PERLINDUNGAN KONSUMEN TERHADAP KONTRAK ELEKTRONIK DALAM PELAYANAN KESEHATAN DIGITAL

Abstract

Perkembangan teknologi digital telah mendorong transformasi pelayanan kesehatan melalui platform kesehatan digital yang menyediakan konsultasi medis, resep elektronik, dan layanan penunjang kesehatan lainnya. Hubungan hukum antara pasien dan penyedia layanan tersebut umumnya dibangun melalui kontrak elektronik yang bersifat baku dan disepakati secara daring, sehingga menempatkan pasien selaku konsumen pada posisi tawar yang lemah, baik dalam aspek persetujuan, transparansi informasi, perlindungan data pribadi, maupun pertanggungjawaban hukum apabila terjadi kerugian. Penelitian ini bertujuan untuk mengkaji karakteristik dan bentuk kontrak elektronik dalam pelayanan kesehatan digital, menganalisis bentuk perlindungan hukum terhadap konsumen berdasarkan peraturan perundang-undangan yang berlaku, serta merumuskan konsep perlindungan konsumen yang berkeadilan dan berorientasi pada kepastian hukum. Penelitian menggunakan metode penelitian hukum normatif dengan pendekatan perundang-undangan (statute approach), pendekatan konseptual (conceptual approach), dan pendekatan perbandingan (comparative approach), dengan bahan hukum primer, sekunder, dan tersier yang dianalisis secara kualitatif-preskriptif. Hasil penelitian menunjukkan bahwa kontrak elektronik dalam pelayanan kesehatan digital memiliki karakteristik khusus berupa kontrak baku elektronik (click-wrap/browse-wrap agreement) yang sarat unsur asimetri informasi dan keterbatasan negosiasi bagi pasien. Pengaturan perlindungan konsumen yang ada—tersebar dalam UU Perlindungan Konsumen, UU ITE, UU PDP, dan UU Kesehatan—masih bersifat parsial, belum secara khusus mengakomodasi karakteristik layanan kesehatan digital, sehingga menimbulkan kekosongan norma terkait standar persetujuan berinformasi elektronik dan mekanisme pertanggungjawaban. Penelitian ini merumuskan konsep perlindungan konsumen yang ideal melalui penguatan prinsip informed electronic consent, transparansi klausula baku, dan harmonisasi regulasi lintas sektor guna menjamin kepastian hukum dan keadilan bagi pasien sebagai konsumen layanan kesehatan digital

ABSTRACT

 The development of digital technology has driven the transformation of healthcare services through digital health platforms that provide medical consultations, electronic prescriptions, and other health-supporting services. The legal relationship between patients and service providers is generally established through standard-form electronic contracts concluded online, placing patients, as consumers, in a weak bargaining position regarding consent, information transparency, personal data protection, and legal liability in the event of harm. This study aims to examine the characteristics and forms of electronic contracts used in digital healthcare services, analyse the forms of legal protection afforded to consumers under the prevailing laws and regulations, and formulate a concept of consumer protection that is equitable and oriented towards legal certainty. This study employs a normative legal research method using statutory, conceptual, and comparative approaches. Primary, secondary, and tertiary legal materials are analysed through qualitative and prescriptive methods. The findings demonstrate that electronic contracts in digital healthcare services have distinctive characteristics, particularly as electronic standard-form contracts, such as click-wrap and browse-wrap agreements, which are marked by information asymmetry and limited opportunities for patients to negotiate. Existing consumer protection regulations—dispersed across the Consumer Protection Law, the Electronic Information and Transactions Law, the Personal Data Protection Law, and the Health Law—remain fragmented and do not specifically accommodate the particular characteristics of digital healthcare services. This situation has created regulatory gaps concerning standards for electronic informed consent and mechanisms of legal liability. This study proposes an ideal consumer protection framework by strengthening the principle of informed electronic consent, ensuring the transparency of standard contractual clauses, and harmonising cross-sectoral regulations to guarantee legal certainty and justice for patients as consumers of digital healthcare services.