RESPONSIBILITY OF SERVICE TO INPATIENTS AT NEGERI LAMA PUBLIC HEALTH CENTER, SUB-DISTRICT DOWNSTREAM BAR
DOI:
10.54443/ijset.v4i9.852Published:
2025-07-13Downloads
Abstract
Responsiveness is one of the important indicators in public services that reflects the ability and alertness of the apparatus or officers in responding to the needs, complaints, and expectations of the community as service users. This study aims to determine the responsiveness of services to inpatients at the Lama Public Health Center, Bilah Hilir District and to find out what obstacles are faced by inpatients at the Lama Public Health Center. This study was motivated by the many complaints from the community regarding slow services, unfriendly attitudes of officers, and the service process that takes quite a long time. The focus of this study discusses the responsiveness of services to inpatients at the Lama Public Health Center, Bilah Hilir District, which includes aspects of responding, speed and accuracy of service, and discussing the inhibiting factors that occur in the service process for inpatients at the Lama Public Health Center. The method used in this study is descriptive qualitative. Data collection techniques are carried out through in-depth interviews, direct observation, and documentation. The results of the study indicate that the services provided by the Lama Public Health Center are still not fully responsive to patient needs. There are several major obstacles, such as limited medical personnel, ineffective manual queuing system, lack of training on excellent service, and the absence of a structured complaint system. These factors cause delays in service and reduce the level of public satisfaction. Responsiveness indicators such as speed, accuracy, and the ability of officers to respond to complaints have not been optimally met. Therefore, it is necessary to make comprehensive improvements to the Puskesmas service system. Suggestions from this study are the addition and equalization of medical personnel, digitization of service and administration systems, HR training in communication and service ethics, optimization of triage systems and priority routes, improvement of medical facilities and infrastructure, especially in first-level service facilities such as Puskesmas.
Keywords:
Responsiveness, Service, Responding, Speed and AccuracyReferences
Buku
Ade Putra Ode Amane Dkk (2023). Metode Penelitian Kualitatif : Persperktif Bidang Ilmu Sosial.
Dwiyanto Dkk(2006). Mewujudkan Good Governance Melalui Pelayanan Publik. Yogyakarta : Gadjah Mada University Press
Sugiyono. (2008). Metode Penelitian Kualitatif Bandung : ALFABETA.
Wajdi, Farid, A. (2022). Hukum Dan Kebijakan Publik (S. Grafika (Ed.); Edisi Pert).
Skripsi/Jurnal
Bibu Dkk (2019). Kualitas Pelayanan Rawat Inap Puskesmas Dinoyo Kota Malang. Jisip: Jurnal Ilmu Sosial Dan Ilmu Politik,
Dwiyanto Dkk (2006). Kualitas Pelayanan Rawat Inap Puskesmas Dinoyo. Kota Malang. Jisip: Jurnal Ilmu Sosial Dan Ilmu Politik
Dwiyanto, Fitriana. (2006). Kualitas Pelayanan Rawat Inap Puskesmas Dinoyo. Kota Malang. Jisip: Jurnal Ilmu Sosial Dan Ilmu Politik
Husni Holqiah, (2022) Responsivitas Pelayanan Terhadap Pasien Lansia Di Puskesmas Gandus, Palembang : Universitas Indo Global Mandiri.
Nugraha Dkk(2020). Pengaruh Kinerja Pegawai Terhadap Efektivitas Organisasi Pada Kantor Kecamatan Dusun Selatan Kabupaten Barito Selatan. Restorica: Jurnal Ilmiah Ilmu Administrasi Negara Dan Ilmu Komunikasi.
Rusni Dkk (2022). Responsivitas Pelayanan Publik (Studi Kasus Pelayanan Pasien Bpjs Rumah Sakit Umum Daerah Kabupaten Pohuwato). Madani Jurnal Politik Dan Sosial Kemsyarakatan.
Rismawati Dkk (2015). Responsivitas Pelayanan Perceraian Kantor Pengadilan Agama Sengkang Kabupaten Wajo. Jurnal Administrasi Publik, 1, 279–290.
Tasysa Ulfa Anandita (2024). Responsivitas Penyelengaraan Pelayanan Kesehatan Di Puskesmas Krian, Kabupaten Sidoarjo. Jurnal Media Akademik
Taufiqurokhman Dkk (2021). Pendidikan Dalam Tinjauan Administrasi Publik: Teori & Praktik. Samudera Biru.
Kusumah, N. B. (2016). Responsivitas Pelayanan Publik Peserta Bpjs Rumah Sakit Umum Labuang Baji Makassar.
Luturmas Dkk (2022). Pelayanan Publik Di Masa Covid-19. Perkumpulan Rumah Cemerlang Indonesia.
Mendoza, S. D., Nieweglowska, E. S., Govindarajan, S., Leon, L. M., Berry, J. D., Tiwari, A., (2020).
Moleong, (2004). Metodelogi Penelitia Kualitatif. Bandung : Pt Remaja Rosdakarya.
Sanah Dkk (2017). Pelaksanaan Fungsi Puskesmas Dalam Meningkatkan Kualitas Pelayanan Kesehatan Di Kecamatan Long Kali Kabupaten Paser. Ejournal Ilmu Pemerintahan, 5(1), 305-314.
Sugiyono. (2016). Metodelogi Penelitian Pendidikan Kuantitatif, Kualitatif, Dan R&D. Bandung
Widodo, (2008). Responsivitas Pelayanan Publik Pendidikan Dalam Tinjauan Administrasi Publik: Teori & Praktik.
Wulandari Dkk (2021). Responsivitas Dinas Kesehatan Kabupaten Karanganyar Dalam Upaya Menurunkan Angka Kematian Ibu (Aki) Dan Angka Kematian Bayi (Akb) Di Kabupaten Karanganyar. Wacana Publik,
Zeithaml Dkk (2020). Responsivitas Pelayanan Publik Di Puskesmas, Kabupaten Nganjuk. Public Administration Journal Of Research
Zeithaml (2022). Pelayanan Publik Di Masa Covid-19. Perkumpulan Rumah Cemerlang Indonesia.
Peraturan/Undang-Undang
Undang -Undang Dasar Nomor 25 Tahun 2009 Tentang Responsivitas Pelayanan Publik
Peraturan MENPAN Nomor 63 Tahun 2004 Tentang Pelayanan Publik Adalah Pelayanan Prima
Peraturan Menteri Kesehatan Republik Indonesia Nomor 75 Tahun 2014 Menjelaskan Tentang Fasilitas Pelayana Kesehatan
Peraturan Menteri Kesehatan Republik Indonesia Nomor 43 Tahun 2019 Puskesmas Mempuyai Beberapa Fungsi.
License
Copyright (c) 2025 Intan Nasution, Muklir, Aflia Riski, Muhammad Hasyem, Teuku Alfiady
This work is licensed under a Creative Commons Attribution 4.0 International License.
How to Cite
