Efektivitas Pelayanan Pengaduan pada Unit Pelaksana Teknis Daerah Puskesmas Talise

Abstract

This study aims to determine the extent to which the effectiveness of handling public complaints in obtaining good and maximum public services at the Talise Health Center Technical Implementation Unit. The type of research used is qualitative research. Data collection techniques, carried out through observation, interviews, documentation. The data analysis used is the Miles and Huberman interactive analysis model. The results showed that the Productivity/Success of the first complaint handling program at the Talise Health Center Technical Implementation Unit was effective, marked by a decrease in the number of complaints received at the complaint unit. Second, the success of the target of handling complaints where the input of incoming complaint reports almost all get a good resolution. Third Satisfaction with the complaint handling program running according to operational procedures and service recipients are happy with the complaints unit. Fourth, the achievement of the overall objective of the entire process carried out in accordance with the objectives of the program to establish a complaint handling unit to improve public services. Fifth The assessment of external parties that the complainant is very useful and helps service users in handling and resolving all complaints.