Analysis of Biometric Verification of Outpatient Registration on the Smooth Running of BPJS Services at Sartika Asih Hospital Bandung

Abstract

This study aims to evaluate the application of biometric verification in the outpatient registration process of BPJS patients at Bhayangkara Kindergarten II Sartika Asih Hospital, Bandung. The approach used in this study is descriptive with a qualitative method, which involves data collection through interviews, observations, and document analysis. The results show that biometric verification systems have helped speed up the patient identification process, reduce queues and potential data duplication, and provide patients with a sense of security regarding the validity of their data. However, there are still a number of technical obstacles such as delays in system response, the existence of patient identity cards that are not lifelong, mismatches of old biometric data, lack of training for some officers which causes obstacles in the implementation of services, as well as physical changes in patients with certain diagnoses due to side effects of certain diseases and treatments, elderly patients and patients with certain conditions complain of difficulties in using biometric tools, especially fingerprint scanners and face verification. This study recommends the need to improve technological infrastructure, periodic training for officers, and more intensive socialization to BPJS participants to optimize the use of biometric verification. Thus, biometric verification can be one of the strategic solutions in strengthening the responsive, transparent, and accountable BPJS service system.