EFISIENSI PELAYANAN RAWAT JALAN BPJS KESEHATAN MELALUI DIGITALISASI (MOBILE JKN): TINJAUAN LITERATUR TENTANG DAMPAK DAN KENDALA IMPLEMENTASI

Abstract

The digitisation of healthcare services via the Mobile JKN app is one of BPJS Kesehatan’s innovations aimed at improving the efficiency of outpatient services. This article aims to analyse the impact and challenges of implementing Mobile JKN in supporting the registration process, queue management, the reduction of waiting times, and the improvement of participants’ access and satisfaction. This study employs a literature review using a descriptive-qualitative approach. The findings indicate that the Mobile JKN app contributes to the acceleration of administrative processes, the reduction of physical queues, improved information reliability, the optimisation of patient visit management, and a reduction in staff workload during the registration stage. However, its implementation still faces a number of challenges, such as application and internet connection disruptions, OTP code failures, device limitations, low digital literacy, data inconsistencies, queue quota limitations, sub-optimal system integration, and a lack of awareness-raising and support for participants. These challenges indicate that digitalisation has not yet fully guaranteed equitable access to services, particularly for the elderly, low-income groups, and participants in areas with limited connectivity. Therefore, there is a need to strengthen digital infrastructure, improve data integration, provide user education, enhance staff competencies, ensure real-time information updates, and implement hybrid services that combine digital channels with face-to-face care. With these strategies, Mobile JKN can support outpatient services that are faster, easier, more efficient, inclusive and participant-centred.