Kualitas Pelayanan Kegawatdaruratan Emergency Medical Services Berbasis Online (Studi pada RSUD Pandan Arang Boyolali)

Roulitua, Amanda Laila Larasati and Dr. Irwan Noor, MA. and Abd. Qadir Muslim, S.Pd.I., M.Pd. (2024) Kualitas Pelayanan Kegawatdaruratan Emergency Medical Services Berbasis Online (Studi pada RSUD Pandan Arang Boyolali). Sarjana thesis, Universitas Brawijaya.

Abstract

Pelayanan publik sebagai kegiatan dalam rangka pemenuhan kebutuhan sesuai dengan peraturan perundang-undangan bagi setiap warga atas barang atau jasa yang disediakan oleh penyedia pelayanan publik. Di tingkat pemerintah daerah kota atau kabupaten, masyarakat dapat menggunakan fasilitas kesehatan yang diadakan oleh rumah sakit ataupun pusat kesehatan masyarakat (PUSKESMAS). Rumah sakit sebagai instansi dalam pelayanan kesehatan harus memberikan pelayanan maksimal kepada pasien. Kualitas pelayanan merupakan perbandingan antara kenyataan (perceived service) atas pelayanan yang diterima dengan harapan (expected service). Kepuasan pasien menjadi suatu indikator paling penting dalam kualitas pelayanan rumah sakit. Penelitian ini bertujuan untuk mengetahui gambaran kualitas pelayanan kegawatdaruratan Emergency Medical Services di RSUD Pandan Arang Boyolali dan mengidentifikasi faktor-faktor pendukung dan penghambat di dalam pelayanan kegawatdaruratan Emergency Medical Services di RSUD Pandan Arang Boyolali. Penelitian ini menggunakan metode penelitian deskriptif dengan pendekatan kualitatif. Teknik pengumpulan data dilakukan dengan menggunakan wawancara, observasi, dan dokumentasi. Sedangkan, analisis data dalam penelitian ini menggunakan model Miles & Huberman. Hasil dari penelitian ini menunjukkan bahwa secara keseluruhan kualitas pelayanan kegawatdaruratan Emergency Medical Services di RSUD Pandan Arang Boyolali sudah berjalan dengan baik. Hal ini dapat dilihat dengan semua indikator yang mencakup bukti fisik (tangible), kehandalan (reliability), ketanggapan (responsiveness), jaminan (assurance) dan empati (empathy). Namun, masih perlunya perbaikan penampilan petugas, ketepatan respon time, dan sikap petugas kepada pasien. Selain itu, pada penelitian ini terdapat faktor-faktor pendukung dan penghambat dalam memberikan pelayanan kepada penerima layanan. Adapun faktor pendukung dalam penelitian ini adalah petugas yang memiliki kompetensi dan respon positif masyarakat. Sedangkan, faktor penghambat meliputi kurang efektifnya rute ambulans ke IGD, kurangnya sumber daya manusia, dan belum adanya Peraturan Bupati terkait program pelayanan tersebut.

English Abstract

Public services are activities in the context of fulfilling needs in accordance with statutory regulations for every citizen for goods or services provided by public service providers. At the city or district government level, the public can use health facilities provided by hospitals or community health centers (PUSKESMAS). Hospitals as health service institutions must provide maximum service to patients. Service quality is a comparison between the reality (perceived service) of the service received and the expectations (expected service). Patient satisfaction is the most important indicator of the quality of hospital services. This study aims to describe the quality of Emergency Medical Services at Pandan Arang Hospital, Boyolali and identify supporting and inhibiting factors in Emergency Medical Services at Pandan Arang Hospital, Boyolali. This research uses descriptive research methods with a qualitative approach. Data collection techniques were carried out using interviews, observation and documentation. Meanwhile, data analysis in this research uses the Miles & Huberman model. The results of this research show that overall the quality of Emergency Medical Services at Pandan Arang Boyolali Regional Hospital is running well. This can be seen with all indicators which include physical evidence (tangible), reliability, responsiveness, assurance and empathy. However, there is still a need to improve the appearance of officers, the accuracy of response time, and the attitude of officers towards patients. Apart from that, in this research there are supporting and inhibiting factors in providing services to service recipients. The supporting factors in this research are officers who have competence and a positive response from the community. Meanwhile, inhibiting factors include the lack of effective ambulance routes to the emergency room, lack of human resources, and the absence of a Regent's Regulation regarding this service program.

Item Type:	Thesis (Sarjana)
Identification Number:	0524030007
Uncontrolled Keywords:	Pelayanan Publik, Kualitas Pelayanan, Emergency Medical Services, Public Services, Service Quality
Divisions:	Fakultas Ilmu Administrasi > Ilmu Administrasi Publik / Negara
Depositing User:	Unnamed user with email dini@ub.ac.id
Date Deposited:	05 Apr 2024 06:53
Last Modified:	05 Apr 2024 06:53
URI:	http://repository.ub.ac.id/id/eprint/217994

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