INTERNATIONAL JOURNAL OF SOCIAL AND MANAGEMENT STUDIES (IJOSMAS)

Vol. 3 No 5 (2022) e-ISSN : 2775-0809

Digital Transformation of Health Quality

Services in the Healthcare Industry during
Disruption and Society 5.0 Era
Denok Kurniasih1, Paulus Israwan Setyoko2, Anggara Setya Saputra3
1,2
Universitas Jenderal Soedirman Purwokerto
3
Universitas Wijayakusuma Purwokerto
Corresponding email: [email protected]

Abstract
The purpose of this study is to analyze the digital transformation of service quality in the health industry
in the era of disruption and society 5.0. This research method is a literature review, which examines
digital transformation literacy from articles in reputable international journals.Digital transformation has
played a role in revolutionizing various industries, especially in the health sector. Technology in the
health sector allows an individual to have a healthier life, a longer life expectancy, and a more productive
life. In preparation for the era of disruption 4.0, there are still many hospitals and health care facilities that
face various challenges. The main challenges are felt in terms of the ambiguity of laws and regulations
and the lack of harmonization of regulations between related ministries. In addition, from internal factors,
the lack of openness, motivation, and good knowledge management on the part of hospital management,
medical service doctors, and IT teams in the organization also need to be addressed. Various
recommendations to related parties have been formulated in the focus group discussion.
Recommendations are addressed to the government, especially those authorized to issue regulations and
financial support, as well as hospital management to increase implementation commitment, knowledge
management of big data analysis and cloud systems, as well as empowering human resources within the
organization. These recommendations are expected to be the first step in realizing a digital-based health
system that is able to provide quality health services for the people

Keywords: Digital Transformation; Health Quality Services; Healthcare Industry; Disruption and Society
5.0 Era

Introduction

Digital transformation has played a role in revolutionizing various industries, especially in the health
sector. Technology in the health sector allows an individual to have a healthier life, a longer life
expectancy, and a more productive life. For example, in 2015, telemedicine was accessed by more than
one million people. This figure will increase significantly in 2021, where the number of people who
access telemedicine has reached 12 million people. According to Chouaibi et al. (2022) technology has
empowered patients even in remote areas to access quality health services.

According to Chouaibi et al. (2022); Kane et al. (2015) In addition to telemedicine, several other health
technologies in the industrial era 4.0 that have been developed and utilized by various service facilities
include artificial intelligence, blockchain, IoT (internet of things), and robotic services. According to
Nousopoulou et al. (2022); Putra et al. (2020) many health companies view technology not only as an
infrastructure but also as a strategic asset. From this fact, the idea arises that optimally utilized technology
will provide insight or input that is very useful for business progress. Appropriate data analysis can be

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Vol. 3 No 5 (2022) e-ISSN : 2775-0809

used to improve service access to the community, increase the effectiveness of human resources, improve
service quality, and reduce health care costs.

According to Kane et al. (2015)The use of health technology among consumers also opens up
opportunities for patients and their families, so that it is easier to get information and understanding about
diseases, treatment options, and to easily access and choose hospitals or health facilities that suit their
needs. According to Prameswari et al.(2020);Priyono et al. (2020);Reis et al. (2018);Sebastian et al.
(2020) By realizing the benefits of this digital transformation, more and more companies operating in the
health sector, including hospitals, are taking the initiative to adopt this digital transformation into their
management systems to produce better quality health services. According to Chouaibi et al. (2022) not all
health facilities are ready to welcome the era of disruption 4.0 which is full of digitization. According to
Shen et al. (2021);Schwertner (2017);Tsou et al. (2021);Vial (2021) Various obstacles related to human
resources, funding sources, business processes, government regulations and regulations, as well as the
absence of a data integration system are often challenges in realizing this. These are relevant ministries,
professional associations, and implementing doctors to be able to always collaborate and be open to the
process of renewal and learning. The Ministry of Health always supports efforts to digitize hospitals,
which is shown in various existing innovations, including smart e-health concepts such as telemedicine,
and e-medical records. Of course, this digitalization cannot be separated from the need for clear
regulations and support the growth of the system with one goal, namely improving the quality of
Indonesian public health services.

Method
The design of this research is Literature Review, which is a description of the theory, findings and other
research materials obtained from reference materials to be used as the basis for research activities.
Literature review contains reviews, summaries, and the author's thoughts on several library sources on the
topics discussed. A good literature review must be relevant, current, and adequate. Theoretical
foundations, theoretical reviews, and literature reviews are some of the ways to conduct a literature
review. Methods of searching for articles in research journal databases and searching through the internet.
The database search used was Google Scholar from 2018 to 2022. For article searches, the keywords used
in data collection were Digital Transformation; Health Quality Services; the Healthcare Industry;
Disruption and Society 5.0 Era. There are four procedures used in this research. The three procedures are:
(1) Organize, namely organizing the literature to be reviewed/reviewed. The literature reviewed is
literature that is relevant/in accordance with the problem. The stages in organizing the literature are
looking for ideas, general goals, and conclusions from the literature by reading the abstract, several
introductory paragraphs, and conclusions, as well as grouping the literature based on certain categories;
(2) Synthesize, which is to unite the results of the organization of the literature into a summary so that it
becomes a unified whole, by looking for linkages between literatures; (3) Identify, namely identifying
controversial issues in the literature, the controversy in question is an issue that is considered very
important to be discussed or analyzed, in order to get an interesting article to read; and (4) Formulate,
namely formulating questions that require further research.

Result and Discussion

According to Verhoef et al. (2021);Yu et al. (2022);Ziyadin et al. (2019)The healthcare industry is
entering an era of digital innovation where patients are looking for services that can directly answer their
needs because they are limited by their daily activities. Consumers who are looking for medical
information on the internet, looking for information about doctors, booking a schedule of health checks.
Based on these facts, it is necessary for the hospital management team to find out the needs of target

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Vol. 3 No 5 (2022) e-ISSN : 2775-0809

consumers or patients and incorporate them into a digital system (eg ease of access using a smartphone).
This market need is being exploited by several health technology companies, which are currently growing
in the community. According to Gray et al. (2017);Kane et al. (2015) Big data combines very large
amounts of information and various formats, namely from the use of social media, e-commerce, online
transactions, financial transactions, as well as identifying trends and business patterns in the future.
According to Gray et al. (2017) In the healthcare industry, big data can provide several advantages,
including lower medical error rates, facilitating preventive healthcare, and more accurate predictions for
recruiting human resources (e.g. by helping hospitals and clinics predict an increase in the number of
patients over a given period of time). thereby helping management decide to increase the number of staff
at that time). In addition to the need for investment in the field of big data, processing and analysis of the
data is also needed to identify business weaknesses and help management to better understand the
intended target patient.

In today's digital era, patients have started to focus on preventive health and are more concerned about
knowing various things related to medical information. The implication is that several companies have
invested in the field of medical devices that can be used by patients to determine their health status.
Existing medical devices include heart rate detectors, exercise trackers, sweat discharge measuring
devices, tools to measure blood sugar levels, and oxygen levels. According to Chouaibi et al. (2022);Ebert
et al. (2018);Gray et al. (2017);Kane et al. (2015) Big information gathered from big data and other
sources (such as social media) can help companies to develop health recommendation services to patients.
This is what is called predictive health care, where we can now predict what diseases and disorders may
become epidemic in the future. From the estimation of the disease or outbreak that will occur, health
facilities can certainly anticipate this and prepare the necessary prevention or handling steps.

Conclusion

In preparation for the era of disruption 4.0, there are still many hospitals and health care facilities that face
various challenges. The main challenges are felt in terms of the ambiguity of laws and regulations and the
lack of harmonization of regulations between related ministries. In addition, from internal factors, the lack
of openness, motivation, and good knowledge management on the part of hospital management, medical
service doctors, and IT teams in the organization also need to be addressed. Hospitals need to be
motivated to immediately implement SIMRS in their management in order to realize optimal data
integration on a national scale. The problem of using big data, data security and protection, data privacy,
and the use of cloud computing systems is also one of the issues that is quite challenging to understand
and apply in business.Various recommendations to related parties have been formulated in the focus
group discussion. Recommendations are addressed to the government, especially those authorized to issue
regulations and financial support, as well as hospital management to increase implementation
commitment, knowledge management of big data analysis and cloud systems, as well as empowering
human resources within the organization. These recommendations are expected to be the first step in
realizing a digital-based health system that is able to provide quality health services for the people

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