Factors Inhibiting Medical Record Management in an Effort to Improve Service Quality at the Dr. Hasri Ainun Habibie Regional Hospital, Gorontalo Province

Abstract

Medical record management is an important component of hospital service quality because it supports the availability, accuracy, completeness, and timeliness of patient information. This study aimed to identify factors inhibiting medical record management in efforts to improve service quality at Dr. Hasri Ainun Habibie Regional General Hospital, Gorontalo Province. The study used a descriptive qualitative design. Five informants participated, consisting of one key informant, three main informants, and one additional informant. Data were collected through in-depth interviews, observation, and documentation and were analyzed through data reduction, data presentation, and conclusion drawing. The findings indicate that the Man aspect generally supports medical record management. The medical record unit has 26 personnel, although only five have an educational background in Medical Records and Health Information (RMIK), while most others are graduates of Public Health. The Machine aspect is supported by computers, printers, scanners, internet access, and the SIMGOS-based electronic medical record system, but internet instability, server capacity, and occasional SIMGOS disruptions remain obstacles. The Method aspect operates relatively well because the hospital has policies and standard operating procedures (SOPs) and applies electronic medical records consistently. Overall, medical record management has been implemented adequately, but strengthening technological infrastructure and increasing personnel with RMIK backgrounds remain necessary to support service quality.