Proyek Peningkatan Penggunaan Aplikasi MySiloam bagi Konsumen Rumah Sakit Siloam

Siloam Hospital is one of the largest hospital chains in Indonesia. In Q1 2023, only 18% of outpatients used the MySiloam app. Siloam Hospital intends to increase the MySiloam mobile app application to serve patients better. Siloam Hospital aims to increase the MySiloam app adoption rate to 40% for the next two years. We analyse the plausibility of the MySiloam app adoption rate using industry analysis methods, such as PESTEL, Five Forces Porter Analysis, SWOT, and VARIM, pointing to the mobile app as beneficial for hospital competitiveness and the patients showing a high willingness to use the health app. The relatively low growth of the MySiloam mobile app is at odds with the industry analysis. We analyze the root cause of the problem using a fishbone diagram. The data is then gathered from several sources such as surveys, observations, and web crawling. The data is processed using a combination of methods from data visualization, machine learning regressions, and random forest algorithm. The findings are only 51% of the hospital patients are aware of MySiloam application, mostly coming from the age of 26-35, and 91% of those who are not aware of MySiloam are interested in using the application after knowing the application functions and features. Based on the findings, the solutions offered are to increase awareness of MySiloam app through several programs and to implement feature addition to help deliver integrated patient journey experience through MySiloam mobile application. This feature is developed with random forest algorithms using historical operational data processing to develop predictive models for patient waiting time. The benefit to cost ratio from the solution offered is 6.83 that equals IDR 73 billion for the next two years.