INTRODUCTION
Deputy
Director of the Social Security Administration Agency (BPJS) for health in the
Jabodetabek region Bonna Evita expressed her appreciation to the DKI Jakarta
Provincial Government for its achievements in Universal Health Coverage (UHC) until March 2022 has covered
more than 98% or 11,038,892 people exceeding the target of the National
Medium-Term Development Plan (RPJMN) 2020 – 2024 (National, 2019) . This
achievement is thanks to the support of the DKI Jakarta Provincial Government
through the Health Office in managing Non-Wage Earner Workers (PBPU) who are
registered as Participants of the National Health Insurance – Healthy Indonesia
Card (JKN – KIS) in collaboration with the Manpower, Transmigration and Energy
Office to ensure that workers in the DKI Jakarta area have been registered with
JKN-KIS (Prabowo, 2018;
Siregar, 2021).
The
DKI Jakarta Provincial Government since 2015 began to implement the smart city
concept which was inaugurated by the Governor of DKI Jakarta for the 2014-2017
period Basuki Tjahaja Purnama. Jakarta Smart City has 7 indicators as the main
focus, including Smart Governance, Smart Economy, Smart Mobility, Smart
Environment, Smart Living and Smart Branding (Akarambe, 2020). With the vision of
realizing Jakarta a developed city with IT-based public services (smartcity) that solve
various city and citizen problems effectively (Firmansyah,
2019).
DKI
Jakarta apart from being the center of national government is also a financial
and business center. With a total population density in 2020 reaching 21,959
people/km2 (Setra &;
Tjahjani, 2022).
The need for information and communication technology (ICT) devices is an
important need for the people of DKI Jakarta where 84.32% of DKI residents have
used ICT devices and 73.46% have accessed the internet.
The
Ministry of Health of the Republic of Indonesia through remarks by the Minister
of Health of the Republic of Indonesia at the XVI Congress of PERSI
(Association of Indonesian Hospitals) in August 2022 is also committed to
transforming the health system with 6 pillars of transformation, where the
second pillar is the transformation of referral services that focus on access
and quality of secondary and tertiary services (A. R. P. S.
Putri &; Ningtyas, 2023).
Figure
1. Six pillars of health system transformation
Indonesia
has great potential in health transformation and digitalization, In February
2022 around 204 million internet users with an increase in smartphone usage of
94.1%. However, the obstacle faced in the health sector is the fragmented data
of around 400 systems and applications in the Indonesian Ministry of Health
separate from the BPJS, BPOM and BKKBN databases. The Ministry of Health in
PERMENKES No. 24 of 2022 concerning medical records requires every health
facility to organize electronic medical records no later than December 31, 2023 (Lissa et
al., 2023; Yunisca et al., 2022). Electronic systems used in the implementation
of electronic medical records must have compatibility and/or interoperability
capabilities (Erawantini et
al., 2021).
The implementation of electronic medical records also applies to health care
facilities that organize telemedicine (Kuntardjo,
2020).
Data
from the BPJS Health ecosystem in 2022, the number of health facilities that
have collaborated with BPJS Kesehatan is around 27,082. In Central Jakarta
alone there are 36 hospitals consisting of; 4 Type A Hospitals, 20 Type B
Hospitals, 7 Type C Hospitals and 5 Type D Hospitals. Where from 7 Type C
Hospitals, only 4 hospitals collaborate with BPJS Kesehatan.
Figure
2 BPJS Kesehatan Ecosystem
Based on data obtained by 2,412 hospitals that have
collaborated with BPJS Health, only 1,136 hospitals have been bridging
with the BPJS system. This study aims to determine the profile of Bungur Medika
Hospital related to BPJS services.
METHODS
In this study, the author uses qualitative
analysis (Creswell &; Creswell, 2017), namely analysis carried out on data,
written descriptions, and verbal descriptions then
connected with data, written descriptions, and other verbal descriptions to
gain clarity about the truth or vice versa so that new perspectives are
obtained or strengthen existing opinions (Basias &;
Pollalis, 2018)
. This research is included in descriptive research because this study intends
to describe an event, namely human resource planning at Bungur Medika Hospital
with the development of hospital services as an effort to improve employee
performance. The approach in this study uses an interdisciplinary approach.
RESULTS AND DISCUSSION
1.2.1 Job To be done
The
priority of patient wants and needs that are expected to be fulfilled is to get
quality health services for BPJS Kesehatan participants (A. D. Putri et
al., 2016) at health
service facilities ranging from First Level Health Facilities (FKTP) to
Advanced Health Facilities (FKTL) with electronic system interoperability.
1.2.2 Customer
Pains
Based
on the Regulation of the Director of Health Service Insurance BPJS Year 2018,
medical referrals must indeed go through First Level Health Facilities (FKTP)
before going to type D, C, B and A hospitals. This is often a patient complaint
because the queue system in Mobile JKN has not been connected to the queue at
the hospital so that arriving at the hospital still need to queue again, even
stranger the Mobile JKN queue is even numbered from patients who come directly
(Anonymous, interview, 2022).
Table 1. 1
Complaints of BPJS patients and hospital casemix officers
|
No
|
Name
|
Age
|
Complaints related to BPJS
|
|
1
|
Mr. D
|
25th
|
The list for
treatment must be two days before so that you can get the opportunity to seek
treatment, queue for 1 hour list, queue for treatment 1 hour, queue for
medicine 5 hours even until something must be taken the next day.
|
|
2
|
Dr P
|
33 th
|
Casemix claims are
often pending due to incomplete files such as operation reports and
supporting checks
|
|
3
|
Mr. R
|
25th
|
Referral letters and
control letters still need to be taken from the puskesmas to the hospital,
once the referral letter is lost and you have to ask again to the puskesmas.
|
|
4
|
Mrs. L
|
35th
|
My son has dengue
fever and queues at the emergency room, he said it is full, but if you pay
using the general guarantee, there is a room immediately.
|
(Source
: Interview, 2022)
From
interviews with Hospital Information and Complaint Handling officers (PIPP-RS)
in the West Jakarta area, it was conveyed that the accumulation of patients
that caused long queues still occurred in several puskesmas and hospitals,
especially in the morning around 8 to 10 am. To get a referral letter from the
puskesmas, especially in the morning, patients still need to queue with other
patients who will seek treatment and the queue that occurs is quite long,
ranging from 1-2 hours. After arriving at the hospital again, the queue
occurred between 3-4 hours. In some hospitals with thousands of patients per
day the queue can be even worse (Hanna, interview, 2022).
1.2.3 Customer
Gains
The community expects
a supportive alternative such as:
1.
Quality service.
2.
Prioritizing patient safety
3.
Home delivery of the drug
4.
Convenient facilities and
infrastructure.
5.
Post-hospitalization patient
monitoring.
6.
Access patient health data through
the patient's electronic device.
Understanding
the identification of problems and opportunities above, the construction of a
Private General Hospital 4.0 (Type C) called Bungur Medika Hospital will be one
of the alternative solutions for the community. Where BPJS Kesehatan patients
can access health services at the hospital easily because it is supported by
referral network cooperation with surrounding clinics or puskesmas using an
electronic referral system between health facility networks (Rachmayanti,
2017).
In addition, the hospital also developed internal systems to reduce waste and
shorten patient visit time to the hospital including finger scan machines and
independent SEP printers, independent tension checks, as well as queuing
systems at pharmacy counters for time efficiency. As a solution to the
hospital's problems with BPJS Kesehatan related to claims so that there is no
rework and incomplete files, an integrated system was created so that complete
files arrived at the casemix team.
1.3.1 Pain
Reliever
There are several Pain
Relievers , namely:
1.
Online registration system connected to JKN mobile.
2.
Cooperation with clinics and local
health centers for an online referral system.
3.
Patients get health services
without any additional costs that are not in accordance with the rules.
4.
Elective surgery queue system is online
so patients can monitor from home.
1.3.2 Gain
Creator
To answer the
Gain from Customer Segment, some of the Gain Creators prepared
are:
1. Creating quality human resources both from medical doctors and
nurses as well as non-medical administration and IT
2. Establish partnerships in drug delivery and services through
Halodok, Gojek and Grab.
3. Financing cooperation with private insurance (COB) Coordination
of benefits.
4. Reduce onsite
patient queue time by using self-service
patient platforms/self-service registration.
5. Integration of Satu Sehat platform or other platform software with
ERM SIMRS so that it can be monitored on the devices used by patients.
1.3.3 Products/Services
Figure 1. 3 The
Value Proposition Canvas
1.4 Vision and Mission
1.4.1 Company Vision
and Mission
The
vision of Bungur Medika Hospital is to become the first choice hospital for
BPJS participants who are able to provide PRIMA services in the Central Jakarta
area.
This
Hospital has the following missions:
1. Digitalization of the hospital service system for easy access for
BPJS healthcare patients.
2. Providing affordable healthcare with high quality of service and
patient safety culture.
3. Creating qualified and professional human resources in providing
health services.
4. Forming a network of health facilities around the hospital.
5. Provide good profitability for stakeholders
1.4.2 Company
Profile
Bungur
Medika Hospital in carrying out its operations will be managed under PT Bungur
Medika Jaya as a form of representation from the owner, in accordance with the
applicable rules in the establishment of the company, namely Law No. 40 of 2007
concerning Limited Liability Companies. The process of establishing a company
in the form of a Limited Liability Company (PT) is carried out through a
Notary.
The
establishment of Bungur Medika Hospital is located at the address Jl. Letjen
Suprapto No 45 Bungur Kec. Senen Kota Central Jakarta.
Table
1. 2 Company Profile
|
Company
Name
|
PT
Bungur Medika Jaya
|
|
Company
Type
|
Limited
Liability Company
|
|
Year
Established
|
2025
|
|
Company
Location
|
Jl.
Lt. Gen. Suprapto No. 45 Bungur, Senen District, Central Jakarta.
|
|
Initial
Capital
|
IDR
88,153,600,000
|
|
Company
Products
|
Hospital
|
1.4.3 Company Logo
Figure
1. 4 Logo of RS Bungur Medika
Explanation of
the meaning of the company logo, as follows:
1. Blue color, has the meaning of providing calm, trust and
professionalism.
2. Palang Kesehatan, has the meaning of safety and health
3. The image of a green leaf in the middle of the image of the health
cross, has the meaning of giving coolness and hope
4. Figure 2 curved lines in the form of a circle like embracing, has
the meaning of providing the best service through technology
1.4.4 Tagline
RS Bungur
Medika has a tagline, namely "Our Purpose for Your Health". The
tagline means that our purpose is for your health, because your health is the
most important thing for us.
CONCLUSION
The priority
of patient wants and needs that are expected to be met is to get quality health
services for BPJS Kesehatan participants in health service facilities ranging
from First Level Health Facilities (FKTP) to Advanced Health Facilities (FKTL)
with electronic system interoperability. Based on the Regulation of the
Director of Health Service Insurance BPJS Year 2018, medical referrals must
indeed go through the First Level Health Facility (FKTP) before going to type
D, C, B and A hospitals. Bungur Medika Hospital in carrying out its operations
will be managed under PT Bungur Medika Jaya as a form of representation of the
owner, in accordance with the applicable rules in the establishment of the
company, namely Law No. 40 of 2007 concerning Limited Liability Companies.
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Bungur Medika Hospital
Business Model: Review based on Value Proportional Canvas Perpestives