IMPLEMENTASI MODEL PELAYANAN PUBLIK CITIZEN’S CHARTER (Study di UPTD Puskesmas Kepanjen kidul Kota Blitar)

Medical service in Indonesia until now has been consider as an interesting matter since the \ud development of medical service in Indonesia felt stagnant and very slow. People demand to \ud provide qualified medical service without differentiating status of the people in other word to \ud create a fair and democratic service. Therefore government should try to look for new \ud innovations in medical service area, one alternative to offer in order to improve medical service \ud is by contract service system or known as Citizen’s Charter. \ud Citizen’s Charter is an approach used to implement public service which put user as the most \ud important part. To attain this, Citizen’s Charter encourage service provider together with service \ud user and other stakeholder to sit together and having agreement about rights and obligation, \ud procedures and good service to implement in public. Citizen’s Charter has no longer viewed as \ud personal interest aggregation but it is a result of dialogue and people’s involvement in mutual \ud value and interest. Service provider which responsible should involving the community not only \ud in planning stage but also in implementing the program in order to reach people’s goals. \ud This study is a descriptive study by giving picture or describing circumstances which become the \ud object and problems existed on the field. In other word, descriptive study has the objective to \ud accurately describe about characteristic of object in the study or to describe particular \ud phenomenon. The reason of using this study method is to simplify in explaining and describing \ud object in the study. \ud Result of the study in implementing Citizen’s Charter model within Puskesmas Kepanjenkidul \ud has showed existence of people involvement and stakeholder in service contract document \ud making process. This is in line with Citizen’s Charter service model that contains the \ud involvement of service provider, service user, and stakeholder in Citizen’s Charter formulation \ud model where document is made based on the need and the interest of service user and \ud stakeholder. Main substance contained within Service Contract Document is the rights and \ud obligations of service user, sanction for service user, complaint delivery, critics and suggestion, \ud service plot, service room, and service time which is going to be delivered. In implementing \ud Citizen’s Charter, Puskesmas Kepanjenkidul has running activities according to the service \ud contract document which contain mutual agreement. \ud From the result of this study it is concluded that along with this service contract which contain \ud mutual agreement, service provider should implement their act according to this document. Since \ud the enactment of Service Contract (Citizen’s Charter) model, service provider has stay consistent \ud in implementing it and it is proved by satisfaction level of people which come and visit \ud Puskesmas Kepanjenkidul also there is increasing rate of visitor coming to Puskesmas Kepanjen kidul annually