<![CDATA[Background: The Self-Service Registration Kiosk (Anjungan Pendaftaran Mandiri, APM) was developed to speed up BPJS patient registration and reduce queues at the counters, yet its practice does not always meet that objective. This study aims to analyse the implementation of BPJS patient registration through the APM at Permata Pamulang Hospital, examined through the functions of planning, organizing, actuating, and controlling (POAC). Methods: This descriptive qualitative study used in-depth interviews with five informants, namely one key informant, two main informants (a registration officer and a security officer) and two supporting informants (BPJS patients using the APM), selected through purposive sampling until data saturation was reached with the fifth informant and validated through source and method triangulation. Results: Planning of the APM was driven by high BPJS patient queues and involved the information technology, registration and human resource units, whereas socialisation to patients was still oral. Organizing divided duties clearly with hierarchical coordination; actuating ran according to procedure and was perceived to speed up registration; and controlling was carried out by the information technology team together with security staff with evaluation every three to six months. The main constraints were system or network disturbances and fingerprint-reading failures among elderly patients, who were always directed back to the manual counter, so the APM still operated as a hybrid system. Conclusion: APM implementation worked well for planning, organizing and actuating, but the controlling function remained unresponsive because daily constraints were mostly settled ad hoc. Because the study involved only five informants at a single hospital, the findings are contextual and cannot be generalised. Keywords: Self-Service Registration Kiosk; BPJS; patient registration; POAC; hospital]]>
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