The implementation of Electronic Medical Records (EMR) in outpatient services aims to improve the efficiency, accuracy, and accessibility of clinical information. However, the effectiveness of such systems is highly dependent on user satisfaction. This study evaluated the satisfaction of health personnel using outpatient EMR at Sultan Fatah Regional Hospital, Indonesia, by employing the End User Computing Satisfaction (EUCS) model. The research addressed issues related to incomplete data, low system responsiveness, and interface usability that may affect the quality of service delivery. A qualitative descriptive method was used, involving in-depth interviews, direct observations, and document analysis from 21 informants selected purposively across multiple service units. The EUCS dimensions—content, accuracy, format, ease of use, and timeliness—were used to assess user experience. The findings indicate that users encountered problems such as incomplete patient data and duplicate records (accuracy), non-intuitive interfaces (format and ease of use), and delays in accessing medical information (timeliness). Observations and documentation review further revealed a reliance on manual backups and inconsistencies between digital and physical records. Overall, the study highlights the need for better data integration, enhanced user training, interface redesign, and system infrastructure upgrades to ensure real-time and comprehensive EMR usage. The study concludes that addressing technical and human factors through the EUCS model can enhance user satisfaction and system utilization in outpatient healthcare settings.
Ainurrizah et al. (Thu,) studied this question.
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