Hospital Digital Transformation for Healthcare Excellence: Overcoming Challenges toward Sustainable Service
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Abstract
Digital transformation is required by hospitals as a strategic effort in the highly regulated healthcare sector to improve service quality and maintain competitive advantage. This study aims to analyze the digital transformation process at JIH Hospital Yogyakarta through a case study of the implementation of Hospital Information Management System (SIMRS), Electronic Medical Record (ERM), JIHApps registration application, JIHPay self-payment system, and chatbot usage. The researchers used a descriptive qualitative approach with single case study method and data collection techniques through in-depth interviews, direct observation, and document studies. The findings show that digitalization improves operational efficiency, reduces patient waiting times, and increases service user satisfaction. Generally, staff showed high enthusiasm for innovation; however, there were differences in ability to master technology, so the adaptation process required contextual and continuous training approaches. Additionally, other challenges such as dependence on technology vendors and the complexity of external system integration remain obstacles that need to be managed strategically. This study also highlights the importance of cross-actor collaboration through open innovation approaches to accelerate technology adoption and optimize service innovation success. These findings provide strategic implications for hospital managers in formulating adaptive, collaborative digital policies focused on creating sustainable value for patients. This research has limitations in single case scope that only focuses on one hospital, so the findings cannot yet be generalized to other healthcare institutions. For future research, it is recommended to conduct comparative studies on several hospitals with different classifications and digitalization levels to enrich understanding of digital transformation strategies in the healthcare sector more broadly and deeply.
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