DIGITAL HEALTH POLICY IMPLEMENTATION IN THE TRANSFORMATION OF DECENTRALIZED UNIVERSAL HEALTH COVERAGE: AN ANALYSIS OF SERVICE QUALITY, STAKEHOLDER COMMUNICATION, AND POLICY INTEGRATION IN MEDAN CITY
Abstract
Digital health policy is a crucial instrument for strengthening the implementation of Universal Health Coverage (UHC) in the era of decentralization. This study aims to analyze the implementation of digital health policy in the transformation of decentralized UHC in Medan City, focusing on three main dimensions: digital service quality, the effectiveness of policy communication to stakeholders, and system integration between public and private healthcare facilities. Using a mixed-methods approach, the study involved 161 healthcare service users across 21 districts of Medan City. The results show that 67.1% of respondents only began using Mobile JKN in 2024–2025, while 23.6% had not used the application at all. In terms of digital service quality, the reliability and responsiveness dimensions remained at a moderate level, with 55–59% of respondents rating them as 'fair'. Policy communication was not yet effective: 25.5% of respondents did not understand the digitalization policy and 18% had never received related information. Regarding integration, 47.2% stated that digitalization had not reduced bureaucratic procedures. Nevertheless, 66.4% of respondents were optimistic about the development of digital health technology to support UHC Premium. This study recommends strengthening community-based policy communication, improving the stability of digital systems, and developing inclusive digital literacy programs.
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DOI: http://dx.doi.org/10.30829/jai.v14i2.32222
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