ANALISIS PENERAPAN E-HEALTH SEBAGAI PERWUJUDAN PELAYANAN PRIMA DI PUSKESMAS PENELEH KECAMATAN GENTENG KOTA SURABAYA

DWI JALIYANTI

Abstract


Abstrak

Perkembangan teknologi informasi dan komunikasi melahirkan perubahan pada sistem kerja pemerintah daerah yang identik dengan paper- based administration menuju electronic government. Penyelenggaraan pelayanan publik yang efektif dan efisien akan memberikan pelayanan prima pada masyarakat sebagai penerima layanan publik. Pelayanan publik sangatlah beragam satu diantaranya adalah pelayanan kesehatan. Guna meningkatkan pelayanan kesehatan kepada masyarakat maka terbentuk suatu inovasi pelayanan kesehatan melalui e-government. Pelayanan kesehatan melalui e-government ini diwujudkan dalam bentuk e-health. Aplikasi e-health ini mengintegrasikan data dari puskesmas, rumah sakit, DISPENDUKCAPIL Kota Surabaya dan Dinas Kesehatan Kota Surabaya. Aplikasi ini dibuat dengan tujuan untuk mempermudah proses pendaftaran awal pasien dengan mengurangi waktu antrian dan memudahkan proses rujukan online melalui resume medik pasien. Tujuan penelitian ini adalah memperoleh deskripsi tentang bagaimana penerapan e-health di Puskesmas Peneleh Kecamatan Genteng Kota Surabaya; mengetahui upaya Puskesmas Peneleh dalam mewujudkan pelayanan prima pada pendaftaran pasien yang didasarkan pada prinsip pelayanan prima 6A (ability, attitude, appearance, attention, action, dan accountability) dan mengetahui bagaimana penerapan e-health sebagai perwujudan pelayanan prima di Puskesmas Peneleh Kecamatan Genteng Kota Surabaya. Jenis penelitian ini adalah deskriptif kualitatif. Subjek dalam penelitian berjumlah 4 orang informan kunci dan 6 masyarakat pengguna layanan e-health di Puskesmas Peneleh. Teknik analisis data dalam penelitian ini menggunakan model Miles & Hubermen dengan menggunakan triangulasi sumber. Hasil penelitian menunjukkan penerapan layanan e-health di Puskesmas Peneleh sudah berjalan dengan cukup efektif dan sudah sesuai prinsip-prinsip pelayanan prima dalam pelayanan publik yaitu kesederhanaan, kejelasan, keterbukaan, ekonomis, keamanan, ketepatan waktu dan konsisten. Meskipun pada prinsip kesederhanaan belum seluruhnya masyarakat paham mengenai bagaimana penggunaan e-health dan pada prinsip keterbukaan masih minimnya sosialisai terkait layanan e-health yang diberikan oleh Puskesmas Peneleh kepada masyarakat di wilayah kerja mereka.

Kata Kunci: Electronic Health, Pelayanan prima

Abstract

The development of information and communication technology on local government’s work system which is identical with paper-based administration brings a transformation to electronic government. An effective and efficient public service will provide excellent service to the community as a recipient of public services. One kind of public service is a health service. In order to improve health services to the community, there is an innovation of health services through e-government. Health services through e-government are embodied in the form of e-health. This e-health application combines data from health centers, hospitals, DISPENDUKCAPIL Surabaya City and Health Office of Surabaya City. This application is made with the aim as the initial and the right process to assist the patient through their medical online record. The purpose of this study is to analyze as seen from the characteristic of the e-health system that applied the effectiveness measure of the e-health system applied,: analyzing the efforts of the health center educators in realizing excellent service for patient registration based on the principle of excellent service 6A (ability, attitude, appearance, attention, action, and accountability) and describe how e-health as the embodiment of excellent service at Peneleh Community Health Center Sub-District Genteng Surabaya. This study is descriptive qualitative. The participants consist of 4 key informants and 6 health user services at Peneleh Community Health Center. The data analysis technique uses Miles & Hubermen model by using source triangulation. The results show that the application of e-health services at Peneleh Health Center is fulfilled the characteristic of a good information system and a measure of the effectiveness of the information system and is suitable with its primed public services principles that are simplicity, clarity, openness, economic, safety, punctuality and consistency. However, the principle of simplicity is not yet entirely, especially about the use of e-health. Then, the principle of openness has the lack of socialization of the e-health services which is provided by Peneleh Community Health Center, especially to the local communities in there.

Keywords: Electronic Health, Excellent Service


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Gedung G1 lt. 2 Ruang Jurusan Pendidikan Ekonomi

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