Analysis Of Mobile JKN Online Registration Services At The Medical Records Unit Of Pusdik Arhanud Clinic

Abstract

Digital transformation in the health sector is driving the adoption of technology-based online registration systems, one of which is the Mobile JKN application developed by BPJS Kesehatan, although its implementation in primary healthcare facilities still faces various technical and non-technical challenges. This study aims to analyze online patient registration services through Mobile JKN at the medical records unit of Pusdik Arhanud Clinic, covering procedures, supporting factors and obstacles, effectiveness, and perspectives of staff and patients, using a descriptive qualitative approach with in-depth semi-structured interviews and direct observation of 12 informants consisting of 1 clinic head, 1 medical records officer, and 10 Mobile JKN-using patients, analyzed through codification, categorization, and synthesis stages. The results identified 4 main categories: registration procedures that comply with standards with 24/7 access, Mobile JKN providing benefits of time efficiency, queue reduction, and data automation, barriers including application technical issues, limited digital literacy among the elderly, and quickly depleted queue quotas, and generally positive user views requiring improvements in notification features, loading speed, and socialization. The study concludes that Mobile JKN implementation has a significant positive impact on the efficiency and effectiveness of patient registration services, although continuous improvements are still needed in technical aspects, digital literacy, and queue capacity.