Enhancing Outpatient Use of JKN Mobile Through Digital Education and Assistance at Bandar Negara Husada Hospital, Lampung

Abstract

The National Health Insurance (JKN) programme aims to improve public access to high-quality, equitable and affordable healthcare services. Inadequate access to health insurance can lead to delays in receiving healthcare, increase the burden of healthcare costs, and reduce the utilisation of healthcare services. To support easier access to services, BPJS Kesehatan has developed the Mobile JKN app. However, the use of this app by outpatients is still not optimal due to a lack of knowledge, digital literacy skills, and guidance on how to use the app. This community service initiative aims to improve the knowledge and skills of outpatients in utilising the Mobile JKN app through digital education and guidance. The activity was carried out at the Bandar Negara Husada Regional General Hospital, Lampung, involving 60 participants comprising 40 BPJS Kesehatan-enrolled outpatients and 20 family members of patients. The methods used included awareness-raising sessions, group counselling, demonstrations of how to use the app, and hands-on guidance on operating the Mobile JKN features. The evaluation was carried out using pre-tests and post-tests to measure improvements in knowledge, as well as observations to assess participants’ skills. The results of the programme showed that participants’ knowledge and skills in using the Mobile JKN app improved after taking part in the training and guidance. This programme has strategic implications for BPJS Kesehatan, hospitals and local governments as a model for health digital literacy education that can be integrated into routine services to enhance the independence of JKN participants, expand the use of digital services, improve service efficiency, and support the acceleration of digital health transformation in Indonesia.