IMPLEMENTASI HAK PASIEN PESERTA BPJS KESEHATAN DALAM PEMENUHAN PELAYANAN (Studi Kasus Rumah Sakit Umum Daerah Kota Kendari)

The constitution guarantees the right to health through the 1945 Constitution and is operationalised in the Health Law Number 17 of 2023 and the BPJS Law Number 24 of 2011. However, a gap between regulation and implementation persists, particularly in the eastern regions of Indonesia. This empirical legal research analyses the implementation of legal protection for BPJS patients at the Kendari City General Hospital through interviews, observations, and document studies. The findings indicate that the hospital has provided non-discriminatory services with various complaint channels; however, it faces challenges such as communication barriers, complex administrative procedures, limited capacity, and low legal literacy among patients. There is a need for enhanced patient education, transparency of information, harmonisation of central and regional policies, and systemic transformation towards patient-centred care to achieve substantive legal protection.