Patient Satisfaction Analysis at Bhayangkara Hospital, Level III, Korbrimob: Strategy for Improving PREMs/PROMs with AI Chatbots on WhatsApp in 2025
DOI:
10.29303/jppipa.v12i10.14761Published:
2026-10-14Downloads
Abstract
Improving patient-centered healthcare quality has become a major priority in modern health service systems. Patient-Reported Experience Measures (PREMs) and Patient- Reported Outcome Measures (PROMs) are essential instruments for evaluating service quality and health outcomes from the patient’s perspective. However, the collection of PREMs and PROMs data in hospitals is often conducted manually, resulting in inefficiency and limited sustainability. This study aims to analyze patient satisfaction at RS Bhayangkara Tk. III Korbrimob Polri and to formulate strategies for improving PREMs and PROMs through the utilization of an Artificial Intelligence (AI)-based WhatsApp chatbot. This study employed a quantitative approach with a survey design. The research sample consisted of 87 outpatient respondents selected using purposive sampling. Data were collected using PREMs and PROMs questionnaires distributed through an AI WhatsApp chatbot. Data analysis included descriptive statistics as well as validity and reliability testing. The results indicate that all dimensions of service quality and patient satisfaction are in the high category, with mean scores above 4.00. The highest scores were observed in the dimensions of empathy, service control, and trust, while waiting time and chatbot performance still require further optimization. Reliability testing yielded a Cronbach’s Alpha value of 0.988, indicating excellent internal consistency of the research instrument. The findings suggest that the implementation of an AI-based WhatsApp chatbot has the potential to enhance patient engagement in PREMs and PROMs reporting and to support a more effective and sustainable evaluation of hospital service quality. Strengthening chatbot functionality, reducing service waiting times, and utilizing PREMs and PROMs data for managerial decision-making are recommended to support digital transformation and service quality improvement at RS Bhayangkara Tk. III Korbrimob Polri.
Keywords:
AI chatbot Health services research Hospital service quality Patient satisfaction PREMs PROMs WhatsAppReferences
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