FKBI Appreciates BPJS Kesehatan’s Quick Wins Programme
Jakarta (ANTARA) - Chairman of the Indonesian Empowered Consumers Forum (FKBI) Tulus Abadi has appreciated the launch of eight Quick Wins programmes by BPJS Kesehatan, targeted for completion within the first 100 working days of the new directorate to swiftly address challenges faced by participants in the National Health Insurance (JKN) programme in the field.
“This is a very good and positive step, as it positions the public as the primary basis for the innovations implemented. BPJS Kesehatan’s current policies already address the needs of its participants, particularly through digital-based conveniences,” Tulus stated in a written release.
He said the Quick Wins programmes initiated by BPJS Kesehatan’s new directorate are expected to strengthen ongoing service innovations while addressing JKN participants’ needs.
In an official statement on Wednesday, BPJS Kesehatan noted that the eight Quick Wins programmes consist of four Customer Centric programmes and four Collaborative programmes.
The Customer Centric programmes are developed to accommodate the fundamental needs of JKN participants by gathering public aspirations, while the Collaborative programmes are implemented to expand integrated service coverage through synergies with various stakeholders.
One innovation in the Quick Wins Responsive and Solution-Oriented programme is 24-hour Administrative Services via WhatsApp (PANDAWA), including priority services targeted to be responded to by officers in less than five minutes, such as adding family members, reactivating JKN membership, and changing data.
Tulus assessed that PANDAWA 24 hours along with these priority services can address the majority of JKN participants’ needs.
“BPJS Kesehatan’s overall performance already reflects its reliability. However, on the other hand, inter-agency synergies also need to be strengthened,” he said.
He cited the need for synergies regarding the reactivation of Premium Assistance Recipients for Health Insurance (PBI JK) participants, which he believes should be accompanied by more intensive education by the Ministry of Social Affairs or BPJS Kesehatan so that the public understands the roles and functions of each agency.
Tulus added that the public has high expectations for BPJS Kesehatan’s new directorate and hopes that the Quick Wins can serve as a boost to improve JKN participant service quality, especially in hospitals.
He also urged hospitals to improve infrastructure, human resources, and business processes to enhance service quality for BPJS Kesehatan participants.
“Hospitals should truly humanise services for BPJS Kesehatan participants, improving hospital infrastructure, human resources, and business processes, as these are the needs and complaints of BPJS Kesehatan participants,” Tulus said.