Strategic Management in the National Health Insurance (JKN)Era: Adaptation and Innovation for Improving HealthcareService Quality

Abstract

The implementation of the National Health Insurance (JKN) since 2014 has significantly changed the healthcare system in Indonesia, requiring hospitals to adapt and innovate in strategic management to improve service quality. This study aims to analyze hospital management strategies for adaptation and innovation that can be implemented by hospitals in facing the challenges of JKN. This study is a literature review that aims to analyze the management of adaptation and innovation strategies used by hospitals in adapting and innovating in response to changing patient needs for quality healthcare in the JKN era. The results of the study indicate that several hospitals that have successfully adapted can create operational service standards or service quality indicators, form casemix teams and case managers, accelerate the claims process and maintain good relations with BPJS Kesehatan, provide regular clinical and regulatory training for medical staff and provide staff performance appreciation, maintain collaboration with policy makers and BPJS Kesehatan, adjust hospital rates, and allocate reserve funds. Hospitals also continue to develop in the JKN era by implementing innovative management strategies, including developing hospital services based on local wisdom, using outsourcing, investing in information technology systems, establishing patient complaint services, creating competitive service advantages and increasing service capacity, capturing patients directly, and changing marketing strategies. Several adaptive and innovative management strategies that have been successfully implemented in other hospitals can be used as practical references in health care system reform to improve the quality of health services so as to maintain patient satisfaction.