ESDM

implementation from January to August 2023. This secondary data includes information

on the number of claims, types of services, and claims processing by BPJS Kesehatan.

Analysis of the secondary data will involve the use of tables, graphs, and descriptive

statistics, such as mean, median, and standard deviation. Through these methods, the

study will detail and explain changes in BPJS claim patterns before and after the

implementation of the EMR. The use of tables and graphs will help visualize the trends

of change, while descriptive statistics will provide a numerical overview of the

distribution characteristics of the claims data.

Qualitative data obtained from interviews will be analyzed in depth to understand

respondents' views, perceptions, and experiences related to the impact of EMR

implementation. This qualitative analysis can provide more contextual insights and

illustrate subjective aspects that may not be visible through secondary data analysis.

Results and Discussion

Descriptive Statistical Analysis Results

Before calculating statistically, the following is the data obtained from the hospital

which has been reprocessed into a more concise form.

Table 1

Number of BPJS Claims in January-August 2023

Bulan

Jumlah Klaim

Jumlah Pasien

Jumlah Kasus

Januari

18.916.322.200

7.812

11.129

Februari

19.421.009.900

7.582

11.049

Maret

22.745.483.100

8.288

12.570

April

18.513.316.321

6.135

8.870

Mei

21.981.983.800

8.672

13.315

Juni

22.972.704.760

8.282

12.363

Juli

23.258.983.400

8.838

13.611

Agustus

22.846.668.800

8.543

13.367

Based on the table data above, it can be seen that there is an increase in the number

of claims, patients, and cases every month except in April. To be able to describe in more

detail the increase in BPJS claims at the Hospital, statistical calculations will be made

consisting of mean (average value), median (middle value), and standard deviation. The

following presents the results of these statistical calculations.

Table 2

Descriptive Statistical Analysis Test Results

Mean

Median

Standard

Deviation

Number of

Claims

21,332,059,

035

22,363,73

3,450

2,019,624,158

Number of

Patients

6,952

8,047

2,930

Sharah Aulia Winarsih, Bagoes Widjanarko, Farid Agushybana

Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 8, August 2024 3682

Number of

Cases

12,034

12,467

1,608

Based on the table above, shows that the average number of claims is about

21,332,059,035, with a distribution that tends to have a deviation of about 2,019,624,158

from the mean. The median which is almost equal to the mean indicates a relatively

symmetrical distribution. Meanwhile, the mean number of patients is about 6,952, with a

fairly dispersed distribution with a standard deviation of about 2,930. The median being

lower than the mean may indicate a left skewness. Meanwhile, the average number of

cases is about 12,034, with a distribution that tends to be more concentrated around the

mean, characterized by a relatively low standard deviation (1,608). The median, which is

almost equal to the mean, indicates a relatively symmetrical distribution.

Table 3

relationship between doctor performance and completeness of BPJS claim documents

Variabel

Completeness Variable

OR (95%CI)

Complete

Incomplete

Work Motivation

Good

46,7

66,7

0,461

0,44 (0,10 – 1,92)

Less

53,3

33,3

Training

Good

0,213

0,38 (0,07 – 1,92)

Less

Work environment

Good

33,3

26,7

0,500

1,38 (0,29 – 6,60)

Less

66,7

73,3

Reward dan

Punishment

Good

–

Less

100

Workload

Good

33,3

66,7

0,144

0,25 (0,06 – 1,14)

Less

66,7

33,3

Compensation

Good

53,3

46,7

1,000

1,31 (0,31 – 5,48)

Less

46,7

53,3

Keterangan :

Continuity Correction;

Fisher’s Exact

From the results of the relationship test on the completeness of BPJS claim

documents using the Chi-Square test, the p value> 0.05 was obtained so it can be

concluded that there are no variables that have a significant relationship to the

completeness of BPJS claim documents.

The increase in the number of bag claims is a good sign that there is public

awareness in terms of health, but new problems arise in its implementation. These factors

include data errors, lack of staff training, technical constraints, and changes in operational

processes that have not been fully integrated with the EMR system:

1. Data Error

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Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 8, August 2024 3683

Data is important information in making BPJS claims. If there are errors, the claim

submission process can be hampered. Data errors that often occur include participant

identification errors (name, NIK, or BPJS number registered in the system), Medical

Service Data Discrepancies, Data Input Errors by the Hospital, Participant Negligence in

Providing Information, and Technical Errors in the BPJS system or errors in data

processing can affect the integrity of claim data.

2. Lack of Human Resources

Lack of human resource (HR) competence in the context of BPJS claims can cause

several problems in the administration and claims handling process. Some of the problems

that may arise due to a lack of HR competence are Errors in inputting claim data into the

system, such as incorrectly writing identity numbers, participant names, or medical

information. Inability to handle BPJS policy changes, if HR is not up-to-date with BPJS

policy changes, they may face difficulties in managing claims according to the latest

provisions. Medical judgment errors may misinterpret medical records or fail to identify

actual medical service needs. Inability to handle participant complaints, incompetent

DMs may struggle to handle participant complaints related to claims, both in providing

explanations and resolving issues. Lack of Understanding of the Claims Process, If HR

do not have a good understanding of the entire BPJS claims process, they may take

inappropriate actions or overlook important stages in the claims process.

3. Technical Constraints

Technical constraints in the BPJS claims process can include several issues related

to the information systems, hardware, software, and technology infrastructure used. Some

of the issues that may arise due to technical constraints are System disruptions or

downtime that may hinder access and processing of claims data. Software errors, which

may experience bugs or errors, resulting in errors in data processing. Technology

Infrastructure Limitations, such as weak servers or unstable internet connections, can

hinder the performance of the claims system. Data Security Issues, Potential data security

breaches can result in unauthorized access or alteration of claims data. Data

Inconsistencies Between Systems, Data mismatches between BPJS systems and

healthcare providers' systems can cause difficulties in validating and handling claims.

Difficulties in integrating BPJS systems with third-party systems, such as hospitals or

pharmacies, may hinder the smooth flow of information.

4. Changes in operational processes that have not been fully integrated with the EMR

system

Operational process changes that are not fully integrated with the EMR (Electronic

Medical Record) system may cause several problems in the BPJS claims process. Here

are some of the issues that may arise: Inconsistencies in data entered into the EMR system

and the BPJS claims system may not always be consistent or appropriate, especially if

there are disagreements or errors in the operational change process. Delays in Information

Submission, if new operational processes are not well integrated, information required

Sharah Aulia Winarsih, Bagoes Widjanarko, Farid Agushybana

Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 8, August 2024 3684

for claims may experience delays in being submitted between the healthcare provider and

BPJS. Lack of Automation of Claims Process, if the claims process still relies on manual

work and is not fully integrated with the EMR system, the claims process can be slow and

prone to human error. Difficulty in Performance Monitoring and Evaluation, if there is

no good integration between operational processes and the EMR system, it is difficult to

effectively monitor and evaluate performance. Difficulty in Training Human Resources,

Operational changes that are not integrated with the EMR system can make it difficult to

train human resources to master new procedures.

Several studies show the problems that occur in health facilities, one of which is

by (Yasifa, Syahidin, & Herfiyanti, 2022) found several problems during the observation

of incomplete medical records, the process of analyzing the completeness of medical

records was carried out manually, the illegibility of diagnoses written by doctors on

medical resumes, the absence of doctors' signatures, and the absence of photocopies of

patient identity cards, such as photocopies of ID cards and photocopies of BPJS cards

resulting in delays in the claim process. Therefore, an information system is needed to

support the completeness of medical records so that the BPJS claim process runs correctly

and smoothly. The information system that researchers build helps PMIK in carrying out

BPJS claim activities.

Research (Kusumawati, 2020) conducted at Koja Hospital from June to July 2019

by taking data on pending claims during 2018, limited to pending inpatient claims and

those related to medical problems and medical resumes. In addition, in-depth interviews

were conducted with one verifier, one coder, and one grouper. 40.6% of the files were

coding and input errors, 21.9% were misplaced diagnoses, and 37.4% were incomplete

medical resumes. Thus, it is necessary to update the knowledge of the latest coding rules

and rules for coders and the implementation of electronic medical records to make it

easier for DPJP to complete the required medical resumes.

Another problem is the incidence of pending claims at Dr. Cipto Mangunkusumo

Hospital due to several things including administration, medical, coding, inappropriate

and others (Nabila, Santi, Tabrani, & Deharja, 2020). In addition, the results of research

(Leonard, 2016) show that there are still problems in the input, process and environment

in the implementation of JKN patient service claims at Dr M Djamil Padang Hospital.

The input factor is known that in the implementation of diagnosis claims filled by PPDS

who have a lack of understanding and knowledge about filling in ICD 10 and ICD 9 CM

according to the rules, there is still a lack of coding grouping HR skills due to lack of

training and there are still HR placements that are not by competence. Not yet

bridging/connecting between INA CBGs, SIM RS and BPJS applications with IT that has

not been supported. Based on the process of the management function, most of the

problems occur at the implementation stage. Environmental factors are the absence of

internal policies in the form of sanctions and strict regulations in completing medical

record files, and the existence of independent IT policies that have not been supported.

Based on the results of research and discussion regarding the problems that occur

in the BPJS claim process after EMR implementation, all of them are almost similar,

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Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 8, August 2024 3685

starting from the application of the system that is not perfect, data mismatches, data entry

errors, incompetent human resources, and so on.

To deal with the problems that occur, a mitigation strategy is carried out by the

Hospital, the following is the discussion.

The existing down-referral program makes it easier for primary healthcare

facilities to refer patients to hospitals. Hospitals have an important role in the HAFIZ

program, which often appears in services. The existence of a Data and Information Center

(Pusdatin) unit in the hospital aims to ensure re-visits or re-control of patients so that the

impact of the existence of Pusdatin can be better felt by patients. Management efforts in

improving service performance involve the hospital as a referral centre for small hospitals

to achieve complete services according to type B. Finally, Google reviews are the focus

of the hospital management's attention, demonstrating the importance of the hospital's

image and reputation in the eyes of the community, as well as its significant impact on

social media.

Internal referral refers to a process where one referral can cover several

polyclinics associated with that referral. In other words, one referral can be used to serve

different types of polyclinics without the need to request a new referral for each polyclinic

separately. The advantages of this system are especially evident in cases of complex

illnesses, where patients may require visits to different polyclinics for appropriate

treatment. This minimizes administrative hassle and makes it easier for patients to access

the various health services required to manage their illness.

Measures that need to be taken in the service after the patient has received health

care include re-screening according to their respective fields, evaluation of the rates that

have been billed by the finance unit, and the presence of administrative personnel for

outpatient and inpatient services. The coding arrangement should be aligned within the

service, known as one-day claims service. This process also involves pre- and post-claim

coding audits, along with pre-and post-claim evaluations by finance, medical services,

and medical record quality managers regarding the completion of medical records

reinforced by the optimization of the ERM system.

1. The verification process in health services is carried out in layers, especially in

inpatient cases involving the person in charge, pharmacist, coder, and person in charge.

In addition, in outpatient cases, verification takes place through a series of steps,

starting from the cashier, involving the coder, to the claim submission. At this stage,

the person in charge has a special role in handling claim submissions for cases that

have a potential risk of pending, ensuring that the process runs accurately and

efficiently.

2. Regular meetings between the PIC (Person in Charge), claimants, medical personnel,

healthcare managers and other relevant parties are conducted to discuss and resolve

issues related to pending claims and to design effective procedures for handling the

service that is the source of the problem. In these meetings, they identify the

bottlenecks that lead to pending issues and develop better governance to address these

issues.

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Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 8, August 2024 3686

3. Regular training for coders is necessary to continuously improve their competency in

medical coding. This training can include updates on the latest regulations and

guidelines, application of the latest technology, and improvement of technical skills in

the coding process. With regular training, coders can maintain a high level of expertise,

ensuring accurate coding quality and compliance with applicable standards.

4. Coding audits are conducted to monitor and evaluate the accuracy of the submitted

coding. This process involves careful examination of the medical documents produced,

comparing them with the coding that has been done, and ensuring compliance with

applicable guidelines and regulations. Coding audits are an important tool in ensuring

the quality and accuracy of medical coding and help in preventing potential pending

claims issues.

After it was declared that COVID-19 is no longer a pandemic and does not require

independent isolation for a long period, this situation creates a more comfortable

atmosphere for patients. Patients are no longer afraid or reluctant to visit the hospital.

This phenomenon is reflected in the increase in the utility rate of using BPJS cards to get

health services.

This change was recognized by the central Social Security Administration (BPJS),

which noted that more people sought health care after a period of uncertainty during the

pandemic. With the reduced fear of COVID-19 transmission and the overall recovery of

the public health situation, patients feel more confident to access the healthcare services

they need. The increase in the utilization rate of BPJS cards as a means of payment shows

the improvement of people's confidence in the healthcare system and their readiness to

return to get the necessary care.

Several regions have implemented Universal Health Coverage (UHC), where the

program can be run effectively if more than 90 per cent of the population has become

participants in the Health Social Security Organizing Agency (BPJS). Within the UHC

framework, BPJS Kesehatan is activated immediately when there is an emergency at the

hospital. This means that citizens who have registered as BPJS participants can quickly

and easily gain access to necessary health services without excessive financial constraints.

Through the implementation of this UHC program, the region can achieve broad health

insurance coverage and improve the availability of medical services when needed,

creating an important foundation for overall community health improvement.

Problems in delays in claim settlement can occur in any part, including at the time

of registration, doctor, coder, or case-mix. The participant registration process (SEP)

experiences misalignment between the Vclaim system and SIMRS. At the doctor stage,

delays can be caused by the lack of completeness of medical resumes and diagnoses that

are not by the Electronic Standards (SE) of the Insurance Organizing Agency (BA) which

are still in pending status and the Medical Service List (DPM). The coder needs to

maintain accuracy in coding to ensure that each code matches the information contained

in the BA pending claims. Meanwhile, in case-mix, accuracy is needed in checking the

completeness of the file and verifying that the bill matches the actions performed. This

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entire process requires good coordination between the various relevant sections to ensure

that each stage is processed accurately and by applicable regulations, thereby reducing

the risk of delayed claims.

This table shows the relationship between doctor performance and completeness of

BPJS claim documents based on certain variables. However, from the results of statistical

tests conducted, no significant relationship was found between these variables and the

completeness of BPJS claim documents.

1. Work Motivation: There is no significant relationship between work motivation

(favourable or unfavourable) and completeness of BPJS claim documents. This

suggests that work motivation does not directly impact the completeness of claim

documents in this context.

2. Training: Similar to work motivation, training (good or poor) also showed no

significant relationship with the completeness of BPJS claim documents. This

indicates that the level of training received by staff does not significantly affect the

completeness of claim documents.

3. Work Environment: This study did not find a significant relationship between the

quality of the work environment (good or less) and the completeness of BPJS claim

documents. This implies that the work environment, as perceived by respondents, does

not affect the completeness of claim documents.

4. Reward and Punishment: The analysis showed no data for the variable ‘Reward and

Punishment’, which indicates that the impact of reward and punishment on the

completeness of BPJS claim documents was not assessed in this study.

5. Workload: There was no significant relationship between workload (favourable or

unfavourable) and completeness of BPJS claim documents. This indicates that the

workload experienced by officers does not significantly affect the completeness of

claim documents.

6. Compensation: Similar to workload, there is no significant relationship between

compensation (good or less) and completeness of BPJS claim documents. This

suggests that the level of compensation received by staff does not significantly affect

the completeness of claim documents.

Conclusion

Based on the research findings, it can be concluded that the implementation of

Electronic Medical Records (EMR) at Hospitals contributes to a significant improvement

in terms of the number of patients, cases, and the number of claims with the national

health insurance program (BPJS). This improvement reflects a positive change in health

data management through the E-Medical Record (EMR) system. However, it should be

acknowledged that the increase in the nominal amount of BPJS claims is also

accompanied by some challenges and issues post-implementation of the Electronic

Sharah Aulia Winarsih, Bagoes Widjanarko, Farid Agushybana

Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 8, August 2024 3688

Medical Data System (EMDS). In the results of the study, none of the variables analysed

(work motivation, training, work environment, workload, compensation) showed a

significant relationship with the completeness of BPJS claim documents. This implies

that other factors not included in the analysis may play a more significant role in

determining the completeness of claim documents.

These challenges may involve aspects such as system integration difficulties, data

security, and the need for enhanced human resource skills in operating the EMR system.

While this improvement provides a positive outlook on the benefits of technology

adoption, it is crucial to continuously identify and address obstacles that may arise during

the use of the EMDS system. Therefore, while the increase in BPJS claims indicates

success in adopting electronic medical records at A Hospital, further improvement and

development steps need to be taken to overcome the identified obstacles. These efforts

will support the sustainability of EMR implementation, enhance efficiency, and ensure

that the benefits of these changes can be optimally enjoyed by the entire healthcare

system.

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Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 8, August 2024 3689

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