The Impact of Implementing Electronic Medical Records (EMR) on Outpatient Services at Toto Kabila Regional General Hospital, Bone Bolango Regency, Gorontalo Province

Abstract

The implementation of Electronic Medical Records (EMR) represents an important component of digital transformation in healthcare, particularly in outpatient services that require rapid, accurate, and accessible patient information. This study aimed to analyze the impact of EMR implementation on outpatient services at Toto Kabila Regional General Hospital, Bone Bolango Regency, Gorontalo Province. A descriptive qualitative design with a phenomenological approach was employed. Five informants were selected purposively, comprising the head of the medical records unit, a medical records officer, an outpatient registration officer, a nurse, and an information technology staff member. Data were collected through in-depth interviews, observation, and documentation and analyzed through data reduction, data presentation, and conclusion drawing. The findings indicate that EMR implementation improves outpatient service efficiency by accelerating patient registration, patient-data retrieval, and service documentation while reducing dependence on paper records and physical storage. EMR also improves the completeness, accuracy, accessibility, and security of medical record data through electronic storage and user-based access controls. Health workers generally perceive EMR positively because it facilitates their work and access to patient information. Nevertheless, implementation remains constrained by unstable internet connectivity, system errors, limited supporting devices, incomplete integration with BPJS, and the need for continuous improvement of user competencies. The study concludes that EMR has contributed positively to outpatient service quality at Toto Kabila Regional General Hospital, although system optimization, infrastructure strengthening, continuous training, technical support, and periodic evaluation remain necessary.