Model Bisnis Rumah Sakit Smartcare: Integrasi Layanan Digital Dan Manajemen Mutu

Smartcare Hospital Business Model: Integration of Digital Services and Quality Management

Abstract

Introduction: This study examines how integrating digital services, such as electronic medical records (EMR), with Total Quality Management (TQM) principles within the SmartCare hospital business model can enhance operational performance and patient satisfaction. Digital transformation in healthcare and TQM practices are increasingly seen as critical elements for improving service quality and institutional competitiveness. Methods: A descriptive-analytic quantitative design was employed using structured questionnaires distributed to SmartCare hospital staff and managers. Secondary data on financial performance and service quality were also collected. Data analysis was conducted using descriptive statistics, Pearson correlation, and multiple linear regression to explore the relationships between digital adoption, TQM implementation, operational efficiency, financial performance, and patient satisfaction. Results: The study found that the integration of digital platforms and TQM practices was widely adopted across the hospital. TQM implementation was positively associated with improvements in operational efficiency and financial outcomes. Additionally, a strong positive correlation was found between continuous quality management and increased patient satisfaction, suggesting that digital-TQM synergy supports service improvement initiatives. Discussion: The integration of digital systems and TQM within SmartCare’s hospital business model strengthens operational excellence, financial sustainability and service quality. This synergy represents a foundational strategy for hospitals aiming to deliver consistent, patient-centered care in an increasingly digital healthcare environment.