Quality of public services in healthcare sector: A study of BPJS inpatient poly facility in regional public hospital Surabaya

This study discusses the service of BPJS (the Indonesian national health care insurance company) in the inpatient installation department in Regional Public Hospital Surabaya. The health of society becomes the important element in a country so that the function that must be completed is the policy making of public services concerning social security for the entire population including national health care insurance (JKN) through Badan Penyelenggara Jaminan Sosial (BPJS)-the Indonesian national health care insurance company. However, the concept of BPJS Health as well as its practice still keep the people away from their rights and extend the health service procedure which increases the people's distress. The goal to be achieved is to describe and analyse: (1) Quality of the public health service of BPJS in the inpatient installation department in Regional Public Hospital Surabaya, (2) The public service model of BPJS in the inpatient installation department in Regional Public Hospital Surabaya. The research method utilised is qualitative descriptive. The informants are chosen by snowball sampling from the hospital such as operators, members of local parliament as regulators, and inpatients. The result of the research shows that the BPJS public service quality in the inpatient poly facility is categorised low viewed from the nine principals of good governance. It is indicated by the low public participation, the weak law enforcement, the less transparency, the slow responsiveness, no consensus between patients and other interested parties, weak in favour to the patients with BPJS, the effectivity and efficiency are not achieved yet, the public accountability is not optimum yet, and the inconsistent implementation of strategic vision. Moreover, the suitable service model for BPJS health is the health service model based on good governance.