ANALISA KEPUASAN MASYARAKAT TENTANG PELAYANAN PUBLIK (Studi kasus IGD RSUD Bangkinang Kabupaten Kampar)

Abstract

Emergency Room is one of public organization oriented to service that aims to
serve and provide satisfaction to the people, especially on the health aspects. To give
satisfaction to the patient the nurse must provide nursing care in accordance with the
expected expertise and skills possessed by nurse, especially nurse on duty in the ER.
Emergency Room care is a service for people who need fast and professional
handling. Improved service must be made priority Hospitals, especially in the
emergency room of the installation in order to create expectations and patients
satisfaction.
The are some barriers or obstacles in providing health care to patients
Emergency Room, among others, the low Human Resources owned by the Emergecy
Room in providing health services, lack of health care facilities supporting works,
and hospitality workers and the lack labor discipline medical residing in the
Emergency Room Bangkinang hospitals in providing health services. In order to
overcome barriers or obstacles in providing health care in the Emergency Room then,
required quality of health services, which on one hand can satisfy the users of the
services, and on the other hand its implementation procedures in accordance with the
code of ethics and standards that have been set.
The concept of the theory is a theory that researchers use health services
consisting of available, sustainable, Acceptable and reasonable, easy to archieve, easy
to reach and grade. This study used qualitative research methods to the assessment of
descriptive data. In collecting the data, the researchers used interview thecniques,
observation and study literature. By using key informant and the informant as a
supplementary source of information.
The results of this study indicate that, Customer Satisfaction Analysis On
Public Service. ( Study case in Bangkinang Hospital Emergency Room ) assessed to
be less, due to the lack of human resources and facilities owned by the Hospital
Emergency Room Bangkinang and there are many grievances felt by the customer’s
Hospital for the lack of service provided by the Emergency Room.
Keywords : Satisfaction, Service, Installation Emergency