Exploring HR Experiences at Bunda Sarini Clinic: Digitalization, MIS, Service Quality, and Operational Efficiency

Journal of International Multidisciplinary Research Exploring HR Experiences at Bunda Sarini Clinic: Digitalization, MIS, Service Quality, and Operational Efficiency Giovanni Owen Nanda Wijaya1 , Eddy Yunus2, Meithiana Indrasari3 Faculty of Economics and Business, Dr Soetomo University, Surabaya, Indonesia1, 2, 3 * Informasi Artikel E-ISSN : 3026-6874 Vol: 3 No: 1 Januari 2025 Page : 232-246 Keywords: Digitalization, Management Information Systems, Human Resource Efficiency, Healthcare Service Quality, Operational Effectiveness Abstract The integration of digitalization and Management Information Systems (MIS) has profoundly enhanced human resource efficiency, service quality, and operational effectiveness at Klinik Pratama Bunda Sarini. This study explores the role of MIS in optimizing workforce management and improving patient-centered care, highlighting both its advantages and the challenges encountered during implementation. Researchers employed a qualitative case study approach, utilizing semi-structured interviews and document analysis to examine HR professionals' experiences with digital transformation. The findings indicate that MIS has streamlined administrative workflows, reduced clerical inefficiencies, and improved real-time data accessibility, facilitating faster decision-making and higher patient satisfaction. However, workforce resistance, digital literacy limitations, and data security concerns created obstacles in the transition process. Structured HR-led training programs and phased implementation strategies effectively addressed these challenges. The study underscores the importance of sustained investment in workforce development, cybersecurity measures, and digital infrastructure to support long-term healthcare digitalization. Future research should evaluate the long-term impact of digital adoption in small-scale healthcare institutions. Abstrak Integrasi digitalisasi dan Sistem Informasi Manajemen (SIM) telah meningkatkan efisiensi sumber daya manusia, kualitas layanan, dan efektivitas operasional di Klinik Pratama Bunda Sarini. Penelitian ini mengeksplorasi peran MIS dalam mengoptimalkan manajemen tenaga kerja dan meningkatkan pelayanan yang berpusat pada pasien, menyoroti keuntungan dan tantangan yang dihadapi selama implementasi. Para peneliti menggunakan pendekatan studi kasus kualitatif, dengan menggunakan wawancara semiterstruktur dan analisis dokumen untuk memeriksa pengalaman profesional SDM dengan transformasi digital. Temuan menunjukkan bahwa MIS telah merampingkan alur kerja administratif, mengurangi inefisiensi administrasi, dan meningkatkan aksesibilitas data secara real-time, memfasilitasi pengambilan keputusan yang lebih cepat dan kepuasan pasien yang lebih tinggi. Namun, resistensi tenaga kerja, keterbatasan literasi digital, dan masalah keamanan data menciptakan hambatan dalam proses transisi. Program pelatihan terstruktur yang dipimpin oleh SDM dan strategi implementasi bertahap secara efektif mengatasi tantangan-tantangan ini. Penelitian ini menggarisbawahi pentingnya investasi berkelanjutan dalam pengembangan tenaga kerja, langkah-langkah keamanan siber, dan infrastruktur digital untuk mendukung digitalisasi layanan kesehatan jangka panjang. Penelitian di masa depan harus mengevaluasi dampak jangka panjang dari adopsi digital di institusi kesehatan berskala kecil. Kata Kunci : Digitalisasi, Sistem Informasi Manajemen, Efisiensi Sumber Daya Manusia, Kualitas Layanan Kesehatan, Efektivitas Operasional INTRODUCTION Human Resource Management (HRM) plays a pivotal role in the healthcare sector by facilitating efficient service delivery and enhancing workforce performance. Effective workforce management enhances patient care, optimizes healthcare operations, and addresses the sector’s inherent complexities. Research indicates a strong correlation between advanced HRM practices and improved healthcare performance, particularly in the recruitment, retention, and training of healthcare professionals. The availability of skilled healthcare Journal of International Multidisciplinary Research Vol: 3 No: 1 Januari 2025 workers is fundamental to achieving global health objectives, with efficient HRM strategies also contributing to higher job satisfaction among healthcare professionals, ultimately leading to improved patient care quality (Teshome et al., 2022). A fundamental function of HRM in healthcare involves fostering employee engagement and commitment. As an impact of globalization, business organizations have made efforts to determine strategies that will contribute to sustainable competitive advantage (Sutanto et al., 2024). Hampel and Hajduová (2023) highlight that integrating medical staff into decisionmaking processes and offering skill development opportunities substantially enhance their quality of work life and organizational dedication. This participatory approach not only cultivates a sense of ownership among healthcare professionals but also aligns their efforts with institutional objectives, ultimately leading to improved overall performance (Rotea et al., 2023). Moreover, leadership remains a critical component of HRM, as effective leadership strategies have demonstrated a significant positive impact on healthcare workforce performance, particularly during crises such as the COVID-19 pandemic (Salas-Vallina et al., 2020). The adoption of flexible working arrangements, including optimized shift patterns, plays a crucial role in sustaining workforce well-being and enhancing operational efficiency. Gao et al. (2020) emphasized that implementing flexible shifts can significantly improve healthcare quality and patient outcomes by allowing nursing staff adequate time for rest and recovery. This aligns with the findings of Buchelt et al. (2020), who identified performance appraisal and team management as essential HRM functions that contribute to the effective administration of healthcare professionals. Additionally, HRM's role in both performance appraisal and conflict resolution highlights its importance in cultivating a productive and supportive work environment. Beyond its operational functions, Human Resource Management (HRM) plays a crucial role in overcoming challenges associated with healthcare service delivery, particularly in underserved regions. The recruitment and retention of skilled healthcare professionals are essential for optimizing service delivery and facilitating the integration of emerging technologies that enhance service quality (Babawarun, 2024). Motkuri and Mishra (2020) further reinforce this perspective, asserting that human resources serve as a foundational element in shaping global health outcomes. They emphasize the necessity of maintaining adequate staffing levels to ensure the achievement of optimal health outcomes. The establishment of a supportive organizational culture plays a vital role in enhancing patient satisfaction and overall healthcare performance. Ahmed and Bein (2023) emphasiz (...truncated)