Efektivitas Aplikasi Mobile Jaminan Kesehatan Nasional (JKN) Dalam Pelayanan Kesehatan di Rumah Sakit Advent Medan

Abstract

Effective and efficient healthcare services are essential factors in improving the quality of public services. One of the innovations implemented by the Indonesian government to support this objective is the Mobile JKN application developed by BPJS Kesehatan, which enables participants to independently access administrative and registration services through smartphones. This study aims to analyze the effectiveness of the Mobile JKN application in healthcare services at Adventist Hospital Medan by applying the program effectiveness theory proposed by Sutrisno (2007), which comprises five dimensions: program understanding, target accuracy, timeliness, achievement of objectives, and tangible change. This research employs a qualitative method with a descriptive approach. Data collection techniques include in-depth interviews, field observations, and documentation. The research informants consist of the BPJS service division head, hospital administrative staff, and patients who use Mobile JKN. The findings show that hospital staff have a good understanding of the application, enabling them to facilitate patients effectively. However, the level of patient understanding varies, particularly among the elderly who still require assistance. The Mobile JKN application has proven to reduce manual queues, accelerate registration processes, create a more orderly service environment, and lessen the administrative workload of staff. The study concludes that Mobile JKN is effective in enhancing service efficiency and orderliness at Advent Hospital Medan, although challenges remain regarding limited literacy among some patients. Therefore, increased socialization and targeted assistance are needed for groups experiencing difficulties so that the benefits of the application can be evenly distributed.