FRONT OFFICE STAFF COMPETENCY IN HOSPITAL INFORMATION SYSTEMS: BARRIERS AND ADAPTATION STRATEGIES IN AN INDONESIAN HOSPITAL

Abstract

Front office staff are the first point of contact between patients and hospitals and primary users of registration modules in the Hospital Management Information System (SIMRS). However, interactions among staff knowledge, skills, attitudes, and organizational and technological factors remain insufficiently understood. This study explored front office staff competency in SIMRS implementation at RS Kartika Husada Jatiasih, Indonesia, and identified barriers and adaptation strategies. A descriptive qualitative case study was conducted in July 2026 involving eight front office staff selected through purposive sampling. Data were collected through in-depth interviews, non-participant observation, and document review. Data analysis involved reduction, display, and conclusion drawing, supported by source and method triangulation. Five themes emerged. Basic knowledge and operational skills were generally adequate and attitudes toward SIMRS were positive, but mastery of advanced features, including BPJS integration and reporting, was concentrated among coordinators and experienced staff, and performance became less stable during system disruptions and peak-hour workloads. These gaps coincided with organizational and technological barriers, notably irregular training, inconsistent dissemination of standard operating procedures (SOPs), limited network infrastructure, and high workloads. Staff compensated through peer learning, manual backup recording, and rapid coordination with information technology (IT) personnel. Staff competency appeared to be shaped by interactions among individual capabilities, organizational support, and technological conditions. Prioritizing regular, tiered training, consistent SOP dissemination, reliable network infrastructure, and structured peer mentoring may strengthen SIMRS implementation and maintain front office service continuity.