ANALYSIS OF BPJS PATIENT COMPLIANCE & NON-COMPLIANCE WITH FOLLOW-UP SCHEDULES (SKDP) AT THE INTERNAL MEDICINE CLINIC OF HUMANA PRIMA HOSPITAL

Abstract

This study aims to analyze the level of compliance and non-compliance of BPJS patients with the doctor's control schedule (SKDP) at the internal medicine clinic at Humana Prima Hospital, as well as to identify the factors and impacts involved. This study employed a quantitative research method with a cross-sectional approach, involving a sample of 96 patients out of a total population of 2,420 BPJS patients at the internal medicine outpatient clinic from February to April 2025. The results of the study indicate that the compliance rate at Humana Prima Hospital is relatively high, with 75% of patients adhering to the follow-up schedule, while 25% did not comply. Intrinsic factors such as patient motivation and knowledge, as well as extrinsic factors such as family support and healthcare provider support, play a significant role in improving patient adherence to follow-up schedules. Meanwhile, non-adherence is influenced by insufficient patient knowledge, service quota limitations, follow-up schedules at other healthcare facilities, inadequate reminder systems, and patient busyness, which are common issues at Humana Prima Hospital. The positive impact of patient compliance is the smooth administration and BPJS claims process, while non-compliance leads to claim rejection, forcing patients to pay for services out-of-pocket. These findings emphasize the importance of patient education and reminder systems to improve adherence to follow-up schedules, thereby optimizing service delivery and BPJS claims processes at Humana Prima Hospital.