PENERAPAN MANAJEMEN PENGADUAN DI PUSKESMAS SUKOHARJO

Hanggalih Kintaatmaja. D0111042. Application of Complaint Management in Sukoharjo Public Health Center. Public Administration Science Study Program. Faculty of Social Science and Political Science. University of Sebelas Maret Surakarta. 2015. 127 Pages One form of implementation of good governance in the public service is to give an opportunity to the public to participate and make a complaint when the services obtained is not appropriatewith expectations. Thus, the public has the right to assess how the quality of service that he get and how public services should be implemented. Nevertheless seen from the current state of society control capability to a quality public services is still very low. Lack of public control related public services, are still visible on the health service in Sukoharjo health centers (PHC). Complaints management is still done with irregular and inadequate quality means that the aspirations of the people can not be channeled properly. This is the background of researchers to examine the complaints management process of implementing the Sukoharjo PHC done in improving the quality of public services. This study used a qualitative descriptive study. Sources of data obtained from informants and document analysis. Data collection techniques in this study conducted by interview and documentation study. Selection of informants is determined by purposive sampling techniques and Snowball. To test the validity of the data using data triangulation technique. The technique of data analysis using interactive analysis done in three stages, namely data reduction, data presentation and drawing conclusions. The results showed that the application of the complaint management at the Sukoharjo public health center basically been going well. Management of complaints executed according to the Regulation of the Minister of Administrative Reform and Bureaucratic Reform of the Republic of Indonesia Number 24 Year 2014 on Guidelines for the Implementation of Public Service Management by the National Complaint which includes acceptance mechanism, completion and filing complaints. Implementation of the complaint management at the Sukoharjo public health center supported by two factors: the existence of the infrastructure that is easily accessible and the SOP and clear procedures. However, there are several factors that hamper the implementation of Complaint Management in Sukoharjo PHC. These factors are limited human resources, lack of socialization related complaints mechanism, the lack of community interest, and the lack of innovation and breakthroughs in the health centers encompass service user opinions. Keywords : complaints management, public participation, complaints, public service