Kualitas pelayanan kesehatan :: Studi kasus pelayanan kesehatan di RSUD "Dr Jaap Solossa, M.Si." Kabupaten Puncak Jaya Provinsi Papua

TANDIDATU, Bertnadus, Dr. Erwan Agus Purwanto

2006 | Tesis | Magister Administrasi Publik

Sebagaimana amanat UUD 1945 pasal 28 H ayat 1 bahwa setiap warga negara berhak memperoleh pelayanan kesehatan dengan baik. Kabupaten Puncak Jaya secara geografis dan topografis terletak di pedalaman Provinsi Papua. Melalui penelitian ini, peneliti berusaha menjawab pertanyaan bagaimana kualitas pelayanan kesehatan serta faktor-faktor yang mempengaruhi kualitas pelayanan kesehatan di RSUD “Dr. Jaap Solossa, M.Si” Kabupaten Puncak Jaya. Penelitian ini merupakan studi eksplorasi dengan tipe diskriptif yang menggunakan teknik/pendekatan kualitatif, pengumpulan data dengan wawancara (in-depth interview), observasi dan dokumentasi. Wawancara dilakukan terhadap informan dari unsur pemerintah (pemberi layanan) dan unsur warga negara/masyarakat (pengguna layanan). Teknik Observasi participant observation dan observasi non partisipan. Dokumentasi menggunakan kamera/handycam dan daftar pasien harian saat mengakses pelayanan kesehatan serta dokumen-dokumen lain yang berhubungan dengan pelayanan kesehatan. Hasil penelitian diuraikan secara deskriptif kemudian dianalisis dan diinterpretasikan untuk menemukan jawaban atas pertanyaan penelitian. Berdasarkan hasil penelitian dan pembahasan dapat disimpulkan bahwa kualitas pelayanan kesehatan yang diselenggarakan oleh RSUD “Dr. Jaap Solossa,M.Si” Kabupaten Puncak Jaya masih rendah. Pengguna layanan masih mengeluhkan lambatnya waktu pelayanan, belum memadainya fasilitas pendukung pelayanan, sikap dan perilaku paramedis yang kurang ramah dan kurang sopan serta mabuk-mabukan pada saat menjalankan pelayanan (tugas medisnya). Dari hasil identifikasi serta studi eksplorasi, ditemukan pelbagai faktor-faktor yang mempengaruhi kualitas pelayanan kesehatan. Dari kondisi internal (institusi) yaitu SDM paramedis, sarana dan prasarana, sistem reward dan kesejahteraan paramedis. Dan dari kondisi eksternal yaitu letak geografis dan topografis serta komunikasi ternyata sangat mempengaruhi kualitas pelayanan kesehatan di RSUD “Dr. Jaap Solossa, M.Si” Kabupaten Puncak Jaya. Beberapa rekomendasi yang diajukan antara lain : a) Pemerintah Daerah Kabupaten Puncak Jaya harus membangun infrastruktur PLTA agar kebutuhan listrik dapat terpenuhi; b) Peningkatan kepemimpinan dan SDM paramedis; c) Adanya perbaikan sistem reward (gaji) bagi pegawai honorer; d) Merekrut dokter spesialis dan paramedis honorer dengan sistem kontrak.

According to mandate of UUD 1945 section 28 H article 1 commend that every citizen has right to get health service. Puncak Jaya Regency geographically and topographic is located in inner area of Papua Province. Under those circumstances, researcher try to answer the question about the quality of health services and factors that influence the quality of health services in RSUD "Dr. Jaap Solossa, M.Si" Puncak Jaya Regency. This qualitative research was carried out by explorative study technique using interview (in-depth interview), documentation and observation as the tools of data collection. Interview was conducted on informant from government side as service provider and citizen/society as the consumer. Observation was performed both through participant observation and non participant observation. Documentation processes used camera and daily patient list which accept service and other documents related to health services. The result of research was elaborated descriptively, to be analyzed and interpreted to answer the research question. Based on the research analysis, it can be concluded that service of health quality carried out in RSUD "Dr. Jaap Solossa, M.Si" Puncak Jaya Regency has not been competent yet. Consumer of service still complain about the tardiness of service delivery, insufficient facilities to support health services, inappropriate and reserved attitude and behaviour of paramedics. From identification process and explorative study, it was found some factors that influence the quality of health services. Of internal condition (institution), those factors are quality of paramedic’s human resources, facilities and utilities, reward system and prosperity of paramedics. From external condition, geographical position, topographic and communications are significantly influencing the quality of health service in RSUD "Dr. Jaap Solossa, M.Si" Puncak Jaya Regency. Some recommendations suggested as the result of this research are: a) It is necessary for government to build electric water plant (PLTA) to fulfil the need of electricity; b) improving leadership; c) improvement on reward system especially for daily officer; d) Recruit specialists doctor and paramedic by contract system.

Kata Kunci : Pembangunan Kesehatan,Kualitas Layanan, Customer Perceptions, Paramedic’s Capacity, Medical Tools