HUMANISTIC BPJS MANAGEMENT SYSTEM IN IMPROVING JKN SERVICES

Antonius Primus, Andriyana Abdullah, Erni Febrianti

Abstract


The Social Security Administering Body for Health (BPJS Kesehatan) plays a vital role in implementing the National Health Insurance (JKN) program in Indonesia. Despite significant progress toward universal health coverage, administrative bureaucracy, discriminatory service perceptions, and communication gaps between healthcare providers and patients remain key challenges. This study aims to analyze the implementation of a humanistic BPJS management system in enhancing the quality and patient satisfaction of JKN services. This study utilized a qualitative research design involving in-depth interviews, observation, and document analysis across health facilities in Parepare City. A total of 12 informants participated, including BPJS officers, hospital management, healthcare workers, and active JKN beneficiaries. The results indicate that implementing humanistic valuescharacterized by empathy, respectful communication, simplified administrative procedures, and responsive complaint managementsignificantly improves patient satisfaction and trust in the JKN system. Humanistic management shifts the operational focus from purely bureaucratic compliance to person-centered care. Strengthening empathy training for frontline staff, optimizing digital transformation via the Mobile JKN application, and ensuring equitable care without stigma are essential steps to sustain long-term service excellence.

 

Keywords: Humanistic Management, BPJS Kesehatan, JKN Services, Service Quality, Patient Satisfaction


Keywords


Humanistic Management, BPJS Kesehatan, JKN Services, Service Quality, Patient Satisfaction

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References


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