Electronic Medical Records as a Digital Transformation Strategy for Competitive Advantage in Indonesian Private Hospitals

Abstract

Digital transformation has become a strategic imperative for healthcare organizations seeking sustainable competitive advantage. This study examines Electronic Medical Records (EMR) adoption in Indonesian private hospitals, positioning EMR as a strategic digital capability that enhances patient experience through healthcare quality and patient safety. Using a quantitative cross-sectional design, data were collected from 150 patients in hospitals that had implemented EMR systems. Structural Equation Modeling (PLS-SEM) was employed to test the proposed relationships.

The findings reveal that EMR significantly improves healthcare quality (β = 0.756, p < 0.001) and patient safety (β = 0.725, p < 0.001), and directly enhances patient experience (β = 0.224, p < 0.001). While healthcare quality does not significantly influence patient experience (β = 0.020, p > 0.05), patient safety demonstrates a strong positive effect (β = 0.739, p < 0.001) and partially mediates the EMR–experience relationship.

These results indicate that EMR contributes to competitive advantage primarily through safety enhancement and trust-building rather than operational quality improvements alone. The study positions EMR as a strategic digital infrastructure that strengthens experiential value and supports long-term competitiveness in emerging healthcare markets.

Keywords: Electronic Medical Records (EMR); Digital Transformation; Patient Safety; Patient Experience; Competitive Advantage.