Digital Innovation Facilitates Complaints Of JKN Participants At BPJS Kesehatan Batam
JAKARTA - The transformation of public services towards digital is a priority for various agencies in Indonesia, including in the health insurance sector. BPJS Kesehatan utilizes the development of information technology to improve service quality, especially in handling participant complaints.
This digitization provides convenience for participants of the National Health Insurance (JKN) in submitting complaints without the need to visit branch offices directly.
BPJS Kesehatan Batam Branch, Riau Islands, has prepared various digital-based complaint channels as part of efforts to bring services closer to the community. Head of Human Resources, General Affairs and Communications Section of BPJS Kesehatan Batam Branch, Ilham, said that this approach aims to increase the comfort of participants in accessing services.
Some of the digital platforms that have been provided include the BPJS Health Care Center at number 165, the Mobile JKN application, the PANDAWA service (Administrative Service via WhatsApp), official social media accounts, and the Public Complaints application Lapor!.
"Our current focus is to strengthen digital services such as the Mobile JKN application, so that participants can submit complaints without having to come directly to the branch office," said Ilham in Batam, as quoted by ANTARA.
However, Ilham added that complaints can still be submitted directly when participants are in health facilities in collaboration with BPJS Kesehatan. These complaints can be in the form of supporting facilities available at health facilities, or other issues that require coordination with related agencies.
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For example, he said, complaints about the limited number of certain specialist doctors cannot be directly handled by BPJS Kesehatan, because this is the authority of the local health office.
Previously, the Batam Branch BPJS Health had also implemented a Complaint Information and Handling System (PIPP) in various partner health facilities. Head of BPJS Kesehatan Batam, Harry Nurdiansyah, stated that the PIPP system was integrated between BPJS Kesehatan and health service providers, to ensure that JKN participants received proper and responsive services.
"Through PIPP, participants can submit questions or complaints directly at health facilities, both at the first and further levels," Harry explained.
He also added that PIPP officers are provided with information about the types of complaints that are commonly accepted, as well as training on their roles and responsibilities in the JKN system. The presence of these officers is expected to provide direct solutions to the obstacles faced by participants, while ensuring participants' right to optimal service.