THE IMPLEMENTATION OF INDONESIAN NATIONAL HEALTH INSURANCE PROGRAMME: HOW SATISFIED THE INSURED PARTICIPANTS AND THE HEALTHCARE PROVIDERS?
Eva Yusuf1* Irma Awwaliyah*2
1 Research Directorat Myriad Research and Lecturer at Doctoral Program of
School of Management and Bussiness Bogor Agricultural Institute
2Researcher at Myriad Research
*Corresponding author: eva.yusuf@myriad-research.com
Abstract
This study examined how satisfied the insured participants and the healthcare
providers were with the services provided by the BPJS Health. The study took
place in 24 cities/districts in Indonesia. The data was collected through
face-toface interviews with 17,820 insured participants and 1,170 healthcare
providers.The survey revealed that the participantswere satisfied with the services
they had obtained from the providers. However, the participants at the primary
healthcare facilities hada significantly lower satisfaction level than those at the
secondary healthcare facilities. Better facilities and medical equipment, better
services from medics and paramedics, better drugs availability and quality, along
with assurance in obtaining a proper and timeline treatment, all contributed to the
higher satisfaction level. Policy makers need to consider making an improvement
on the facilities and service qualities at the primary healthcare facilities in order to
enhance the participants’ trust. Otherwise, the referral system implementation
under the NHI system might not be effectively implemented as participants prefer
to get a treatment from secondary healthcare facilities. This study suggests that
empathy attributes are the key factor in building satisfaction level. Special
attentions need to be given on the “human” aspect of the service providers.
Keywords: healthcareproviders, insured participants, national health insurance,
satisfaction