Abstrak

QUALITY OF HEALTH SERVICE THROUGH THE APPLICATION OF CITIZEN’S CHARTER IN
PUBLIC HEALTH CENTER TANAH KALIKEDINDING SURABAYA
SITI AMINAH
Dra. MEIRINAWATI, M.AP.
ABSTRACT
The bad quality of health services are still being felt by the public until now,
encourage the government to further improve the quality of service. These efforts
manifested in the form of Citizen's Charter. Citizen's Charter is a service contract that
contains an agreement between the service provider with service users about the
time, type, cost, procedure and manner of service delivery. The Embodiment of
Citizen's Charter to make health service delivery needs and interests of patients as the
main thing in the whole service process, so the quality of health service can be realized
along with the high patient satisfaction.
This study uses descriptive research with a qualitative approach. The subjects of
this study consisted of head of the public health centers, public health workers and
patients as users of the service with the snowball sampling method. Data collection
techniques used in the form of interviews, observation and documentation. Data
analysis was performed with data collection, data reduction, data display, and
conclusion.
This study describes the results of quality of health service through the application
of the Citizen's Charter which can be seen from Tangibles indicator that shows that
health service facilities in public health centers Tanah Kalikedinding is quite complete
and in accordance with the needs of patients, Realibility shows that the hours of
service that long completion time and cost of pelayananan health services are in
accordance with the provisions of the Citizen's Charter. Responsiveness shows Public
health center Kalikedinding Surabaya conducted a survey for patients aimed to
determine the level of patient satisfaction, Assurance shows that the health center
employee competence is good enough and the compensation can improve patient
satisfaction, Empathy shows that the service flow is easy to understand and complaints
unit to increase community participation in health service delivery. So it can be
concluded that through the implementation of Citizen's Charter, the quality of health
services at the health center Kalikedinding country become better. Advice can be given
are: Citizen's Charter document should be attached to the wall and and should
completion time of service must be timely.
Keywords: Quality of Service, Service of health, Citizen’s Charter