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All Journal Jurnal Ilmu Sosial dan Humaniora Journal of Midwifery and Nursing Contagion: Scientific Periodical Journal of Public Health and Coastal Health Science Midwifery JURNAL ILMIAH KOHESI Akrab Juara : Jurnal Ilmu-ilmu Sosial Journal of Innovation Research and Knowledge Jurnal Pengabdian Mandiri Journal of Artificial Intelligence and Digital Business Journal of Health Science and Medical Therapy Jurnal Pengabdian Masyarakat dan Riset Pendidikan Jurnal Riset Ilmiah Journal of Health Research and Technology International Journal of Educational Qualitative Quantitative Research International Journal of Natural and Health Sciences
Benri Situmorang
Institut Kesehatan Helvetia
Agriculture, Biological Sciences & Forestry Humanities Biochemistry, Genetics & Molecular Biology Chemistry Computer Science & IT Decision Sciences, Operations Research & Management Dentistry Earth & Planetary Sciences Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Environmental Science Health Professions Immunology & microbiology Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Medicine & Pharmacology Nursing Public Health Social Sciences Veterinary Other

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Digital Transformation of BPJS Primary Healthcare Administration: A Qualitative Study of E-Module Implementation and Service Quality Improvement Benri Situmorang; Aris Citra Wisuda; Herlina Herlina; Febriantika Febriantika
Contagion: Scientific Periodical Journal of Public Health and Coastal Health Vol 8, No 1 (2026): CONTAGION
Publisher : Universitas Islam Negeri Sumatera Utara, Medan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30829/contagion.v8i1.25943

Abstract

Indonesia’s National Health Insurance system (BPJS Kesehatan) continues to face persistent administrative challenges in primary healthcare, including limited accessibility, bureaucratic complexity, long waiting times, and patient dissatisfaction. To address these issues, digital transformation initiatives have introduced electronic modules (e-modules) aimed at improving administrative efficiency, service quality, and data accuracy. This qualitative study collected data through in-depth interviews with twenty participants: twelve BPJS beneficiaries and eight primary healthcare officers from four community health centers in Sibolga City, North Sumatra. Participants were purposively selected based on their experience with BPJS e-module services. Interviews were transcribed verbatim and analyzed thematically using NVivo 12 through open coding, categorization, and theme development. Four themes emerged: 1) Administrative accessibility improved as e-modules simplified access to procedural information; 2) Service efficiency increased through shorter waiting times and faster processing; 3) User satisfaction improved, especially among digitally literate participants who perceived greater transparency and predictability, and 4) Administrative accuracy strengthened due to standardized digital documentation, reducing manual errors. Nonetheless, barriers persisted, including limited digital literacy, uneven internet connectivity, and insufficient technical support at facility level. E-modules represent an effective administrative innovation that reduces procedural complexity and enhances service consistency in primary healthcare. However, uneven benefits resulting from infrastructural constraints, organizational inertia, and varying user capacity underscore the need to align technological implementation with institutional readiness and user support to prevent widening service disparities Keywords: BPJS Health, Primary Healthcare, E-Module, Digital Health Administration, Service Quality
Optimalisasi Pemanfaatan Aplikasi Mobile JKN dalam Meningkatkan Efektivitas Pelayanan BPJS Kesehatan melalui Edukasi dan Pendampingan Masyarakat di Kota Sibolga: Pengabdian Benri Situmorang; Herlina Herlina; Endang Maryanti
Jurnal Pengabdian Masyarakat dan Riset Pendidikan Vol. 4 No. 4 (2026): Jurnal Pengabdian Masyarakat dan Riset Pendidikan Volume 4 Nomor 4 April - Juni
Publisher : Lembaga Penelitian dan Pengabdian Masyarakat

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/jerkin.v4i4.6200

Abstract

Pemanfaatan aplikasi Mobile JKN sebagai inovasi digital BPJS Kesehatan bertujuan meningkatkan efektivitas pelayanan kesehatan, namun masih menghadapi kendala literasi digital masyarakat dan gangguan teknis sistem. Kegiatan pengabdian kepada masyarakat ini bertujuan meningkatkan pemahaman dan keterampilan peserta BPJS dalam menggunakan aplikasi Mobile JKN melalui edukasi, pelatihan praktis, dan pendampingan di Kota Sibolga. Metode yang digunakan adalah pendekatan partisipatif-interaktif dengan tahapan edukasi, simulasi penggunaan aplikasi, pendampingan teknis, dan evaluasi pre-post. Hasil menunjukkan peningkatan signifikan pada aspek pemahaman, keterampilan, dan kepercayaan masyarakat terhadap penggunaan aplikasi, yang ditandai dengan kemampuan peserta dalam mengakses fitur layanan secara mandiri serta berkurangnya ketergantungan pada pelayanan langsung di kantor BPJS. Namun demikian, masih ditemukan kendala teknis seperti kegagalan sistem, keterlambatan OTP, dan gangguan jaringan yang mempengaruhi optimalisasi penggunaan. Kegiatan ini menyimpulkan bahwa edukasi dan pendampingan efektif dalam meningkatkan pemanfaatan Mobile JKN, tetapi keberlanjutan dampak sangat bergantung pada peningkatan kualitas sistem aplikasi dan dukungan kebijakan yang berkelanjutan.
Co-Authors Aris Citra Wisuda Dioso, Regidor III Dowson Zulveritha Endang Maryanti Febriantika Febriantika Gunawan, Roni Herlina Herlina Herlina Herlina Herlina Herlina Herlina Herlina Herlina Istichomah Istichomah, Istichomah Malahayati, Fatimah Nainggolan, Nurcahaya Nur Aini Roni Gunawan Sansuwito, Tukimin bin