Indonesia’s Premier Bintaro Hospital stands out as an early mover in hospital digitalisation. Its comprehensive suite of digital systems was first implemented in the mid-2010s, including electronic medical records (EMR), hospital information system (HIS), PACS for radiology, and an integrated laboratory system.

Beyond clinical systems, key operational functions such as human resources, inventory, procurement, finance, and incident reporting also run on dedicated digital platforms. Over the years, the hospital has transformed into a paperless one, with integrated systems enabling efficient workflows and improved collaboration across various hospital units, said CEO Dr Relia Sari.

 

Enhancing patient experience through digital touchpoints

The robust back-office digital infrastructure forms the backbone of patient-facing innovations.

Dr Sari listed several examples of digital systems designed to improve patient experience at Premier Bintaro:

1. Digital patient feedback system

Previously, patient feedback was collected through paper forms. Today, patients can submit them online by scanning a QR code, which goes into an internal business portal monitored by customer service teams. The teams help route them to the relevant departments for follow-up if needed.

“This has helped us with faster and more structured responses, and with monitoring, reporting and engaging with our patients,” Dr Sari said.

2. Direct communication channel for inpatients and families

Premier Rules is a group-wide initiative that allows inpatients and their relatives to communicate directly with a dedicated nurse on duty. Placed beside the patient’s bed, the QR code connects them to a portal where they can raise concerns or ask questions about the patient’s condition.

Unlike a general customer service hotline, this channel allows users to receive clinical information in a timely manner.

3. QR-enabled services for meal ordering and housekeeping

Patients can now select meal options and request housekeeping items via QR code as well. All submissions are logged in the internal portal, allowing departments to respond quickly and track service levels.

4. Chatbot and digital self-kiosk

Premier Bintaro’s website hosts a chatbot (conversant in Bahasa Indonesia and English), which guides users in checking doctor schedules and navigating hospital services.

The hospital has also introduced a self-kiosk that allows patients to register or make new appointments without the hassle of long queues.

Measuring impact on patients and operations

To ensure that digital tools deliver real improvements, the hospital tracks several performance indicators. A key metric is outpatient waiting time.

“Our target is for outpatient visits to finish within two hours, from registration to completion,” said Dr Sari. “Most of the time we achieve less than two hours.”

The team also tracks discharge times for inpatients, though this remains a complex area, particularly for insured patients. As multiple steps are involved—from doctor reviews to pharmacy preparation to insurance approval—close coordination is essential. The hospital is seeking to kickstart the discharge process as early as possible, with doctors informing patients at least a day in advance, to reduce bottlenecks.

Next up: automated pharmacy, robotics and AI

The hospital’s digital transformation journey continues with its robotic surgery system for spine surgery, referred to as “Robbin”. The robot supports precise surgical interventions, potentially reducing complications and improving recovery times.

Looking ahead, Dr Sari is looking at introducing a pharmacy automation system, integrated with the EMR, inventory and medication administration. This would not only improve dispensing and medication accuracy, but also boost pharmacy productivity.

AI will undoubtedly be a closely watched space. Premier Bintaro has already adopted AI in diagnostic imaging, helping radiologists interpret scans with greater clarity. The team is now exploring AI-powered clinical documentation system which runs in the background during consultations and automatically drafts clinical notes into the EMR, reducing the administrative burden on doctors.

But technology adoption, Dr Sari emphasised, must always begin with real needs on the ground.

“It needs to come from the clinicians or patients, and not from AI,” she said. “From there, we look for solutions, whether AI or not, that make care safer, faster, and more responsive.”