Digital Health and Patient Satisfaction in Indonesian Hospitals: A Systematic Literature Review
DOI:
https://doi.org/10.37287/ijghr.v8i6.2713Keywords:
digital health, hospital, Indonesia, patient experience, patient satisfaction, systematic literature reviewAbstract
Indonesian hospitals have rapidly adopted hospital information systems, electronic medical records, telemedicine, online registration, Mobile JKN, and artificial intelligence. Yet adoption alone does not guarantee a better patient experience. This review synthesized Indonesian evidence on how hospital digital transformation affects patient satisfaction and identified the mechanisms, implementation conditions, and evidence gaps. A systematic literature review following PRISMA 2020 searched Scopus, Google Scholar, SINTA, DOAJ, ScienceDirect, SpringerLink, and Wiley Online Library for publications from 2021 to 2026. Forty records were identified; after deduplication, screening, and full-text assessment, 15 from 40 studies were included in a qualitative thematic synthesis. Eight studies were quantitative, six were literature reviews, and one was qualitative. Mobile JKN and online registration were the most frequently examined interventions. Across the corpus, perceived gains in access, shorter administrative pathways, information quality, and operational efficiency were associated with greater satisfaction. However, benefits depended on usability, system integration, staff capability, organizational readiness, and the continued availability of humane offline support. The evidence base was geographically fragmented, dominated by cross-sectional designs, and potentially vulnerable to double-counting because primary studies and reviews were synthesized together. Digital transformation improves patient satisfaction when it removes friction from care rather than merely digitising it.
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