Risk Management Analysis of Mobile JKN Queues for Outpatients at Islamic Hospital Surabaya With a Failure Mode Effectand Analysis Approach
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Rivan Virlando Suryadinata
Vip Paramarta
Budhi Setiato
Agus Aan Adriansyah
Abstract
The implementation of Mobile JKN at Surabaya Islamic Hospital showed increased utilization during January–April 2024 compared to the previous year, although its use has not yet reachedoptimal levels. This study aimed to evaluate the utilization of Mobile JKN in outpatient services and identify potential risks using the Failure Mode and Effects Analysis (FMEA) method. A descriptive qualitative case study design was employed involving service officers and JKN patients. Data were collected through observations and in-depth interviews and analyzed using the Miles and Huberman approach. The findings revealed potential failures at almost every stage of the Mobile JKN process, including patients not installing or being unfamiliar with the application, delayed arrivals, physician delays, patient congestion, incomplete supporting examinations, and technical problems with diagnostic equipment. FMEA analysis demonstrated that the average risk scoredecreased from 19.5 to 12.5 after implementing improvement strategies. Nine recommendations were identified to reduce risks associated with online registration through Mobile JKN. These findings suggest that integrating patient education, technological improvements, and consistent operational management is essential to optimize the sustainable implementation of Mobile JKN in outpatient services.
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Copyright (c) 2026 Rivan Virlando Suryadinata Suryadinata, Vip Paramarta, Budhi Setiato Setiato, Agus Aan Adriansyah
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