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All Journal J-KESMAS: Jurnal Kesehatan Masyarakat
Putri, Andi Masyita
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Health Professions Public Health

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EVALUASI EFEKTIVITAS PENGGUNAAN MOBILE JKN DALAM PELAYANAN PASIEN RAWAT JALAN DI RSUD HAJJAH ANDI DEPU KABUPATEN POLEWALI MANDAR Putri, Andi Masyita; Gobel, Fatmah Afrianty; Rusydi, Arni Rizqiani
J-KESMAS: Jurnal Kesehatan Masyarakat Vol 12, No 1 (2026): J-KESMAS Volume 12 Nomor 1, Mei 2026
Publisher : Lembaga Penelitian dan Pengabdian Masyarakat Universitas Al Asyariah Mandar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35329/jkesmas.v12i1.6949

Abstract

The digital transformation of health services through the Mobile Jaminan Kesehatan Nasional (JKN) application aims to improve administrative efficiency, reduce waiting times, and enhance patient satisfaction. However, its implementation in regional hospitals still faces challenges related to system integration, infrastructure readiness, and users’ digital literacy. This study aimed to analyze the effectiveness of Mobile JKN usage in outpatient services at RSUD Hajjah Andi Depu, Polewali Mandar Regency. A qualitative case study design was employed using the Donabedian framework (structure–process–outcome). Data were collected through non-participant observation, in-depth interviews, and document review. The results indicated that Mobile JKN improved administrative efficiency and queue management for online users, yet the average waiting time remained above service standards due to unsynchronized online and manual queues, network instability, and limited digital literacy among some patients. In conclusion, Mobile JKN has the potential to enhance outpatient service effectiveness when supported by system integration, stable network infrastructure, clear service standard operating procedures, and digital literacy education.
Co-Authors Arni Rizqiani Rusydi Fatmah Afrianty Gobel