KUALITAS PELAYANAN JAMINAN KESEHATAN NASIONAL (JKN) MOBILE DI RUMAH SAKIT UMUM DAERAH DR. SOSODORO DJATIEKOESOEMO KABUPATEN BOJONEGORO

Penelitian ini bertujuan untuk mengevaluasi kualitas pelayanan Jaminan Kesehatan Nasional (JKN) Mobile di RSUD Dr. Sosodoro Djatiekoesoemo Kabupaten Bojonegoro berdasarkan enam aspek penilaian pelayanan publik menurut Peraturan Menteri PANRB Nomor 17 Tahun 2017, yaitu: kebijakan pelayanan, profesionalisme sumber daya manusia, sarana dan prasarana, sistem informasi pelayanan publik, konsultasi dan pengaduan, serta inovasi pelayanan. Pendekatan yang digunakan adalah deskriptif kualitatif dengan teknik pengumpulan data melalui wawancara mendalam terhadap lima informan, yang terdiri dari petugas rumah sakit dan pasien pengguna layanan JKN Mobile.
Penelitian ini menggunakan metode deskriptif kualitatif dengan pendekatan studi kasus. Data dikumpulkan melalui wawancara mendalam dengan manajemen rumah sakit, petugas pendaftaran, dan pasien, serta observasi langsung dan analisis dokumen pendukung.
Hasil penelitian menunjukkan bahwa kualitas pelayanan JKN Mobile di rumah sakit tersebut perlu ditingkatkan melalui perbaikan sistem informasi, peningkatan kompetensi SDM, penguatan fasilitas pendukung digital, serta pengembangan inovasi pelayanan berbasis kebutuhan pasien. Temuan ini diharapkan menjadi bahan pertimbangan dalam pengambilan kebijakan pelayanan publik berbasis digital di sektor kesehatan.
Kata Kunci: JKN Mobile, Pelayanan Publik, Rumah Sakit, PANRB

ABSTRAK
FEYZA PUTRI RACHMAWATI, NIM 21.63201.1022, QUALITY OF MOBILE NATIONAL HEALTH INSURANCE (JKN) SERVICES AT DR. SOSODORO DJATIEKOSOEMO REGIONAL GENERAL HOSPITAL, BOJONEGORO REGENCY.
Main Supervisor: Junaidi, S.Pd., S., M.Si and Assistant Supervisor: Heny Suhindarno, S.Sos., M.Si

This study aims to evaluate the quality of Mobile National Health Insurance (JKN) services at Dr. Sosodoro Djatiekoesoemo Regional Hospital in Bojonegoro Regency based on six aspects of public service assessment as stipulated in Minister of Administrative and Bureaucratic Reform Regulation Number 17 of 2017: service policies, human resource professionalism, facilities and infrastructure, public service information systems, consultations and complaints, and service innovation. The approach used was descriptive qualitative, with data collection through in-depth interviews with five informants, consisting of hospital staff and patients using the JKN Mobile service.
This study employed a descriptive qualitative method with a case study approach. Data were collected through in-depth interviews with hospital management, registration staff, and patients, as well as direct observation and analysis of supporting documents.
The results indicate that the quality of Mobile JKN services at the hospital needs to be improved through improvements to the information system, enhancement of human resource competencies, strengthening digital support facilities, and developing innovative patient-centered services. These findings are expected to be used as considerations in policymaking for digital-based public services in the healthcare sector.
Keywords: Mobile JKN, Public Services, Hospital, PANRB