Anjan Swasti Hardiyanti, D0108038, The responsiveness of Surakarta Health Department in PKMS Serving Program, Thesis, administration science,

Fakultas Ilmu Sosial dan Ilmu Politik (Social and Politics Science Faculty), sebelas maret university, 2012, (hal). Health is one of main aspects which are capable of realizing quality human resource. If the health-rate is high people will be more productive in working. So they will be able to increase the quality of their life. This becomes the persuasive factor for Surakarta government through Surakarta Health Department to make special district program which is especially for the citizens in Surakarta that is PKMS program (Pemeliharaan Kesehatan Masyarakat Surakarta). In order to identify the ability of Surakarta Health Department Officials in coping the complaints which come from the citizen members of PKMS program, which are related to the service of PKMS program it self. So, the researcher is interested to study how the responsiveness of Surakarta Health Department in PKMS Service program is. The research method which is used in this research is qualitative descriptive method, which is using interview, observation, and documentation as the technique of collecting data. The used data resources consist of informants and documents which are related to the research, while the kinds of the data consist of primary and secondary data. The sample drawing method which is used is purposive sampling. It means the data resources are chosen by choosing the informants which are qualified and knowing about it. The data validity test is done by using data triangulation technique which means testing the same data from different sources. The data analysis technique which is used is interactive analysis technique which consists of three components (data reduction, data performance, and conclusion). Based on the result of the research, it can be concluded that responsiveness of Surakarta Health Department in PKMS serving program is good. It can be seen from the efforts of Surakarta Health Department to accept and responding the complaints seriously and openly. The rate of responsiveness of Surakarta Health Department in PKMS serving program can be seen through five criteria, those are: (i) whether there are complaints from the service user or not in one last year, (ii) the stance of the officials in responding the complaints from the service user, (iii) the usage of the complaints from the service user as the a reference in improving the management in the future, (iv) the various actions of the officials in order to give satisfying service to the service user, (v) the service user placement in the ongoing system by the officials, and also being discussed about the factors which are related to the PKMS service program. With these criteria, this program can be directive in improving the responsiveness of Surakarta Health department in PKMS serving program to be better. Even though the responsiveness of Surakarta Health Department in PKMS serving program is considered as good, there are still efforts which can be references in order to improve the rate of citizens satisfaction of the PKMS program it self, for example, there should be a time confirmation about PKMS Gold publication, a continuous coordination and establishment between Surakarta Health Department and the hospitals which are working together with PKMS program.