PELAYANAN PRIMA POSYANDU LANSIA DI PUSKESMAS JAGIR KOTA SURABAYA - NURUL FADLILAH LAELY (Universitas Negeri Surabaya, 2014)
Abstrak Angka harapan hidup dari tahun ke tahun terus meningkat, akibatnya jumlah lansia terus bertambah. Pemerintah memberikan perhatian yang serius akan hal tersebut dengan terlaksananya pelayanan lanjut usia melalui (posyandu) lanjut usia. Pelayanan yang dilakukan di posyandu lansia merupakan pelayanan ujung tombak dalam penerapan kebijakan pemerintah untuk pencapaian lanjut usia yang sehat, mandiri dan berdaya guna. Permasalahan mendasar bagaimana pelayanan prima yang diberikan petugas kepada anggota posyandu lansia agar mereka bersedia hadir dalam kegiatan posyandu lansia. Penelitian ini merupakan penelitian deskriptif kualitatif dengan teknik pengumpulan data berupa observasi, wawancara dan dokumentasi yang selanjutnya dianalisis menggunakan data kualitatif berdasarkan konsep Miles dan Huberman. Tujuan penelitian ini untuk mengetahui pelayanan prima posyandu lansia di Puskesmas Jagir Kota Surabaya. Dengan fokus penelitian paparan yang jelas,aturan tentang prosedur yang tepat, hak dan kewajiban pemberi atau penerima pelayanan diatur secara jelas, loket informasi dan kotak saran, petugas yang kompeten, pola pelayanan yang tepat, biaya / tarif ditetapkan secara wajar, pelayanan dilakukan secara tertib,teratur dan adil, kebersihan dan sanitasi pelayanan harus selalu dijamin, dan petugas harus ramah dan sopan.Hasil penelitian diperoleh kesimpulan bahwa di posyandu lansia sudah terdapat paparan yang jelas yaitu di setiap meja terdapat tulisan pendaftaran, pencatatan, pemeriksaan dan penyuluhan. Aturan yang berlaku dinilai tepat, konsisten dan konsekuen dengan menggunakan 4 meja. Hak dan kewajiban pemberi dan penerima layanan sudah terpenuhi.Kritik dan saran disampaikan melalui musyawarah dan sesi tanya jawab. Proses pelayanan ditangani oleh petugas yang trampil, pola pelayanan yang diberikan sudah tepat yakni efisien dan efektif. Pelayanan diberikan secara gratis. Pelayanan dilakukan secara tertib dan adil sesuai dengan nomor urut yang di dapat setiap anggota. Kebersihan dan sanitasi pelayanan sudah cukup baik. Petugas dalam memberikan pelayanan cukup ramah dan sopan, menggunakan bahasa yang mudah dimengerti oleh para anggota posyandu lansia. Kata Kunci: Pelayanan Prima, Posyandu Lansia Abstract People’s life expectancy is always increasing year by year, it causes the content of the elderly is increasing too. The government gives a seriously attention about it through the elderly Posyandu and that services is done. This service at elderly Posyandu is the spreadhead of implementation by the government’s wisdom for reaching out the healthy, independent and meaningful elderly. The basic problem, how the prime service by the officer of elderly posyandu is given in order to make them being there in every activities. This research is qualitative descriptive with using data collecting technique, through observation, interview and documentary then being analysed using qualitative data according to Miles and Huberman concept. The purpose of this research is knowing about the prime service of elderly posyandu at Puskesmas in Jagir Surabaya. This research’s focus is clearly description, exactly procedural condition, right and obligasion by user and recipient of this service, information desk and suggestion box, compentences officers, good services form, reasonable cost, orderly and fair services, good sanitation of service must be guaranted, polite and friendly officers. This conclusion of this research is the elderly Posyandu already has a clearly description, which is replication listing book, checking and suggesting notification in every desk. The conditions on duty are exactly, consistent and consequences using 4 tables. The right and obligasion of user and recipient is being completed. People could give their critics and suggestion by conversation session. Services proses is handled by an expert officer, service form given with efficience and effevtive. There is not any cost for services. This service is giving with orderly and fair. according to the number who everyone gets. Clean and good sanitation of service are good enough. The officers who gave services are polite and friendly, they using language easier for people of elderly Posyandu. Keywords : Prime service, elderl