Digital Health Implementation Models for Improving the Quality of Primary Health Care from a User Perspective

Aditya Ramadhan; Melati Fauzi; Heri Yunita

Authors

Aditya Ramadhan Universitas Airlangga Author
Melati Fauzi Universitas Airlangga Author
Heri Yunita Universitas Indonesia Author

Keywords:

Digital Health, Primary Health Care, User Perspective, Service Quality

Abstract

This study aims to explore digital health implementation models for improving the quality of primary health care from a user perspective. Digital health has become an important strategy for strengthening access, efficiency, communication, and continuity in primary care, yet its implementation often faces challenges related to digital literacy, trust, service integration, and unequal user readiness. This study used a qualitative case study design and was conducted in three public primary health centers and two private primary care clinics in Bandar Lampung City, Indonesia, from March to June 2026. Data were collected through semi-structured interviews, non-participant observation, and document review. Participants included 25 to 35 primary care users who had used digital health services at least twice in the previous six months, with additional information obtained from health workers and administrative staff for triangulation. Thematic analysis identified five main themes: improved administrative access, digital literacy gaps, trust in digital systems, changes in communication between users and health workers, and the need for a user-centred implementation model. The findings show that digital health can improve primary care quality when technology is simple, reliable, supported by staff, and integrated with actual service flow. However, users still need direct assistance and human interaction, especially when they face technical barriers or complex health concerns. This study contributes to digital health implementation theory by emphasizing user readiness, human support, service integration, and digital equity as key components of primary care transformation. Further research should examine the model across rural and vulnerable populations.

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