DAFTAR ISI

Halaman
MOTTO
TANDA PERSETUJUAN SKRIPSI
PERNYATAAN ORISINALITAS SKRIPSI
RINGKASAN ................................................................................................................. v
SUMMARY ................................................................................................................... vi
KATA PENGANTAR ................................................................................................... vii
DAFTAR ISI ................................................................................................................. ix
DAFTAR GAMBAR..................................................................................................... xii
DAFTAR TABEL .........................................................................................................xiii
DAFTAR LAMPIRAN ................................................................................................. xvi
BAB I PENDAHULUAN ................................................................................................ 1
A. Latar Belakang .............................................................................................. 1
B. Rumusan Masalah ........................................................................................ 5
C. Tujuan Penelitian .......................................................................................... 5
D. Manfaat Penelitian ........................................................................................ 6
E. Sistematika Pembahasan .............................................................................. 7
BAB II TINJAUAN PUSTAKA .................................................................................... 13
A. Otonomi Daerah dan Pelayanan Kesehatan ............................................... 13
1. Otonomi Daerah ................................................................................. 13
(a) Pengertian ..................................................................................... 13
(b) Tujuan Otonomi Daerah ............................................................... 13
(c) Pembagian Urusan Pemerintahan ................................................ 13
2. Pelayanan Kesehatan ........................................................................ 18
(a) Pengertian ..................................................................................... 18
(b) Karakteristik Pelayanan Kesehatan .............................................. 18
(c) Elemen Pembentuk Sistem Pelayanan Kesehatan....................... 18
(d) Prinsip Pelayanan Kesehatan ....................................................... 19
(e) Ketentuan Dalam Pelayanan Kesehatan ...................................... 20
B. Pelayanan Publik ......................................................................................... 21
1. Pengertian ............................................................................................... 21
2. Prinsip Pelayanan Publik ........................................................................ 21
3. Asas Pelayanan Publik ........................................................................... 22
4. Jenis-Jenis Pelayanan Publik ................................................................. 23
5. Standar Pelayanan Publik ....................................................................... 24
6. Teori New Public Manajemen (NPM) ...................................................... 25
(a) Pengertian ........................................................................................ 25
(b) Prinsip-prinsip NPM .......................................................................... 25
(c) Orientasi NPM ................................................................................... 25
7. Teori New Public Service (NPS) ............................................................. 26
(a) Pengertian ........................................................................................ 26
(b) Prinsip-prinsip NPS ........................................................................... 27

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C. Rumah Sakit dan Citizens Charter ............................................................. 28

1. Rumah Sakit ............................................................................................ 28
(a) Pengertian ........................................................................................ 28
(b) Tugas Rumah Sakit .......................................................................... 29
(c) Fungsi Rumah Sakit .......................................................................... 29
(d) Input Rumah Sakit ............................................................................ 29
2. Konsep Dasar dan Pengertian Citizens Charter..................................... 29
(a) Pelembagaan Citizens Charter ......................................................... 31
(b) Unsur Pokok Citizens Charter ........................................................... 31
(c) Tujuan Citizens Charter .................................................................... 33
(d) Manfaat Citizens Charter .................................................................. 33
(e) Sendi Citizens Charter ...................................................................... 34
D. Preposisi Penelitian ..................................................................................... 34
BAB III METODE PENELITIAN .................................................................................. 35
A. Jenis Penelitian ........................................................................................... 35
B. Fokus Penelitian .......................................................................................... 36
C. Lokasi dan Situs Penelitian ......................................................................... 38
D. Jenis dan Sumber Data ............................................................................... 38
E. Teknik Pengumpulan Data .......................................................................... 39
F. Instrumen Penelitian .................................................................................... 39
G. Analisis Data ............................................................................................... 40
BAB IV HASIL DAN PEMBAHASAN ......................................................................... 41
A. Gambaran Umum ........................................................................................ 41
1. Gambaran Umum Lokasi Penelitian ....................................................... 41
(a) Kondisi Geografis ............................................................................. 41
(b) Tempat Kedudukan dan Lokasi BPK RSD Mardi Waluyo
Kota Blitar ...................................................................................... 42
(c) Kondisi Demografis ........................................................................... 42
2. Gambaran Umum Situs Penelitian .......................................................... 44
(a) Sejarah Singkat BPK RSD Mardi Waluyo Kota Blitar ....................... 44
(b) Kedudukan, Tugas Pokok, dan Fungsi BPK RSD Mardi Waluyo
Kota Blitar ...................................................................................... 47
(c) Visi dan Misi BPK RSD Mardi Waluyo Kota Blitar............................. 48
(d) Sarana dan Prasarana BPK RSD Mardi Waluyo Kota Blitar ............ 49
(e) Jenis Pelayanan BPK RSD Mardi Waluyo Kota Blitar ...................... 51
(f ) Struktur Organisasi BPK RSD Mardi Waluyo Kota Blitar .................. 52
B. Data Fokus Penelitian ................................................................................. 65
1. Pelembagaan Citizens Charter di BPK RSD Mardi Waluyo Kota Blitar . 65
2. Penerapan Pelayanan Citizens Charter ................................................. 72
(a) Pelayanan BPK RSD Mardi Waluyo Kota Blitar Sebelum
Penerapan Citizens Charter ............................................................ 72
(1) Kesederhanaan Prosedur Pelayanan ......................................... 72
(2) Kejelasan .................................................................................... 73
(i) Petugas Pemberi Layanan ................................................... 73
(ii) Rincian Biaya ....................................................................... 74
(3) Kepastian Waktu ......................................................................... 75
(4) Akurasi ........................................................................................ 75
(5) Keamanan .................................................................................. 75
(6) Tanggung Jawab ........................................................................ 76

(7) Kelengkapan Sarana dan Prasarana .......................................... 77

(8) Kemudahan Akses ...................................................................... 77
(9) Kedisiplinan, Kesopanan dan Keramahan Pemberi Layanan..... 78
(10) Kenyamanan .............................................................................. 78
(b) Pelayanan BPK RSD Mardi Waluyo Kota Blitar Sesudah
Penerapan Citizens Charter ............................................................. 79
(1) Kesederhanaan Prosedur Pelayanan .......................................... 79
(2) Kejelasan ..................................................................................... 81
(i) Petugas Pemberi Layanan ..................................................... 81
(ii) Rincian Biaya ......................................................................... 83
(3) Kepastian Waktu .......................................................................... 85
(4) Akurasi ......................................................................................... 97
(5) Keamanan ................................................................................... 97
(6) Tanggung Jawab ......................................................................... 98
(7) Kelengkapan Sarana dan Prasarana ......................................... 100
(8) Kemudahan Akses ..................................................................... 101
(9) Kedisiplinan, Kesopanan dan Keramahan Pemberi Layanan.... 101
(10) Kenyamanan ............................................................................ 103
(c) Langkah Pemerintah Daerah agar Citizens Charter dapat terus
diselenggarakan pada BPK RSD Mardi Waluyo Kota Blitar ........... 104
(1) Faktor Penentu Dalam Penerapan Citizens Charter ................ 104
(2) Kendala yang dihadapi Dalam Penerapan Citizens
Charter BPK RSD Mardi Waluyo Kota Blitar ............................. 121
(3) Langkah Pemerintah Daerah agar Citizens Charter dapat
terus diselenggarakan pada BPK RSD Mardi Waluyo
Kota Blitar .................................................................................. 126
C. Analisis dan Interprestasi Data.................................................................. 127
1. Pelembagaan Citizens Charter pada BPK RSD Mardi Waluyo
Kota Blitar .............................................................................................. 127
2. Penerapan Pelayanan Citizens Charter BPK RSD Mardi Waluyo
Kota Blitar .............................................................................................. 129
3. Faktor Penentu Dalam Penerapan Citizens Charter di BPK RSD
Mardi Waluyo Kota Blitar ....................................................................... 137
4. Langkah Pemerintah Daerah agar Citizens Charter dapat terus
diselenggarakan pada BPK RSD Mardi Waluyo Kota Blitar.................. 140
BAB V PENUTUP ..................................................................................................... 153
A. Kesimpulan ................................................................................................ 153
B. Saran ......................................................................................................... 154
DAFTAR PUSTAKA ................................................................................................. 155

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