THE QUALITY OF SERVICES OF THE NATIONAL HEALTH INSURANCE (JKN) AND ITS CONSTRAINS: CASE STUDY AT BHINEKA BAKTI HUSADA HOSPITAL PAMULANG

Abstract

The National Health Insurance (Jaminan Kesehatan National) Program, which is organized by BPJS Health has been implemented for more than three years since launched in January 2014. People have so far acknowledged the program as a great policy because it is very helpful in providing healthcare services. People feel much easier to get health services compared to the past which healthcare services was very expensive. Beside its success, the program still frequently receives critics from patients, which do not get any satisfied services like limited health facilities, unqualified drugs, hospital rejection, late treatment, very bureaucratic, and etc. Therefore, the author is curious to know more about the quality of program JKN services especially at Bhineka Bakti Husada Hospital in Pamulang which is one of private hospitals in South Tangerang which has started as a provider JKN since July 2014 and also its constraints. The research used qualitative research approach and used descriptive analytic using interview technique, literature study, and observation. My findings were based on the quality of public services in terms of five dimensions of public services, which are Reliability, Responsiveness, Assurance, Empathy, Tangible and that the hospital has a good reliability and responsiveness in giving JKN services. In fact, the hospital needs to improve assurance, empathy and tangible dimension. Constrains of the implementation the program mainly caused by internal factors that are conflict interest and mismanagement. As a result, the hospital has suffered significant loss and has given up and finally intended to sell the hospital.
 
Keywords: Public Services, Quality of Public Services, National Health Insurance, BPJS Health, Health Insurance.