Rancang Bangun Aplikasi Antrian Pasien pada Klinik Kamila Therapy House menggunakan Metode Customer Relationship Management (CRM)

Abstract

This study aims to design a Customer Relationship Management (CRM) system for a clinic that still uses manual methods for managing patient data. Interviews revealed that the clinic, established in 2018, has experienced service development, but still faces various challenges in administrative processes, such as patient data recording, medical record retrieval, and unintegrated queue management. The current service process is considered inefficient because it takes a long time, especially when the number of patients increases, resulting in long waiting times and potential patient discomfort. Furthermore, the lack of a reminder system for follow-up appointments and the limited delivery of information to patients pose challenges in maintaining long-term patient relationships. Therefore, a CRM-based system is needed that can manage patient data in a structured manner, store visit and treatment history, provide reminder features for follow-up appointments, and support communication between the clinic and patients. With this system, it is hoped that the administrative process will be faster, more accurate, and more organized, and can improve the quality of healthcare services and overall patient satisfaction.