Kajian Indeks Kepuasan Masyarakat terhadap Pelayanan Rumah Sakit Umum Daerah Pambalah Batung Amuntai
Abstract
Based on Law Number 25 Year 2009 regarding Public Services, every public service provider is demanded to always improve the quality of its services. One effort to meet the need to improve service quality is to carry out a Community Satisfaction Survey (SKM), where the implementation has been regulated in Permenpan No. 14 of 2017. SKM in this study was conducted at the Regional General Hospital (RSUD) Pambalah Batung Amuntai, Hulu Sungai Utara Regency (HSU). SKM is conducted to be able to measure and analyze the Community Satisfaction Index. Descriptive methods with qualitative and quantitative approaches (mix method) were used in this research. The results of data analysis showed that the IKM of Pambalah Batung Amuntai Hospital was 78.24, which is rated as "Good" category. Service elements that must be improved (poor category) are service time, complaint handling, facilities and infrastructure. The recommended strategic steps are making improvements in accordance with the recommendations in the 2018 SKM report and improving performance especially in elements that are less well categorized.
Kata Kunci: Survei Kepuasan Masyarakat, Pelayanan Publik, RSUD Pambalah Batung Amuntai
Abstrak
Berdasarkan Undang-Undang Nomor 25 Tahun 2009 tentang Pelayanan Publik, setiap penyelenggara pelayanan publik dituntut untuk selalu memperbaiki kualitas pelayanannya. Salah satu usaha dalam rangka memenuhi kebutuhan perbaikan kualitas pelayanan tersebut adalah dengan melaksanakan Survei Kepuasan Masyarakat (SKM), dimana pelaksanaanya telah diatur di dalam Permenpan Nomor 14 Tahun 2017 tentang Pedoman Penyusunan Survei Kepuasan Masyarakat Unit Penyelenggara Pelayanan Publik. SKM dalam kajian ini dilakukan di Rumah Sakit Umum Daerah (RSUD) Pambalah Batung Amuntai, Kabupaten Hulu Sungai Utara (HSU). SKM dilakukan untuk mengukur dan menganalisa Indeks Kepuasan Masyarakat (IKM). Penelitian ini menggunakan metode deskriptif dengan pendekatan kualitatif dan kuantitatif (mix method). Hasil analisis data menunjukkan bahwa IKM RSUD Pambalah Batung Amuntai adalah 78,24, berada pada kategori “Baik”. Unsur pelayanan yang harus diperbaiki (kategori kurang baik) adalah waktu pelayanan, penanganan pengaduan, dan sarana prasarana. Rekomendasi langkah strategis yang perlu dilakukan adalah melakukan perbaikan sesuai dengan saran dalam laporan SKM tahun 2018 dan melakukan peningkatan kinerja terutama pada unsur dengan kategori kurang baik.
Kata Kunci: Survei Kepuasan Masyarakat, Pelayanan Publik, RSUD Pambalah Batung Amuntai
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References
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