Evaluasi kinerja pelayanan Bapelkes Propinsi Sumatera Selatan

YUSLAINIWATI, dr. Tjahjono Kuntjoro, MPH.,Dr.PH

2001 | Tesis | S2 Ilmu Kesehatan Masyarakat

Menghadapi otonomi daerah Bapelkes harus berupaya meningkatkan pelayanan yang dapat memuaskan pelanggan dalam rangka meningkatkan mutu pelayanan. Masalah penelitian adalah apakah kinerja penyelenggaraan pelayanan di Bapelkes sudah sesuriai dengan Standar Akreditasi Bapelkes dan Institusi Diklat Depkes RI. Faktor-faktor apa saja yang mempengaruhi kinerja pelayanan yang menyebabkan pelanggan tidak puas. Tujuan Penelitian ini adalah: 1) mengevaluasi penyelenggaraan pelayanan di Bapelkes Propinsi Sumatera Selatan, 2) mengetahui sejauhmana penyelenggaraan tersebut telah memenuhi standar akreditasi, 3) mengevaluasi upaya-upaya perbaikan penyelenggaraan pelayanan di Bapelkes Propinsi Sumatera Selatan. Jenis penelitian ini adalah evaluasi deskriptif. Variabelhnit analisis penelitian adalah kinerja pelayanan diklat dan penunjang diklat, service delivery, dan improving performance Bapelkes Propinsi Sumatera Selatan. Pengumpulan data dilaksanakan mulai tanggal 20 April 2001 s.d 5 Agustus 2001. Alat penelitian yang digunakan adalah check list dan wawancara untuk mengevaluasi kinerja pelayanan diklat dan pelayanan penunjang diklat yang mengacu pada buku pedoman dan standar akreditasi Bapelkesflnstitusi Diklat Depkes. Untuk service delivery dan improving performance mengacu pada The EQuIP Corporate Guide dari The Australian Council Health Standards (ACHS) untuk melihat proses kinerja pelayanan di Bapelkes. Hasil penelitian ini menunjukkan bahwa proses kinerja penyelenggaraan pelayanan diklat dan penujang diklat belum sesuai dengan standar akreditasi Bapelkes terutama pada komponen fasilitas dan peralatan diklat (laboratorium dan alat bantu pelatihan) dan pengendalian mutu pelayanan. Untuk service delivery pada kriteria pemasaranan dan analisa kebutuhan, perencanaan serta akses dan evaluasi pemberian pelayanan pencapaian kinerjanya masih rendah. Pada improving performance belum memenuhi standar. Kesimpulan: kinerja proses penyelenggaraan pelayanan di Bapelkes, baik pelayanan, diklat, pelayanan penunjang diklat, service delivery dun improving performance belum optimal jika dibandingkan dengan standar akreditasi Bapelkes dan EQuIP Corporate Guide dari ACHS.

Facing autonomy era, Health Training Center had been tried hard to improve their services in order to improve their quality services. The problem of the study was whether the performance of services providing in Health Training Center has been fulfilled the accreditation standard by Health Training Center and Education and Training Institution of Health Department of republic Indonesia or not. The study aimed to: 1) evaluate the service providing by Health Training Center of South Sumatera. 2) explore whether the managing of Health Training Center had been fulfilled the accreditation standard or not, and 3) evaluate efforts to repair the service providing by Health Training Center of South Sumatera. The method of the study was descriptive evaluation. Variablehit analysis of the study was service performance of Education and Training, Education and Training Supporting, service delivery, and improving performance of Health Training Center of South Sumatera. Data were collected from April 20 to August 5, 2001. The instrument of the study was check list and interview to evaluate performance of Education and Training, Education and Training Supporting based on accreditation standard and instrument of Health Training CenterEducation and Training Institution of Health Department. While service delivery and improving performance were obtained based on The EQuIP Corporate Guide from The Australian Council Health Standards (ACHS). The result of the study showed that performance process of service organization of education and training and its supporting were not adjusted to accreditation standard of Health Training Center, especially on facility and instrument component (laboratory and instrument of training) and quality service control. On marketing criteria and analysis of the need, plan, access, and evaluation toward service, the performance achievement of service delivery was still under the standard. The improving performance was not adjusted to standard. The study concluded that performance process of service providing in Health Training Center (in service, education and training, education and training support service, service delivery, and improving performance) was not optimum compared to accreditation standard of Health Training Center and EQuIP Corporate Guide from ACHS.

Kata Kunci : Manajemen Kesehatan Masyarakat, Kinerja Layanan Bapelkes, Propinsi Sumatera Selatan, evaluation, perforniunce, service, education and training.