PROFIL LAYANAN PUBLIK PERIJINAN PENYELENGGARAAN PELAYANAN KESEHATAN SWASTA DITINJAU DARI PRINSIP GOOD GOVERNANCE Studi tentang Perijinan Apotek pada Badan Pelayanan Perijinan Terpadu (BPPT) Kota Tangerang

Maritha Nilawati., S.Si., Apt, Dr. H. Sampurno, Apt.

2011 | Tesis | S2 Mag.Manaj.Farmasi

Good governance merupakan perangkat untuk menciptakan penyelenggaraan negara yang solid, bertanggung jawab, efektif dan efisien, dengan menjaga keserasian interaksi yang konstruktif di antara domain negara, sektor swasta dan masyarakat. Keberhasilan pelaksanaan good governance dapat dinilai dari kepatuhan terhadap prinsip-prinsip pendukungnya. Penelitian ini dilakukan terhadap 38 responden yang pernah berinteraksi langsung dengan petugas pelaksana BPT Kota Tangerang dalam mengurus perijinan apotek periode Januari s/d Juli 2011. Penelitian ini bersifat deskriptif kualitatif dengan mencoba melihat pelaksanaan fungsi-fungsi layanan dari prinsip Good Governance dan mendeskripsikan fenomena sosial yang terjadi, dengan mengunakan kuesioner yang valid dan reliabel serta dilakukan pula wawancara langsung tidak berstruktur dan observasi lapangan. Analisis dilakukan secara kualitatif dengan menggunakan statistik sederhana (frekuensi, prosentase) dengan program SPSS serta menggunakan Nilai Indeks Kepuasan Pengguna Jasa, diadaptasi dari Nilai Indeks Kepuasan Masyarakat (Ratminto, dan Winarsih, 2008). Hasil penelitian secara keseluruhan menunjukkan bahwa pelayanan publik yang diberikan oleh BPPT Kota Tangerang sudah mempunyai semangat (spirit) Good Governance karena perangkat pendukung dan sistem yang ada telah didesain sedemikian rupa agar sesuai dengan standar pelayanan publik dan selaras dengan prinsip-prinsip Good Governance. Bobot tingkat kesesuaian antara pelayanan publik yang dilakukan di BPPT Kota Tangerang Bidang Kesejahteraan Rakyat dengan prinsip good governance menurut responden dari masing-masing dimensi adalah sebagai berikut: prosedur pelayanan 61% sesuai dan 39% tidak sesuai, biaya dan jangka waktu penyelesaian 59% sesuai dan 41% tidak sesuai, sarana dan prasarana 52% sesuai dan 48% tidak sesuai, jumlah dan kompetensi pelaksana 58% sesuai dan 42% tidak sesuai, penanganan pengaduan dan saran 57% sesuai dan 43% tidak sesuai, jaminan pelayanan dan keamanan 70% sesuai dan 30% tidak sesuai. Hasil analisis tingkat kesesuaian hasil pelayanan dengan harapan pengguna jasa memperlihatkan bahwa Total Nilai Indeks Kepuasan Pengguna Jasa sebesar 2.68 atau bila dikonversikan memperlihatkan nilai sebesar 67.00 atau bernilai B, menunjukkan bahwa kinerjanya sudah sesuai dengan harapan pengguna jasa.

Good governance is an instrument to create a solid, responsible, effective and efficient state administration, by maintaining the harmony of the constructive interaction between a state and private as well as public sectors. Successful implementation of good governance can be observed from the state’s conformity to the principles of its supporters. In this research, the 38 questionnaires were distributed to and completed by respondents who had directly interacted with the officers of BPPT Tangerang (the state Integrated Licensing Service Agency) in administering the licenses of various pharmacies during the period of January to July 2011. This research is a descriptive qualitative research, conducted by observing the implementation of the service functions of the principles of Good Governance and describing social phenomena using a valid and reliable questionnaire and an unstructured direct interviews and observations. The data were then qualitatively analyzed using simple statistics (frequency and percentage) with the SPSS program and using the Value of Customers Satisfaction Index, adapted from the Community Satisfaction Index Value (Ratminto, and Winarsih, 2008). In general, the public service provided by BPPT Tangerang already has the spirit of good governance, because the supporting devices and systems have been designed in such a way to conform to the standards of public service and in harmony with the principles of good governance.The results showed that the level of conformity between the public service performed in BPPT Tangerang in the field of people's welfare with the principles of good governance are as follows: The dimension of public service procedures is 61% conformable and 39% unconformable, the dimension of cost and period of completion is 59% conformable and 41% unconformable with the principles of transparency, efficiency and effectiveness, the dimension of facilities and infrastructure is 52% conformable and 48% unconformable , the dimension of quantity and competence of the implementation is 58% conformable and 42% unconformable, the dimension of the handling complaints and suggestions is 57% conformable and 43% unconformable with the principles of participation and responsiveness, the dimension of service and security guarantee is 70% conformable and 30% unconformable with the principles of accountability and transparency. The results of the analysis on the level of conformity between the public service performed in BPPT Tangerang with the principles of good governance show that the total value of the Customers Satisfaction Index is 2.68; which indicates a value of 67.00 which means that the quality of public service provided by BPPT Tangerang particularly in the field of people's welfare has a B value (conformable). This shows that the performance of the institution is in conformity with the customers’ expectations.

Kata Kunci : Good Governance, Pelayanan Publik, Perijinan Apotek.