Education on Utilization of Online Queuing Application Based on Khanza Health Information System for Patients and Families

Siti Masdah; Nita Putriasti Mayarestya; Nuruniyah Nuruniyah; Ayu Diana Meilantika; Ayu Rizky

doi:10.12928/spekta.v6i1.13054

Authors

Siti Masdah Administration Study Program, Institute Technology and Health Muhammadiyah West Kalimantan, Kubu Raya, Indonesia
Nita Putriasti Mayarestya Administration Study Program, Institute Technology and Health Muhammadiyah West Kalimantan, Kubu Raya, Indonesia
Nuruniyah Administration Study Program, Institute Technology and Health Muhammadiyah West Kalimantan, Kubu Raya, Indonesia
Ayu Diana Meilantika Administration Study Program, Institute Technology and Health Muhammadiyah West Kalimantan, Kubu Raya, Indonesia
Ayu Rizky Administration Study Program, Institute Technology and Health Muhammadiyah West Kalimantan, Kubu Raya, Indonesia

DOI:

https://doi.org/10.12928/spekta.v6i1.13054

Keywords:

Education, Hospital, Khanza, Patient, Queuing Online

Abstract

Background: RS Bhayangkara Pontianak faces challenges in managing patient queues due to the high volume of visits and low utilization of online queue applications based on the Khanza Health Management Information System (SIMKES).

Contribution: This community service activity aims to improve patients’ and families’ understanding and ability to use online queue applications independently.

Method: Through a participatory educational approach, the educational intervention lasted one day and involved 45 participants who had never used the application. Education was provided through short counselling sessions, leaflet distribution, video tutorial screening, and direct simulation of application use.

Results: 51.1% of participants were delighted with the educational material, 48.9% with the delivery method, and 60% felt helped by the simulation. Confidence in using the application increased significantly, especially among younger participants. However, older users showed limited progress due to low digital literacy. These results indicate that a participatory educational approach effectively encourages the adoption of digital health tools.

Conclusion: The need for ongoing training for patients and staff, the provision of easily accessible self-study materials, and the integration of digital literacy education into routine hospital operations.

References

S. Soman, S. Rai, P. Ranjan, A. S. Cheema, and P. K. Srivastava, “Mobile-Augmented Smart Queue Management System for Hospitals,” in 2020 IEEE 33rd International Symposium on Computer-Based Medical Systems (CBMS), 2020, pp. 421–426, doi: 10.1109/CBMS49503.2020.00086.

N. R. Ting, S. F. bin Sufahani, M. H. A. Wahab, and S. Z. S. Idrus, “Improvement of queuing management system for public hospital in Johor, Malaysia,” 2023, p. 020058, doi: 10.1063/5.0128488.

A. N. Pramudhita, “Queue model in health facilities information system,” in 2017 5th International Conference on Electrical, Electronics and Information Engineering (ICEEIE), Oct. 2017, pp. 152–157, doi: 10.1109/ICEEIE.2017.8328780.

H. Kim, “A study on the effects of online appointment systems on patients and hospitals,” Int. J. Appl. Eng. Res., vol. 11, no. 14, pp. 8213–8216, 2016, [Online]. Available: https://www.scopus.com/inward/record.uri?eid=2-s2.0-84982949095&partnerID=40&md5=e47840bb62c8eee1532f0c31b4d771cd.

J. J. M. Mayor, “EC Health Medical Clinic and Diagnostic Center Appointment System,” in 2021 IEEE 13th International Conference on Humanoid, Nanotechnology, Information Technology, Communication and Control, Environment, and Management (HNICEM), Nov. 2021, pp. 1–4, doi: 10.1109/HNICEM54116.2021.9731815.

O. Moussa, S. Alshakhsi, D. Al-Thani, and R. Ali, “Can Operational Transparency Enhance the Perception of Waiting Time? A Case Study from the Healthcare Sector,” in 2022 9th International Conference on Behavioural and Social Computing (BESC), Oct. 2022, pp. 1–7, doi: 10.1109/BESC57393.2022.9995186.

O. H. Salman, M. I. Aal-Nouman, and Z. K. Taha, “Reducing waiting time for remote patients in telemedicine with considering treated patients in emergency department based on body sensors technologies and hybrid computational algorithms: Toward scalable and efficient real time healthcare monitoring syste,” J. Biomed. Inform., vol. 112, p. 103592, Dec. 2020, doi: 10.1016/j.jbi.2020.103592.

C. J. C. Paraiso, M. J. A. Mejia, M. D. P. Pagatpatan, C. K. A. Remo, and J. V. Apan, “Design of an RFID-Based Smart Queueing System Integrated with Computer Vision Utilizing Dynamic Source Routing Algorithm,” in TENCON 2024 - 2024 IEEE Region 10 Conference (TENCON), Dec. 2024, pp. 649–652, doi: 10.1109/TENCON61640.2024.10903103.

K. Wang, “Accessibility, Cost, and Quality of an Online Regular Follow-Up Visit Service at an Internet Hospital in China: Mixed Methods Study,” J. Med. Internet Res., vol. 26, p. e54902, Oct. 2024, doi: 10.2196/54902.

P. Kathiravelu, A. R. Bhimireddy, and J. W. Gichoya, “Network Measurements and Optimizations for Telehealth in Internet’s Remote Regions,” in 2023 Tenth International Conference on Software Defined Systems (SDS), Oct. 2023, pp. 39–46, doi: 10.1109/SDS59856.2023.10329044.

J. R. Skelly and T. O’Connor, “Guidelines for the use of the attend anywhere platform for telecommunications within the pain service,” Ir. Med. J., vol. 114, no. 7, 2021, [Online]. Available: https://www.scopus.com/inward/record.uri?eid=2-s2.0-85116308576&partnerID=40&md5=ca87882a9dfa42c598298e6ab9499d5f.

Z. Wang, Y. Wang, Y. Qiu, and C. Jin, “Strategic Resource Allocation in Dual-Channel Healthcare Systems: The Role of Telemedicine in Physician Assignment,” IEEE Trans. Autom. Sci. Eng., vol. 22, pp. 13569–13587, 2025, doi: 10.1109/TASE.2025.3549822.

Yaski, “Sistem Informasi Kesehatan Khanza untuk Rumah Sakit,” Website YASKI, 2025. https://www.yaski.or.id/.

R. P. O. Kusumastiwi, Regia Aristyanto, and Fahmi Yunisa, “Analysis of the Effectiveness of Online-Based Patient Queue Management System Innovation: Study at the Dental and Oral Hospital, Universitas Muhammadiyah Yogyakarta, Indonesia,” Community Med. Educ. J., vol. 5, no. 2, pp. 491–499, May 2024, doi: 10.37275/cmej.v5i2.557.

P.T. Chen, C.L. Lin, and W.N. Wu, “Big data management in healthcare: Adoption challenges and implications,” Int. J. Inf. Manage., vol. 53, p. 102078, Aug. 2020, doi: 10.1016/j.ijinfomgt.2020.102078.

K. H. Andarista, Penerapan Pelaksanaan Standar Operasional Prosedur Pelayanan Kesehatan Pasien Rawat Jalan Pada Rsu Fastabiq Sehat Pku Muhammadiyah. repository.unissula.ac.id, 2023. https://repository.unissula.ac.id/28553/

R. Hanifa, F. N. Yusuf, S. R. Yusra, and D. Suherdi, “Adapting EFL materials and its influences on Indonesia secondary school students’ language learning,” Asian-Pacific J. Second Foreign Lang. Educ., vol. 9, no. 1, p. 69, Sep. 2024, doi: 10.1186/s40862-024-00297-7.

I. G. Kuleshova, I. V. Kiselnikov, and E. K. Breitigam, “Stages of understanding educational material: The issues of contents,” Sci. Educ. Today, vol. 9, no. 5, pp. 97–109, Oct. 2019, doi: 10.15293/2658-6762.1905.06.

N. Serki and S. Bolkan, “The effect of clarity on learning: impacting motivation through cognitive load,” Commun. Educ., vol. 73, no. 1, pp. 29–45, Jan. 2024, doi: 10.1080/03634523.2023.2250883.

S. Bolkan and A. K. Goodboy, “Conditional indirect effects of clarity on students’ information processing: disentangling sources of cognitive load,” Commun. Educ., vol. 73, no. 3, pp. 247–266, Jul. 2024, doi: 10.1080/03634523.2024.2303438.

C. Blassingame, “Facilitation Skills,” in Career Pathways in Adult Education, New York: Routledge, 2023, pp. 34–41. https://www.kas.de/c/document_library/get_file?uuid=8159de20-2e04-f18b-002e-8cf996146504&groupId=252038

S. Prediger, B. Roesken-Winter, R. Stahnke, and B. Pöhler, “Conceptualizing content-related PD facilitator expertise,” J. Math. Teach. Educ., vol. 25, no. 4, pp. 403–428, Aug. 2022, doi: 10.1007/s10857-021-09497-1.

F. Otaki, M. Gholami, I. Fawad, A. Akbar, and Y. Banerjee, “Students’ Perception of Formative Assessment as an Instructional Tool in Competency-Based Medical Education: Proposal for a Proof-of-Concept Study,” JMIR Res. Protoc., vol. 12, p. e41626, Mar. 2023, doi: 10.2196/41626.

S. P. Dewi, A. Wilson, R. Duvivier, B. Kelly, and C. Gilligan, “Perceptions of medical students and their facilitators on clinical communication skills teaching, learning, and assessment,” Front. Public Heal., vol. 11, Jun. 2023, doi: 10.3389/fpubh.2023.1168332.

J. A. Kotler and M. K. Brooks, “The evaluation and impact of educational media and technology on children and adolescents,” in Encyclopedia of Child and Adolescent Health, Elsevier, 2023, pp. 408–416. doi: 10.1016/B978-0-12-818872-9.00174-6

A. E. E. Sobaih, I. A. Palla, and A. Baquee, “Social Media Use in E-Learning amid COVID 19 Pandemic: Indian Students’ Perspective,” Int. J. Environ. Res. Public Health, vol. 19, no. 9, p. 5380, Apr. 2022, doi: 10.3390/ijerph19095380.

M. Simons, T. F. H. Smits, and P. Janssenswillen, “Newspapers as teaching tools for media literacy education what makes teachers use newspapers in their classrooms?,” EMI. Educ. Media Int., vol. 57, no. 4, pp. 332–352, Oct. 2020, doi: 10.1080/09523987.2020.1848510.

A. Wang, S. Guan, K. S. Koong, and L. Y. Koong, “An M/M/1 and M/M/2 queuing solution to improve virtual scheduling in healthcare,” Int. J. Electron. Healthc., vol. 9, no. 1, p. 42, 2016, doi: 10.1504/IJEH.2016.078744.

M. Ngorsed and P. Suesaowaluk, “Hospital Service Queue Management System with Wireless Approach,” 2016, pp. 627–637. https://doi.org/10.1007/978-981-10-0539-8_61

R. Klimek, “Sensor-Enabled Context-Aware and Pro-Active Queue Management Systems in Intelligent Environments,” Sensors, vol. 20, no. 20, p. 5837, Oct. 2020, doi: 10.3390/s20205837.

A. G. Rodríguez Buitrago and L. Y. Sandoval-Estupiñán, “El valor de la confianza en la escuela,” Rev. Investig. en Educ., vol. 20, no. 1, pp. 40–57, Apr. 2022, doi: 10.35869/reined.v20i1.3966.

M. Platz, “Trust Between Teacher and Student in Academic Education at School,” J. Philos. Educ., vol. 55, no. 4–5, pp. 688–697, Jan. 2022, doi: 10.1111/1467-9752.12560.

H.-Q. Cao and C. Han, “The effect of Chinese vocational college students’ perception of feedback on online learning engagement: academic self-efficacy and test anxiety as mediating variables,” Front. Psychol., vol. 15, Jun. 2024, doi: 10.3389/fpsyg.2024.1326746.

I. T. Awidi and J. Q. Klutsey, “Using Online Critical Reflection to Enhance Students’ Confidence, Motivation, and Engagement in Higher Education,” Technol. Knowl. Learn., Aug. 2024, doi: 10.1007/s10758-024-09751-4.

H. Wei and Y. Luo, “Uncovering the state of academic motivation, achievement emotion, self- confidence, and achievement goals in online/offline language instruction,” Learn. Motiv., vol. 89, p. 102085, Feb. 2025, doi: 10.1016/j.lmot.2024.102085.

K. Daniel, M. M. Msambwa, F. Antony, and X. Wan, “Motivate students for better academic achievement: A systematic review of blended innovative teaching and its impact on learning,” Comput. Appl. Eng. Educ., vol. 32, no. 4, Jul. 2024, doi: 10.1002/cae.22733.

A. Liu, Y. Wei, Q. Xiu, H. Yao, and J. Liu, “How Learning Time Allocation Make Sense on Secondary School Students’ Academic Performance: A Chinese Evidence Based on PISA 2018,” Behav. Sci. (Basel)., vol. 13, no. 3, p. 237, Mar. 2023, doi: 10.3390/bs13030237.

C. Hu, H. Wei, R. Zhou, and Y. Ma, “Study on the influence of online course design on Students’ online learning satisfaction the moderating effect of MOOC platform quality,” Appl. Math. Nonlinear Sci., vol. 9, no. 1, Jan. 2024, doi: 10.2478/amns-2024-2257.

Y. He and X. Fu, “Learning Satisfaction of Learners and Curriculum Design under Different Online Teaching Platforms,” Int. J. Emerg. Technol. Learn., vol. 17, no. 10, pp. 227–239, May 2022, doi: 10.3991/ijet.v17i10.30937.

T. D. A, V. G, S. N, and S. R, “An Empirical Study on Students’ Satisfaction Towards Sustainable Online Education,” ECS Trans., vol. 107, no. 1, pp. 10225–10235, Apr. 2022, doi: 10.1149/10701.10225ecst.

Y. Wu, X. Xu, J. Xue, and P. Hu, “A cross-group comparison study of the effect of interaction on satisfaction in online learning: The parallel mediating role of academic emotions and self-regulated learning,” Comput. Educ., vol. 199, p. 104776, Jul. 2023, doi: 10.1016/j.compedu.2023.104776.

Y. Zhang and C.-H. Lin, “Student interaction and the role of the teacher in a state virtual high school: what predicts online learning satisfaction?,” Technol. Pedagog. Educ., vol. 29, no. 1, pp. 57–71, Jan. 2020, doi: 10.1080/1475939X.2019.1694061.

Q. Ali, “Exploring the Students’ Perceived Effectiveness of Online Education during the COVID-19 Pandemic: Empirical Analysis Using Structural Equation Modeling (SEM),” Behav. Sci. (Basel)., vol. 13, no. 7, p. 578, Jul. 2023, doi: 10.3390/bs13070578.

D. Mussulman, K. Jensen, J. R. Amos, and J. Osborn, “Measuring impact: Student and instructor experience using an online queue,” 2020 ASEE Virtual Annual Conference Content Access. peer.asee.org, 2020, [Online]. Available: https://peer.asee.org/measuring-impact-student-and-instructor-experience-using-an-online-queue.