<![CDATA[National Health Insurance (Jaminan Kesehatan Nasional: JKN) demonstrates government’s commitment providing health insurance to all Indonesians. Hoped that JKN can improve the health levels of its citizens, including the poor and vulnerable; i.e Premium Assistance Beneficiaries Of National Health Insurance (PBI JKN), so that the productivity of family economies increase and intergenerational cycles of poverty can be broken. Despite wider coverage of JKN, however, the poor were still disadvantaged in the healthcare market. Our preliminary study in Kediri shows that PBI beneficiaries complain about the service of healthcare they have received. This study aims to explore the healthcare experience of PBI JKN in Kediri through a qualitative case study approach using in-depth interviews with 10 informants of PBI who had previously been selected purposively. The findings support an understanding of PBI experience from the PBI’s perspective of accessibility, service procedures, and service quality of healthcare in Kediri. According to the informants’ perspective of accessibility to healthcare, all of them stated that the healthcare is accessible. From the informants’ perspective of service procedures, most of the informants stated that the flow of health services provided is quite detailed and complete, although some informants are not satisfied with the way the health service is served. The results suggest that there are several issues that must be addressed in order to enhance the quality of care for example therapeutic communication, and the PBI experience in relation to increase the quality care. In addition, policy-makers, managers and all healthcare workers must ensure that patients especially PBI beneficiaries are satisfied of the services provided regardless of their membership status.]]>
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