ANALISIS KEPUASAN MASYARAKAT TERHADAP PELAYANAN PUBLIK DI PUSKESMAS PUNUNG KABUPATEN PACITAN

ZULLY TURSITA ANDRIYANI, Prof. Dr. Warsito Utomo.

2014 | Tesis | S2 Magister Adm. Publik

Penanganan bidang kesehatan menjadi kewenangan pemerintah daerah, salah satunya adalah dengan adanya Puskesmas yang berfungsi sebagai pemberi layanan kesehatan utama dalam rangka peningkatan derajat kesehatan masyarakat. Puskesmas Punung berfungsi memberikan pelayanan kesehatan dengan mengutamakan kepuasan pelanggan. Masalah muncul ketika kinerja pelayanan Puskesmas masih perlu dipertanyakan dengan mendapat banyak keluhan dan kritikan masyarakat. Tujuan dari penelitian ini adalah untuk mengetahui dan menganalisis kinerja Puskesmas Punung dalam memberikan kepuasan kepada masyarakat karena ada indikator pelayanan yang memuaskan dan tidak memuaskan. Penelitian ini menggunakan pendekatan campuran kuantitatif dan kualitatif. Kuantitatif dilakukan dengan pengisian kuesioner untuk menghitung IKM dengan menggunakan rumus nilai rata-rata tertimbang masing-masing unsur pelayanan, sedangkan kualitatif dilakukan dengan wawancara untuk memperoleh fenomena sosial yang mempengaruhi unsur kepuasan masyarakat. Hasil penelitian menunjukkan secara keseluruhan dari penghitungan IKM dengan 14 indikator pelayanan, kinerja pelayanan Puskesmas Punung dalam kondisi baik atau bagus dengan nilai IKM sebesar 74,25 dan mutu pelayanan grade B. Secara lebih spesifik indikator dengan kepuasan tertinggi adalah keamanan pelayanan dan indikator terendah serta kurang memberi kepuasan adalah kecepatan pelayanan dan kepastian jadwal pelayanan. Ketidak puasan tersebut karena dokter sekaligus merangkap kepala puskesmas datang terlambat akibat mengurusi pasien pribadinya, disamping itu pengawasan kedisiplinan petugas dari Dinas Kesehatan tidak ada, serta tidak memberi sanksi tegas atas pelanggaran yang dilakukan dan kerjasama dengan dokter spesialis. Rekomendasi upaya peningkatan kinerja Puskesmas Punung adalah penyelarasan ritme pelayanan sesuai SOP baik petugas administrasi maupun medis, peningkatan kemampuan intelektual petugas melalui pelatihan maupun pendidikan formal, penambahan personel terutama di bidang farmasi, pemberian sanksi tegas dengan membuat pedoman penjatuhan sanksi disiplin secara baku, penerapan teknologi informasi dengan finger print agar kehadiran tidak bisa dimanipulasi, meningkatkan kontrol dan monitoring dari Dinkes terkait proses pelayanan, pematangan koordinasi dengan pihak lain seperti dokter spesialis sebelum informasi disampaikan kepada masyarakat.

The management of health sector is laid on the local government, one of which is the presence of community health centers serving as the main providers of health service in order to improve the health status of the community. Community health center of Punung functions to provide health care services with emphasize on the customers’ satisfaction. The problem emerges when the performance of community health center is called into questioned, proven by a large amount of complaints and criticism from the community. The objective of the research was to determine and analyze the performance of community health center of Punung in providing satisfaction to the community as there were satisfactory and unsatisfactory service indicators. This research used a mix of quantitative and qualitative approaches. The quantitative approach was conducted by filling out the questionnaires to calculate the HPI (Customer Satisfaction Index) by employing the formula of the weighted average value of each element of the service. Meanwhile qualitative approach was conducted by interviews to obtain a social phenomenon affecting the satisfaction element of the community. The result of the research shows that on the whole, out of HPI computation with 14 service indicators, the service performance of community health center of Punung is in good or excellent condition with HPI value of 74.25 and the service quality is grade B. More specifically, the indicator with the highest satisfaction is the service security, and the lowest indicator as well as one with less satisfaction is the speed of service and the assurance of service schedule. The dissatisfaction is resulted from the doctor who also served as the head of community health center always arrives late as he takes care of personal patient first, in addition to the absence of personnel disciplinary supervision from Health Agency, the absence of strict sanctions to violations committed and cooperation with medical specialists. The recommendation efforts to improve the performance of community health center of Punung are the rhythm harmonization in accordance with standard operating procedure both for administrative and medical personnel, the improvement of intellectual abilities of the officers through trainings or formal education, the addition of the personnel, especially in the pharmaceutical field, the enforcement of strict punishment by creating guidelines for disciplinary sanctions by default, the application of information technology with finger print, thus the personnel presence cannot be manipulated, the improvement of control and monitoring from health agency in relation to the service process, and good coordination with other parties, such as specialists before the information is presented to the community.

Kata Kunci : pelayanan Puskesmas, kepuasan pelayanan, IKM