Stevani, Rolanda Devasia (2022) PENGELOLAAN PENGADUAN MASYARAKAT (Studi Implementasi Kebijakan di Puskesmas Pandanwangi Kecamatan Blimbing Kota Malang Berdasarkan Peraturan Menteri Kesehatan Nomor 13 Tahun 2017 Tentang Penanganan Pengaduan Terpadu di Lingkungan Kesehatan). Undergraduate thesis, Fakultas Ilmu Sosial dan Politik Universitas Merdeka Malang.

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Abstract

Health plays an important role in efforts to improve the quality of human resources. With a healthy body, it can help everyone to do various types of work and activities with ease. The Puskesmas has a function as a driving center for community empowerment centers, the first strata health service center includes individual health services (private goods) and public health services (public goods). Public complaints are an important aspect of public services, including health centers. But in reality there are obstacles in its implementation if the community still feels that the puskesmas is lacking in providing feedback to the community.
This study aims to describe the Community Complaints Management at Pandanwangi Health Center and to describe the supporting and inhibiting factors. Community Complaint Management at Pandanwangi Health Center. This research has benefits for Academic Theoretical benefits and Practical benefits.
This type of research uses qualitative research with a descriptive analysis approach. The focus of the research comes from the sources under study and from the data obtained. Informant is someone who understands about the problems experienced and can provide information in the research process and this research uses purposive sampling technique. Data collection techniques were carried out by Interview (Interview), Observation, and Documentation. The data analysis technique in this study uses a cycle of components - components of qualitative data analysis. The research location is at Pandanwangi Health Center, Blimbing District, Malang City.
This thesis contains a general description of the object of research which consists of an overview of the Pandanwangi Public Health Center, the potential of natural resources, the potential of human resources, and the potential of institutions. The presentation of the data consists of how to implement the management of public complaints and the supporting factors and inhibiting factors for the implementation of the management of public complaints at the Pandanwangi Health Center. The discussion of research results consists of processed research results with interviews, observations, and documentation on the Implementation of Public Complaint Management at Pandanwangi Health Center.

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