(KTI) EVALUATION OF USER EXPERIENCE OF ELECTRONIC MEDICAL RECORDS IN REGISTRATION SERVICES HOSPITAL PERTAMINA CIREBON

The advancement of information technology in healthcare has promoted the
digitalization of hospital services, including patient registration through the
implementation of Electronic Medical Records (EMR). At Pertamina Cirebon Hospital, the
EMR system supports the registration workflow. This study aims to evaluate the user
experience of the EMR system in the registration department based on six dimensions:
usefulness, usability, accessibility, efficiency, satisfaction, and trust.
This research applied a descriptive qualitative approach using triangulation
techniques. Data were collected through direct observation of registration staff activities,

document analysis of Standard Operating Procedures (SOP), and assessment using a three-
point Likert scale observation checklist. The study involved six registration staff members

and was conducted from June 2025 at Pertamina Cirebon Hospital.
The results showed that four user experience dimensions—usefulness, usability,
efficiency, and trust—scored an average of 3.0 and were categorized as “Appropriate,”
while the other two dimensions—accessibility and satisfaction—scored averages of 2.5–
2.6 and were categorized as “Partially Appropriate.” This indicates that while the system
effectively supports workflow, challenges remain in system accessibility and staff comfort.
In conclusion, the EMR system provides a generally positive user experience and
supports the digital implementation of registration SOPs. The study recommends
improvements in accessibility and user satisfaction, along with stronger technical support
during system disruptions to ensure more optimal and sustainable registration services.