Risk Management Analysis of Electronic Medical Record System Disruptions to Outpatient Waiting Time

Abstract

Background: The use of Electronic Medical Records (EMR) in outpatient services at UPTD Puskesmas Liwuto still faces several disruptions, including slow internet connections, prolonged system loading, server errors/down, difficulties in patient data input, limited computer availability, and power outages. Two computers are available at the registration unit, but only one is currently operational. Under normal conditions, patient registration takes approximately 3 minutes for returning patients and 5 minutes for new patients, whereas during system disruptions, the service time can increase to approximately 30 minutes or even up to 1 hour. Objective: This study aimed to analyze the risk management of Electronic Medical Record system disruptions and their impact on outpatient waiting time at UPTD Puskesmas Liwuto using the Failure Mode and Effect Analysis (FMEA) method. Sample/Research Object: The research object was EMR system disruptions in outpatient services and their impact on patient waiting time at UPTD Puskesmas Liwuto. Methods: This study used a descriptive qualitative design. Data were collected through interviews and observations and analyzed using the Failure Mode and Effect Analysis (FMEA) method based on severity, occurrence, and detection levels to determine the Risk Priority Number (RPN). Results: The results showed several failure modes in the EMR system, namely slow internet connections, prolonged system loading, server errors/down, difficulties in patient data input, limited computer availability, and power outages. Based on the analysis of severity, occurrence, and detection, slow internet connections, prolonged system loading, and server errors/down had the highest risk levels, with an RPN value of 448. These disruptions affected service processing time and increased outpatient waiting time. Conclusion: Electronic Medical Record system disruptions are one of the risks affecting outpatient waiting time at UPTD Puskesmas Liwuto. Therefore, risk management, infrastructure strengthening, and continuous system evaluation are needed to support effective services and improve the quality of healthcare services.