PENGEMBANGAN SISTEM PENJAMINAN MUTU PELAYANAN KESEHATAN BERBASIS DIGITAL: INTEGRASI PENGALAMAN PASIEN, TATA KELOLA DIGITAL, DAN PENINGKATAN KINERJA KLINIS BERKELANJUTAN

Abstract

The digital transformation of healthcare demands a quality assurance system capable of linking patient experience, information governance, and continuous clinical performance improvement. This study aims to develop a conceptual framework for digital quality assurance that integrates patient experience measurement, safety indicators, and organizational decision-making mechanisms. A structured literature review was conducted, employing a thematic synthesis of recent scientific publications concerning digital patient experience, information system maturity, clinical safety, and quality improvement. The synthesis resulted in a design comprising five interconnected components: multi-channel patient feedback collection; integration of clinical and administrative data; governance, security, and accountability; quality indicator analytics; and an improvement cycle based on periodic evaluation. This design positions patient experience as actionable operational input rather than merely a satisfaction score. The system also proposes a distribution of responsibilities among leadership, clinical staff, technology managers, and patient representatives. Success is evaluated through metrics such as data completeness, the timeliness of complaint follow-ups, patient engagement, procedural compliance, and relevant safety indicators. As these findings are conceptual, they do not yet demonstrate causal effectiveness within specific healthcare facilities. Implementation requires the validation of indicators, protection of personal data, interoperability, human resource readiness, and phased pilot testing. The contribution of this research lies in providing an operational framework—adaptable by hospitals and primary care services—to foster an evidence-based culture of quality, strengthen organizational transparency, and ensure that digital transformation supports the delivery of care that is safe, responsive, equitable, and patient-centered. This framework requires independent field testing, and any assessment must account for the specific context of each healthcare facility.