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Government regulations are made to provide equal distribution of peoples welfare. The law on National Health Insurance and health regulations give the people the right to get good health services. The existence of Perdirjampelkes Number 4 of 2018 concerning the Implementation of Competency-Based Tiered Systems through Information System Integration (Online Referral) has an impact on type C hospitals and their services. The BPJS online referral system was actually made to facilitate and improve the quality of services in hospitals, but it turned out to cause many problems in its implementation. This study focuses on exploring the fulfillment of the human service rights of patients in obtaining hospital services in the BPJS era. The purpose of this study is to explore the fulfillment of the human service rights of patients in obtaining hospital services in the BPJS era. This study uses qualitative research methods with a case study approach. Data was collected by interviewing 8 informants. The researcher found that RS Karya had taken proactive actions against sudden changes due to a tiered online referral system by increasing human resources and facilities to provide human service rights. BPJS applies tiered online referral rules that have an impact on not fulfilling human service rights. The new BPJS regulation can be a threat if the hospital does not change to improve quality and anticipate it with crisis management. Human services are carried out to provide patient rights without violating regulations made by BPJS. Suggestions for research are that hospitals need to form a crisis management team and prepare crisis management strategies to fulfill patient rights.