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Jakarta Post

BPJS Kesehatan goes digital to address complaints over long waiting times

  • Ardila Syakriah
    Ardila Syakriah

    The Jakarta Post

Jakarta   /   Sat, January 11, 2020   /  05:00 pm
The Jakarta Post Image
Residents wait in line at the Health Care and Security Agency (BPJS Kesehatan) office in Matraman, Central Jakarta On Nov. 11, 2019. (JP/Dhoni Setiawan)

Long waiting times at hospitals have become somewhat commonplace for many participants of the national health insurance (JKN) scheme, including 22-year-old Detara Nabila Prastyphylia.

Deta had to spend almost a whole day every month waiting hours to visit her doctor and obtain her prescriptions at a hospital in Surabaya, East Java, from 2016 to 2018.

Deta would have to come as early as 6 a.m. to register herself at the hospital and even that did not guarantee that she would be first in the line. Many people had come earlier than her, even when the hospital had not opened its door yet. She would often be In the 800s in the queue, and at one time, she even had 1,200 people before her In the registration line.

On top of this, she had to spend many hours lining up to obtain a referral from a community health center (Puskesmas) the previous da...