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    Keyword: Public Services Community Satisfied Index in The General Hospital

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    Lieeya Stewart
    The study examined community satisfaction levels with public services provided at public hospitals in Semarang City. It found that overall satisfaction levels were good, with index scores of 72.86 for 14 services and 75.29 for 18 services. However, some areas were identified for improvement, such as service procedures, wait times, staff discipline, and availability of information facilities. The study provided recommendations to enhance community relationships and improve service quality.

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    Keyword: Public Services Community Satisfied Index in The General Hospital

    Uploaded by

    Lieeya Stewart
    27 views3 pages
    The study examined community satisfaction levels with public services provided at public hospitals in Semarang City. It found that overall satisfaction levels were good, with index scores of 72.86 for 14 services and 75.29 for 18 services. However, some areas were identified for improvement, such as service procedures, wait times, staff discipline, and availability of information facilities. The study provided recommendations to enhance community relationships and improve service quality.

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    The study examined community satisfaction levels with public services provided at public hospitals in Semarang City. It found that overall satisfaction levels were good, with index scores of 72.86 for 14 services and 75.29 for 18 services. However, some areas were identified for improvement, such as service procedures, wait times, staff discipline, and availability of information facilities. The study provided recommendations to enhance community relationships and improve service quality.

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    © All Rights Reserved
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    Download as docx, pdf, or txt
    27 views3 pages

    Keyword: Public Services Community Satisfied Index in The General Hospital

    Uploaded by

    Lieeya Stewart
    The study examined community satisfaction levels with public services provided at public hospitals in Semarang City. It found that overall satisfaction levels were good, with index scores of 72.86 for 14 services and 75.29 for 18 services. However, some areas were identified for improvement, such as service procedures, wait times, staff discipline, and availability of information facilities. The study provided recommendations to enhance community relationships and improve service quality.

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    SUMMARY

    Study on Community Satisfied Index in Public Service in Semarang City, was focused on study
    of public service in the general hospital in Semarang City. This research had assumption that
    communities, who had public service, can give evaluation and appraisal hospital but also in
    home. In the frame of increasing public service, RSUD Semarang City has been formulated
    Standard of Public Service Guide as effort to increase service quality for community. Since year
    2009, RSUD Semarang City, as a institution, had been formed Local Public Service Institution
    (BLUD) as regarding to Government Regulation No. 23 Year 2005. In year 2007, there was
    internal study on community satisfied index in General Hospital (RSUD) Semarang City.
    According to that research, There were some suggestions which had been followed up to effort
    increasing of facilities related with community relationship which was better in order to make
    good impression for good service in general hospital.

    There were some questions in this research which had been formulated in this study, as
    followed:

    1. How is good Community Satisfied Index (IKM) in public service in the Local General Hospital
    (RSUD) in Semarang City?
    2. What are problems in the Local General Hospital (RSUD) in Semarang City in order to increase
    public service?
    3. What are potency which can be benefited in the frame of service increasing Local General
    Hospital (RSUD) in Semarang City?
    4. How is implementation description of service working at Local General Hospital (RSUD) in
    Semarang City since implementation local autonomy in year 2000?

    In this research, the number of responder were 200 persons who divided into 120 persons who
    had been treated out of hospital and 80 persons who had been treated in Local General Hospital
    (RSUD) Semarang City. This research studied 18 elements of study Community Satisfied Index
    from Keputusan Menteri Penetiban Aparatur Negara No. 25/KEP/M.PAN/2/2004 General Guide
    of Formulation Community Satisfied Index on Government Institution Service Unit.

    In order to effort increasing public service, there were some problems, as followed; modern
    equipments were still limited, number of paramedics, quality of human resources, service time
    had still long, still need service procedure. Hospital services were good technology, capital and
    resources quality which better because of development of knowledgment and
    service. Supporting from Local Government City good enaough, especially related by free of
    charge for healthy services, increasing number of Askes (Health Insurance) participant and
    Jamkesmas, so access and services to community enough good.

    According to the research result, for 14 services unsures showed that the value of Public
    Satisfied Index as amount 2,91 and after conversion as amount 72,86. Those reserach
    showed that hospital services got good catagories. According to count from 18 service unsure
    got value 3,01 and after conversion that conversion value as amount 75,29. It can be drawn that
    quality of hospital services was good catagories. There were some items needed as followed
    service procedure, waiting time, paramedic decipline and widely informations fasillities.

    Keyword : Public Services; Community Satisfied Index In The General Hospital


    RINGKASAN

    Studi Indeks Kepuasan Masyarakat dalam Pelayanan Publik di Kota Semarang difokuskan
    pada studi pelayanan publik di rumah sakit umum di Kota Semarang. Penelitian ini memiliki
    asumsi bahwa masyarakat, yang memiliki pelayanan publik, dapat memberikan evaluasi dan
    penilaian rumah sakit namun juga di rumah. . Dalam rangka peningkatan pelayanan publik,
    RSUD Kota Semarang telah dirumuskan Standar Pelayanan Publik sebagai upaya untuk
    meningkatkan kualitas layanan masyarakat. Sejak tahun 2009, RSUD Kota Semarang,
    sebagai lembaga, telah dibentuk Lembaga Pelayanan Publik (BLUD) mengenai Peraturan
    Pemerintah No. 23 Tahun 2005. Pada tahun 2007, dilakukan studi internal terhadap indeks
    kepuasan masyarakat di Rumah Sakit Umum (RSUD). ) Kota Semarang. Menurut penelitian
    tersebut, Ada beberapa saran yang telah ditindaklanjuti untuk upaya peningkatan fasilitas
    terkait dengan hubungan masyarakat yang lebih baik agar mendapat kesan baik untuk
    pelayanan yang baik di rumah sakit umum.

    Ada beberapa pertanyaan dalam penelitian ini yang telah dirumuskan dalam penelitian ini,
    sebagai berikut:

    1. Bagaimana Indeks Kepuasan Masyarakat yang Baik (IKM) dalam pelayanan publik di
    Rumah Sakit Umum Daerah (RSUD) Kota Semarang?
    2. Apa saja permasalahan di Rumah Sakit Umum Daerah (RSUD) Kota Semarang dalam
    rangka meningkatkan pelayanan publik?
    3. Apa potensi yang bisa diuntungkan dalam rangka peningkatan pelayanan Rumah
    Sakit Umum Daerah (RSUD) Kota Semarang?
    4. Bagaimana pelaksanaan uraian pelayanan di Rumah Sakit Umum Daerah (RSUD)
    Kota Semarang sejak diberlakukannya otonomi daerah pada tahun 2000?

    Dalam penelitian ini, jumlah responden adalah 200 orang yang terbagi menjadi 120 orang
    yang dirawat di rumah sakit dan 80 orang yang dirawat di Rumah Sakit Umum Daerah
    (RSUD) Kota Semarang. Penelitian ini mempelajari 18 elemen penelitian Indeks Kepuasan
    Masyarakat dari Keputusan Menteri Penetiban Aparatur Negara No. 25 / KEP / M.PAN /
    2/2004 Panduan Umum Penyusunan Indeks Kepuasan Masyarakat pada Unit Pelayanan
    Institusi Pemerintah.

    Dalam upaya meningkatkan pelayanan publik, ada beberapa masalah, seperti yang terjadi;
    Peralatan modern masih terbatas, jumlah paramedis, kualitas sumber daya manusia, waktu
    pelayanan masih lama, masih memerlukan prosedur pelayanan. Pelayanan rumah sakit adalah
    teknologi yang baik, kualitas modal dan sumber daya yang lebih baik karena pengembangan
    pengetahuan dan pelayanan. Dukungan dari Kota Pemerintah Daerah baik, terutama yang
    berkaitan dengan layanan kesehatan secara gratis, meningkatnya jumlah peserta Askes
    (Asuransi Kesehatan) dan Jamkesmas, sehingga akses dan pelayanan kepada masyarakat
    cukup baik.
    Menurut hasil penelitian, untuk 14 layanan tidak yakin menunjukkan bahwa nilai Indeks
    Kepuasan Masyarakat sebesar 2,91 dan setelah konversi sebesar 72,86. Hasil penelitian
    menunjukkan bahwa layanan rumah sakit mendapat kategori yang bagus. Menurut hitungan
    dari 18 layanan tidak yakin mendapat nilai 3,01 dan setelah konversi tersebut nilai konversi
    sebesar 75,29. Dapat ditarik bahwa kualitas layanan rumah sakit adalah kategori yang baik.
    Ada beberapa item yang dibutuhkan sebagai berikut prosedur pelayanan, waktu tunggu,
    pergantian paramedis dan banyak informasi fasillitas.

    Kata kunci: Pelayanan Publik; Indeks Puas Masyarakat di Rumah Sakit Umum

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