Kualitas Pelayanan Aparatur RSUD Kota Mojokerto, Kabupaten Pasuruan dan Kabupaten Kediri terhadap Masyarakat Miskin - Irtanto, Irtanto (Jurnal Bina Praja: Journal of Home Affairs Governance, 2013)
AbstrakPenelitian ini menggunakan pendekatan deskriptif kuantitatif dan kualitiatif, yang bertujuan (1) mengetahui penilaian pasien miskin terhadap kualitas pelayanan aparatur kesehatan yang dilakukan RSUD; (2) mengetahui analisa celah (gap analysis) dan alternatif penyelesaian masalah kondisi kualitas pelayanan kesehatan masyarakat miskin di RSUD Kabupaten Pasuruan, Kabupaten Kediri dan Kota Mojokerto. Hasil penelitian menunjukkan bahwa kualitas pelayanan aparatur RSUD ketiga daerah penelitian rata-rata mempunyai kinerja pelayanan sangat baik, dengan IKM sebesar 3,3 atau nilai interval IKM 82,50 dengan mutu pelayanan A, sangat baik. Namun demikian masih ada kesenjangan antara penilaian aparatur maupun pasien miskin yaitu berupa masih ada kekurangan dan kendala pelayanan yang kemudian akan diambil berbagai kebijakan sebagai langkah perbaikan terhadap program, sistim administrasi, prosedur pelayanan, SDM aparatur maupun sarana dan prasana.AbstractThis research uses quantitative and qualitative descriptive approach, which aims to (1) determine the assessment of the patients poor quality of health services apparatus who conducted RSUD (the Regional Public Hospital), (2) to know the gap analysis and alternative problem solving of condition of the poor health services quality in RSUD of District of Pasuruan, District of Kediri and Mojokerto City. The results showed that the services quality of RSUD apparatus on third area of study have an average service performance is excellent, with the IKM (Community Health Index) of 3.3 or 82.50 IKM interval value with quality of service A, very good. However, there is still a gap between apparatus and poor patient assessment is still no shortage of services and constraints. From here then will take up many policies, as a measure to enhance the program, system administration, procedures of service , human resources of apparatus, facilities and infrastructures also.