EVALUASI PENGGUNAAN APLIKASI MOBILE JKN DI RUMAH SAKIT GRANDMED LUBUK PAKAM TAHUN 2026

The informants in thisstudy consisted of 10 participants, including the head of the BPJS division, BPJS operational staff, a Mobile JKN ambassador, and JKN participant patients at Grandmed Lubuk Pakam Hospital. The findings indicate that most informants were familiar with the Mobile JKN application and understood its primary functions; however, its utilization was still largely limited to the online queue feature. The application was perceived as helpful in facilitating and accelerating healthcare services. Nevertheless, several obstacles were identified, including limited digital literacy among users, technical issues within the application, and patients’ dependence on assistance from officers. These findings suggest that optimizing the use of Mobile JKN requires strengthened digital education, continuous socialization, and improvements in application service quality to support the effectiveness of healthcare service delivery.