The Indonesian government’s commitment to universal health coverage is evident in the National Health Insurance (JKN) program, administered by the Social Security Agency for Health, known as BPJS Kesehatan. This initiative ensures financial protection for all Indonesians in meeting their healthcare needs. Participation in JKN is mandatory for all Indonesian citizens and foreign nationals residing in Indonesia for six months or more.

Under the JKN framework, BPJS Kesehatan delivers healthcare coverage, ensuring access to a range of services, including basic, advanced, and hospitalization. Enrolled participants contribute through a monthly premium. The coverage is structured into three classes, with class 1 offering the highest level of care and class 3 providing more fundamental services. This tiered approach promotes inclusive health insurance and financing.

The adoption of digital technology has significantly boosted JKN membership, especially with the JKN Mobile app. This app, developed internally, allows members to easily sign up, pay their premiums, and get the healthcare they need. Furthermore, BPJS Kesehatan has partnered with the Ministry of Health to integrate telemedicine into existing digital health platforms, thereby expanding access to healthcare services. A prime example is the direct-to-patient telemedicine service launched via JKN Mobile, facilitating teleconsultations between doctors in clinics and patients at the community level.

Despite its availability, the use of JKN Mobile is not uniform. The app is predominantly used by informal workers outside the poverty threshold and formal private-sector employees. This disparity likely stems from unequal access to health information, technology, and literacy across diverse socioeconomic backgrounds. Furthermore, the adoption of the telemedicine feature within the JKN Mobile app and its subsequent impact on health system outcomes, particularly in remote and underdeveloped areas, are still in the early stages.

SMERU, working in partnership with Johns Hopkins University, is conducting scoping studies to identify barriers and uptake factors for the JKN-Mobile telemedicine service. SMERU will also provide technical assistance and quality assurance for telemedicine deployment. Additionally, both SMERU and Johns Hopkins University plan to conduct an impact evaluation of the service. 

This study primarily focuses on generating evidence to support BPJS Kesehatan in implementing its telemedicine, building upon lessons learned from its ongoing telemedicine pilots.