Evaluasi Kritis Layanan Badan Penyelenggara Jaminan Kesehatan Sosial: Studi Kasus Di Rumah Sakit Undata Kota Palu

This study critically evaluates the BPJS card services at Undata Hospital,
analyzing strengths, weaknesses, and implementation challenges. Data from archival
records, direct observations, and in-depth interviews with 13 informants (10 patients and
3 medical personnel) was employed. The findings reveal critical challenges. First, the
complex BPJS card registration and verification cause patient service delays. Second,
inadequate information technology infrastructure hinders BPJS card's effective use.
Third, suboptimal RSUD Undata-BPJS coordination creates obstacles in claims and
payments. This research offers valuable policy insights for Undata Hospital managers
and Central Sulawesi regional policymakers. It aims to improve Health BPJS Card
services, aligning with patient rights and needs. The study complements social security
research, emphasizing the significance of optimizing BPJS card services and overall
healthcare provision.