The Role Of SIBLINGS Program In Enhancing Compliance Of Primary Health Care Facilities (FKTP) With The Procedures Established By BPJS Kesehatan

Abstract

In writing this thesis, the problem studied is the role of SIBLINGS in improving first-level health facility services. This study aims to analyze the role of the Supervision, Verification, and Direct Observation (SIBLINGS) program of BPJS Kesehatan in improving the compliance of Primary Health Care Facilities (FKTP) with procedures and its implications for the quality of health services. This research employed a qualitative descriptive method with structured interviews involving BPJS employees, FKTP medical staff, and JKN patient participants as informants. The findings indicate that SIBLINGS plays an important role as both a monitoring and coaching mechanism in encouraging FKTP to comply with procedures, where the overall level of compliance is considered good, although technical obstacles remain, such as delays in updating doctors’ schedules under certain conditions. Service quality measured through eight quality indicators (tangible, reliability, responsiveness, assurance, empathy, access, communication, and customer understanding) shows positive results, especially in terms of the availability of physical facilities, timeliness of services, responsiveness to complaints, as well as assurance and empathy for patients, while aspects of communication and understanding of patient needs still require improvement. Overall, this study emphasizes that FKTP compliance with procedures monitored through SIBLINGS contributes directly to improving service quality, patient satisfaction, and public trust in the JKN program.