Analisis Kebijakan Mutu Fasilitas Kesehatan TNI AU Timika dalam Rangka Peningkatan Kelas Pelayanan
DOI:
https://doi.org/10.35790/ecl.v11i1.44518Abstract
Abstract: Clinics and other health services are important parts of a social and health organization functioning to provide comprehensive, disease healing (curative) and disease prevention (preventive) services to the community. This study aimed to analyze the quality policy at the health service facilities of TNI AU Timika. This was a qualitative study. The results showed that the reliability of services was not in accordance with the standard operating procedure (SOP); responsiveness, namely the lack of health workers, therefore, the services were not optimal; assurance, namely that all health workers had licenses to practice, and treated the patients carefully and thoroughly; empathy, namely treating the patients according to their needs and responding to complaints open heartedly, such as accepting criticism and suggestions directly as well as through suggestion boxes and other communication media; physical evidence (tangibles), namely the completeness of the infrastructure was not optimal. In conclusion, Timika TNI AU clinic needs to improve and complete its facilities to achieve increased health service standards in order to provide stability and be able to support the military defense of Eastern Indonesian region in the health sector.
Keywords: health facility; reliability of services; responsiveness; assurance; empathy; tangibles
Abstrak: Klinik dan layanan kesehatan lainnya merupakan bagian penting dari suatu organisasi sosial dan kesehatan yang berfungsi untuk menyediakan pelayanan paripurna (komprehensif), penyembuhan penyakit (kuratif) dan pencegahan penyakit (preventif) kepada masyarakat. Penelitian ini bertujuan untuk menganalisis kebijakan mutu di fasilitas pelayanan kesehatan TNI AU Timika. Jenis penelitian ialah kualitatif. Hasil penelitian menunjukkan bahwa reliabilitas pelayanan belum sesuai SOP; daya tanggap, yaitu masih kurangnya jumlah petugas kesehatan sehingga pelayanan tidak maksimal; jaminan, yaitu semua tenaga kesehatan telah memiliki izin praktek dan melakukan tindakan kepada pasien secara hati-hati dan teliti; empati, yaitu menangani pasien sesuai dengan kebutuhannya serta menanggapi keluhan secara terbuka, dan menerima kritik dan saran secara lang-sung, melalui kotak saran dan media komunikasi lainnya; bukti fisik, yaitu sarana prasarana masih kurang lengkap. Simpulan penelitian ini ialah klinik TNI AU Timika perlu membenahi dan meleng-kapi fasilitasnya untuk mencapai peningkatan kelas standar pelayanan kesehatan agar memberikan stabilitas dan dapat mendukung pertahanan militer wilayah Timur Indonesia di bidang kesehatan.
Kata kunci: fasilitas kesehatan; reliabilitas pelayanan; daya tanggap; jaminan; empati; bukti fisik
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