Optimizing Digital Health Systems in Clinical Care through a Healthcare Provider Experience Approach

Intan Puspitasari; Slamet Azzahra; Vina Gunawan

Authors

Intan Puspitasari Universitas Indonesia Author
Slamet Azzahra Universitas Indonesia Author
Vina Gunawan Universitas Gadjah Mada Author

Keywords:

Clinical care, Digital health systems, Healthcare provider experience, Human-centered digital health, Sociotechnical systems

Abstract

This study aims to explore healthcare providers’ experiences in optimizing digital health systems in clinical care. Digital health systems have become essential in healthcare transformation, but their implementation often creates tensions between efficiency, documentation demands, workflow changes, and provider-patient interaction. This study used a qualitative multiple-case study design conducted in three healthcare facilities in Bandar Lampung, Indonesia, consisting of a regional public hospital, a private type-C hospital, and an urban public health center. Data were collected from 24 to 30 healthcare providers, including doctors, nurses, midwives, pharmacists, laboratory staff, medical record officers, information technology support staff, and clinical service managers. The study used semi-structured interviews, non-participant observation, and document review. Data were analyzed using reflexive thematic analysis. The findings identified five main themes: faster access to patient information, increased digital documentation burden, changing patterns of clinical communication, unequal digital competence, and the importance of continuous organizational support. These findings show that digital health optimization is not merely a technical process, but a sociotechnical and human-centered process shaped by workflow, professional roles, organizational readiness, and user experience. The study contributes to the understanding of digital health implementation by positioning healthcare provider experience as a key factor in improving system usability, patient safety, and clinical service quality. Further research is recommended to compare experiences across urban and rural facilities and to examine the impact of digital workload on healthcare provider performance.

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