| dc.description.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. | en_US |
