BEST PRACTICE OF HOSPITAL MANAGEMENT STRATEGY TO THRIVE IN THE NATIONAL HEALTH INSURANCE ERA

Abstract

Background: The implementation of the National Health Insurance (JKN) program has created a transformation in the health care system in Indonesia. Many hospitals were overwhelmed and unable to adapt to the new payment system. Some hospitals experienced cost losses due to INA-CBG rates which were lower than the actual rates. Aims: This study identified the best practice of hospital management strategy to thrive in the JKN era in Indonesia. Methods: This study used a qualitative design. The data collection was recorded through in-depth interviews with the Director of Dr. Iskak Tulungagung District General Hospital and the Director of An-Nisa Tangerang Hospital as best practice of hospital management in the implementation of JKN from public and private hospital, respectively. The interviews were obtained by using audio recorded and it were transcribed as a verbatim. Supporting data were obtained by reviewing the hospital documents. The data was analyzed by conducting content analysis. Results: The best practice management strategy of the two hospitals to thrive in the JKN era is increasing efficiency in operational cost through digitalization, increasing the capability of human resources, customer relationship management, developing collaborations and support from stakeholders. Conclusion: Both hospitals could survive from delay claims payment and bankruptcy by implementing strategy and innovation to adapt in the JKN era. The results of this study can be used by government-owned and private hospitals as references to improve the management strategy of hospital in Indonesia.