Optimizing Referral Services: A Health Management Approach to Quality Improvement in Health Services

Authors

  • Felissia Shandra Ramadhani Universitas Negeri Malang
  • Nur Azizah Puspita Dewi Universitas Negeri Malang
  • Siti Salsabilla Safitri Universitas Negeri Malang
  • Yuniar Setia Purwanti Universitas Negeri Malang
  • Mika Vernicia Humairo Universitas Negeri Malang

DOI:

https://doi.org/10.62255/noval.v3i1.193

Abstract


Optimizing referral services through a health management approach aims to increase efficiency, reduce waiting times, and improve patient satisfaction. This study used a discrete-event simulation model with three scenarios: baseline (standard protocol), optimized service coordination (telemedicine integration), and predictive analytics-based resource reallocation. Simulation results showed a 40% reduction in waiting time (from 14 days to 8.5 days) in the service coordination scenario, with an increase in referral acceptance to 85%. Resource reallocation cut waiting time by 30% (9.8 days) and achieved 78% acceptance. Telemedicine expanded access to specialist services in remote areas, while predictive analytics reduced overload at major referral hospitals. However, challenges such as the primary-secondary care capacity imbalance and limited IT infrastructure in primary healthcare facilities still hamper. Recommendations include strengthening structured telemedicine, developing algorithm-based referral criteria, increasing primary care capacity, and dynamic feedback systems. This simulation proves that a holistic health management approach-combining technology, systemic collaboration, and data-driven policies-can build an adaptive, efficient, and equitable referral system.  

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Keywords:

Referral optimization, health management, telemedicine, predictive analytics, simulation.

References

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Published

2025-07-29

How to Cite

Ramadhani, F. S., Dewi , N. A. P. ., Safitri, S. S., Purwanti , Y. S. ., & Humairo, M. V. . (2025). Optimizing Referral Services: A Health Management Approach to Quality Improvement in Health Services. Inovasi Lokal, 3(1), 59–65. https://doi.org/10.62255/noval.v3i1.193

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