Improving the Quality of National Health Insurance (NHI) Services in Public Health Facilities : Literature Review

Abstract

The National Health Insurance Program, the Healthy Indonesia Card, is increasingly being utilized by the community. Improving the quality of services is also the focus of the efforts made. However, these improvements are expected not to be fragmented in just one aspect of the service. The goal of service quality is to meet or even exceed community expectations. The purpose of this literature review is to review how to improve the quality of National Health Insurance services in public health facilities. The literature used in this study is by determining articles that meet the inclusion criteria. The database used is Google Scholar. The year of publication of the literature sources taken is the last 5 years between 2020 and 2025. The literature sources use English or Indonesian. The results of 5 articles obtained that to improve the quality of National Health Insurance (NHI) services in public health facilities, namely by providing access to services, completing infrastructure that is still lacking, implementing the Healthy Indonesia Card Health Insurance Program Policy, and increasing the professionalism of human resources. It can be concluded that improving the quality of National Health Insurance (NHI) services in public health facilities can also be done by building an ecosystem with integrity, utilizing technology to facilitate access to health services that can facilitate the community in utilizing health services. For the government, it is necessary to provide new policies to facilitate NHI participants in obtaining health services, strengthening cross-sector support, whether in the form of regulations, infrastructure, or funding. In addition, there is also a need for evaluation from various aspects in order to create good quality in the utilization of health services.