PENANGANAN KELUHAN MASYARAKAT PADA PELAYANAN KESEHATAN DI PUSKESMAS KECAMATAN PASAN KABUPATEN MINAHASA TENGGARA

Abstract

Abstract : This research is based on the handling of public complaints that can not be handled properly by the
puskesmas. The public service system is still constrained, resulting in a demanding society for the
dissatisfaction of the services provided. The unavailability of places or containers in receiving various
complaints from the community directly, even the unavailability of suggestion boxes or input from the
community on services provided by the puskesmas. This research intends to know the Handling of Public
Complaints on Health Service at Puskesmas Pasan District of Southeastern Minahasa. The theory used is the
theory of complaints handling according to Dyah Hariani is the problem of delay in service process, less
friendly officers, and information that is not clear. The method used is qualitative method with descriptive
approach. With his instrument as a researcher himself with informants seven people. Data analyst techniques
such as observation, interview, and documentation. Research location at Puskesmas Kecamatan Pasan
located in Towuntu Timur village. The result of the research shows that the problem that raises the
complaints in the community about the health services provided by the puskesmas has not been in accordance
with the expectations of the community. This can be seen from the fact that the problems or complaints
submitted by the community are handled or responded quickly by the puskesmas. Researchers provide advice
on this research that the importance of paying attention and manage complaints from the public to improve
the quality of public services better. So every government administration needs to pay attention to complaints
from the community especially on health services by puskesmas.
Keywords: Handling Complaints, Society, Health Services