Eksplorasi Pemanfaatan Mobile Jkn Dalam Pelayanan BPJS Di Puskesmas Batauga: Studi Kualitatif Tahun 2026

Abstract

The digitization of health services through the Mobile JKN app is part of BPJS Kesehatan’s efforts to improve public access to services. However, the use of this app still faces challenges, such as limited outreach and user understanding. As a primary-care health facility, the Batauga Community Health Center needs to optimize the use of Mobile JKN in providing BPJS services. Objective: This study aims to explore the use of Mobile JKN in BPJS services at the Batauga Community Health Center. This study is expected to provide an overview of the benefits and barriers to using Mobile JKN. Method: This study employed a qualitative, descriptive method with an exploratory approach. Sampling was conducted using purposive sampling, resulting in 15 informants: 7 staff members as primary informants and 8 patients as supporting informants, with data saturation achieved after the 7th informant. Data were collected through in-depth interviews. Results: The study findings indicate that Mobile JKN helps facilitate access to BPJS services, streamline administrative processes, and improve service efficiency at the Batauga Community Health Center. However, there are still challenges in the form of technical glitches, network issues, and limited user understanding. Conclusion: The use of Mobile JKN has had a positive impact on BPJS services at the Batauga Community Health Center, but it needs to be supported by increased public awareness and system improvements to ensure its optimal utilization.