Seventy-three-year-old Marliyah did have to bother with queuing when seeking health services or waiting for her medicine. The elderly woman, a resident of Ketapang, Banyuwangi, simply needed to wait in her wheelchair to receive special service at Blambangan Regional General Hospital (RSUD).
Accompanied by a relative, Marliyah traveled to Blambangan Hospital by public transportation. A hospital employee in a white shirt and a red-and-white vest helped Marliyah into a wheelchair.
"Please give me your Gandrung card, ma’am," said Arief Darmawan, 22, an attendant at RSUD Blambangan. He then wheeled Marliyah to the registration desk. Without having to take a service ticket, Marliyah was registered and taken directly to the general polyclinic for a medical examination.
Arriving at the polyclinic, Arief placed Marliyah\'s wheelchair among those of other patients waiting for their turn. "Ma’am, wait here just a moment," he told Marliyah. While most patients handed their medical documents to the polyclinic attendants, Arief placed Marliyah’s Gandrung card and medical records in a box marked "Gandrung Patient".
Less than five minutes later, a polyclinic staffer called Marliyah\'s name. With Arief’s help, Marliyah entered the examination room. She left behind six patients who had waited longer than her. The patients were much younger than Marliyah.
The same thing happened when Marliyah went to get her medicines at the pharmacy. The doctor\'s prescription and her Gandrung card were placed in another plastic box marked "Gandrung Patient". Upon seeing her Gandrung card, the pharmacist prioritized filling Marliyah’s prescription. After she had obtained her medication, Arief wheeled Marliyah to a rental car.
"Matur sembah nuwun, nggih, cah bagus (Thank you very much, you’re a good boy)," Marliyah said to Arief. That day, it took Marliyah no more than an hour at the hospital. Although she was ill, Marliyah was able to leave the hospital feeling light at heart.
Priority services
The priority service that Marliyah received is also enjoyed by 5,000 other Gandrung cardholders. RSUD Blambangan issues the cards to vulnerable groups to complement the health services provided under the National Health Insurance-Indonesian Health Card (JKN-KIS) program.
Blambangan hospital director Taufik Hidayat explained that the name “gandrung” was adopted from the name of an iconic traditional dance in Banyuwangi. Furthermore, Gandrung is also an acronym for the Genuine Care Movement for Disabilities, High Risk, Seniors, Veterans, Retirees, and Gravides (pregnant women).
"In accordance with the acronym, Gandrung is intended for patients with disabilities, high-risk patients with infectious diseases and severe illnesses, patients over 60 years of age, and pregnant women in the final trimester of their pregnancy. They are priority patients and can receive [healthcare] services without having to stand in line," said Taufik.
He said the Gandrung program was part of the hospital’s efforts to implement fair health services. It was unfair if elderly patients had to wait in a long line along with younger patients.
"We do not have the heart to watch elderly patients try to look after themselves when seeking treatment. Therefore, we provide a solution by treating them with special care," said Taufik.
Ahmad Ghozali, RSUD Blambangan’s service coordinator, said the number of patients who sought inpatient treatment or outpatient services at the hospital was about 300 people per day. Of that number, between 50 and 60 people were Gandrung patients.
A similar innovation in healthcare services has also been implemented by Wates Hospital in Kulon Progo regency, Yogyakarta. Suladi, 42, and Khadija, 35, both residents of Kokap district, have enjoyed the benefits of the program. When accompanying his wife, who was seven months pregnant, Suladi simply registered the night before via the hospital’s website, rsud.kulonprogo.go.id.
Upon their arrival at the hospital the next day, Suladi merely needed to verify the participant eligibility letter of (SEP) issued by Wates Hospital. His wife did not have to wait too long for her a checkup.
Purnama, 35, a resident of Kalibawang district, had the same experience while waiting for treatment for his child, who was vomiting. Although he had a JKN-KIS Class III card, his child was treated in a Class I room, because the Class III and Class II rooms were already full.
RSUD Wates medical service director Witarto said, "For hospitalization, we have a classless policy. That is, if the Class III room is full, the patient is upgraded to a Class II room. If Class III and Class II are full, the patient is upgraded to a first-class room at no extra cost."
In addition, the hospital has implemented innovative services for JKN-KIS participants whose babies were born weighing below 2,500 grams. Low birthweight (LBW) infants will receive optimal care, even when they have been released from the hospital. "The hospital’s medical personnel will routinely monitor the condition of LBW babies at home," said Witarto.
Hasan Sadikin Hospital (RSHS) in Bandung also provides an online registration service via reservasi.rshs.or.id. Patients can also register by phone at (022) 2551111 or by mobile phone via the RSHS-Go! mobile app, which is available on Google Play. "There is no need to queue. Outpatients can now register by phone, online, and by mobile app," said Eky, an RSHS public relations officer.
Fachmi Idris, the president director of BPJ Kesehatan, which operates the JKN-KIS health insurance, said that health facilities needed to become more competitive in their services and more efficient in their financial management. They needed to implement good quality control and financial control to continue to exist and to provide good healthcare services.
What Pelni Hospital has done in Petamburan, Jakarta, can be adopted by other hospitals: It has trimmed its patient queue with the application of information technology systems, while their polyclinic is open until 10:00 p.m.
Hospital management must also be able to save on certain costs to increase efficiency.
(GER/DIM/BKY/ADH)
