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All Journal PREPOTIF : Jurnal Kesehatan Masyarakat Berita Kedokteran Masyarakat
Oktavia, Ayunda
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Nursing Public Health

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CUSTOMER SATISFACTION INDEX OF PARTICIPANTS INDONESIAN NATIONAL HEALTH INSURANCE PROGRAM IN 2024 Nugraha, Erfan; Hendrawan, Donni; Budiman, Arif; Sutrisni, I Gusti Ayu Mirah; Hateyaningsih, Hateyaningsih; Irham, Rahim; Oktavia, Ayunda
PREPOTIF : JURNAL KESEHATAN MASYARAKAT Vol. 9 No. 3 (2025): DESEMBER 2025
Publisher : Universitas Pahlawan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/prepotif.v9i3.50260

Abstract

Survei kepuasan peserta Jaminan Kesehatan Nasional (JKN) merupakan langkah strategis untuk memetakan kepuasan peserta JKN terhadap layanan kantor cabang, fasilitas kesehatan, dan media daring. Hasil survei berupa indeks kepuasan dan prioritas perbaikan bagi 11 kontak layanan pada kelompok peserta dan 5 kontak layanan badan usaha, yang kemudian ditindaklanjuti oleh masing-masing unit kerja terkait. Pada tahun 2024, program survei kepuasan JKN menjangkau 12 deputi daerah, 76 kantor cabang, dan 38 provinsi dengan total responden sebanyak 11.494 orang yang terdiri dari 8.346 peserta dan 3.148 badan usaha. Survei kepuasan peserta dilakukan dengan metode exit poll dari pengguna layanan di kantor dan fasilitas kesehatan BPJS Kesehatan, sedangkan responden badan usaha menggunakan metode non-exit poll, yaitu responden dipilih secara acak dari daftar yang disediakan oleh kantor cabang lokus survei. Hasil survei kemudian dikelompokkan ke dalam indeks nasional, per jenis peserta, per deputi daerah, dan per provinsi. Indeks kepuasan peserta JKN nasional apabila diukur menggunakan skor rata-rata meningkat 0,2 poin menjadi 97,7, sedangkan dengan menggunakan Top Two Boxes meningkat 1,4 poin menjadi 92,1.
Utilization and expenditure of Indonesia National Health Insurance before and during COVID-19 pandemic in Indonesia: a descriptive study Hafidz, Firdaus; Kusila, Gilbert Renardi; Nadhira, Farrasila; Daniel; Baros, Wan Aisyah; Revelino, Dedy; Dhanalvin, Erzhan; Saut, Benjamin; Jaya, Citra; Oktavia, Ayunda
BKM Public Health and Community Medicine Vol 38 No 07 (2022)
Publisher : Universitas Gadjah Mada

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22146/bkm.v38i7.4964

Abstract

Purpose: This study describes the utilization of healthcare facilities before and during the COVID-19 pandemic and the expenditure of national health insurance at primary and secondary healthcare facilities. Methods: This is a descriptive study with a cross-sectional design. We utilized claim data from the National Health Insurance from January 2018 to June 2021. The population included in this study were all Indonesian citizens who contracted COVID-19. Both the Ministry of Health and National Health Insurance expenditure for COVID-19 services were captured. The data were analyzed in frequency and proportions. Results: There was a consistent utilization trend across all types of healthcare facilities (primary vs. secondary; public vs. private), with an upward trend before the Covid-19 pandemic, a downward trend in 2020, and a slight increase before June 2021. Primary healthcare utilization jumped by 19% during the 2018-2019 period and dropped by 34% from March to April 2020. A similar trend was observed in the secondary healthcare facilities, with the utilization cost being lower in the 2020 and 2021 periods than in previous years. Hospital visits also showed a decreasing trend during the start of the pandemic (both public and private-owned), which was linear to the expenditure of inpatient and outpatient visits. The total claim for COVID-19 health care increased to IDR 77.8 trillion by August 2021 (inpatient and outpatient), with the highest cost per patient for inpatients with comorbidities. Conclusion: Healthcare utilization decreased significantly during the COVID-19 pandemic period. On the other hand, since COVID-19 increased expenditure, particularly due to inpatient services and comorbidities, National Health Insurance needs to prepare a health financing strategy to anticipate the shift of financing in time of the endemic.
Co-Authors Arif Budiman Baros, Wan Aisyah Citra Jaya Daniel Dhanalvin, Erzhan Firdaus Hafidz As Shidieq Hateyaningsih, Hateyaningsih Hendrawan, Donni Irham, Rahim Kusila, Gilbert Renardi Nadhira, Farrasila Nugraha, Erfan Revelino, Dedy Saut, Benjamin Sutrisni, I Gusti Ayu Mirah