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complexity of the registration file. For example the
candidate have to written statement from both
parents (difficult for candidates who have parents
who are far away in a different area), are required to
have an ATM/bank, are required to have a certificate
of domicile (difficult for candidates who are outside
the area of origin identity card or KTP), separation
of service BPJS and banks (office service is not the
roof) made it difficult for service payment of dues
beginning BPJS as proof of registration of
membership. Separation of BPJS services and Bank
services will the presence of service for participants.
Bank in BPJS office depends on the availability of
human resources BPJS Bank itself, the length of
time, the time that card is active about two weeks so
that the card would not be used immediately in the
health service, as well as statements from the
following informant;
,,, in that time I came mismanagement, not
accepted because there is what it is, the less ,,,
Family Identity card(RTA, 28 Years)
,,, the requirement is not ease to pack, should
have Family Identity card, ID cards, photos,
turning then to the bank again and again to
BPJS, bother to pack ,,,(THI, 35 Years)
,,, the requirements are complicated, because
many of the conditions, then the distance BPJS to
the bank, after paying must return to BPJS, then
wait for the lifetime of the card about 2 weeks ,,
,(AHL, 23 Years)
3.2 How Terms of Dues Service for NHI’s
Member by Social Security Agency
Another problem of the findings of in-depth
interviews showed that participants were not
burdened with a number of dues BPJS because every
person is free to choose the class of service in
accordance with the rates they can cover. On the
other hand, participants who classified able to state
is not an issue size of contributions throughout the
service obtainment health meet or exceed the
expectations of the participants. But for participants
who are less able to feel burdened with dues main
BPJS families who have many dependents. In the
case where payment of dues BPJS participants felt
easy because BPJS dues payment systems are now
using an auto-debit system that costs taken directly
through the account so that participants do not need
to bank/post and with auto-debit services can
prevent participants forget the payment of dues.
What is more, there are still obstacles in the payment
of membership dues because participants can only
make payment of dues BPJS when experiencing
pain. Therefore, BPJS inform participant data
delinquent BPJS in the primary healthcare with the
purpose of facilitating controlling /denial of patient
care before entering the health care basic level
advanced, as well as statements from the following
informant;
,,, my husband's just a driver, it is hard for us
because we are five people on my family (SMI,
48 Years)
,,, not a problem for me about the charges,
the most important is the hospital services good
,,,(THI, 35 Years)
,,, about the contribution are later adjusted,,,,
actually it was not burdensome but affordable
because accordance with the service and can
choose the tariff class suit for everyone ,,,(SRI,
43 Years)
Similarly, other findings from in-depth
interviews found that in card services BPJS
participants felt obstacles in the form of domicile of
those who came from outside the region. The
statement of the parents, within the banks-BPJS
route, are quite far, the lifetime of the old card,
mandatory unbanked /ATM so that these complaints
would be a material improvement for the BPJS
service quality improvement. In terms of efforts
officer helps service participation, participants stated
that no effort was good and clear of personnel in
dealing with complaints of participants, although the
complaint submitted directly. In terms of ease of
service complaints, response channel officers carried
out either directly or through email, post, hotline is
always on standby, as well as statements from the
following informant;
,,,the obstacles are, turns the first payment in
the bank, the bank no longer take care of us in
order affidavit that I take care of BPJS stamp
duty, must use a statement that the father and
mother of this entry, must open an account using
an ATM card, and I had to return the from BPJS
office in to the Bank again, must ask for a letter
of domicile ,,,(NBH, 24 Years)
,,, old card active period, a period of one
month can only be active ,,,(RYD35 Years)
,,, the barriers of distance to the bank, then
the conditions convoluted so procedures required
to the bank,,,,(DMN, 29 Years)
The Effectiveness of National Health Insurance Membership Services at Social Security Agency Office in South-East Sulawesi Province
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