IMPLEMENTASI PERATURAN MENTERI PENDAYAGUNAAN APARATUR NEGARA DAN REFORMASI BIROKRASI NOMOR 14 TAHUN 2017 TENTANG PEDOMAN PENYUSUNAN SURVEI KEPUASAN MASYARAKAT UNIT PENYELENGGARA PELAYANAN PUBLIK DI RUMAH SAKIT TK III DR. REKSODIWIRYO PADANG

Abstract

Hospitals, as units of health services, hold responsibility for delivering quality care in accordance
with established standards to meet public needs. This research employs a juridical-sociological
approach using primary and secondary data collected through interviews and literature studies,
analyzed qualitatively and presented descriptively. The study examines: (1) the implementation of
Minister of Administrative and Bureaucratic Reform Regulation (PermenpanRB) No. 14 of 2017
concerning Guidelines for Public Service User Satisfaction Surveys (SKM) at Dr. Reksodiwiryo
Hospital Padang, (2) the quality of public health services at the hospital, and (3) the efforts undertaken
to improve service quality. Findings indicate that the hospital has implemented the regulation by
conducting SKM in line with the prescribed guidelines. However, the quality of services, reflected in
an index score of 73.67, falls within the “poor” category, suggesting that services have not fully met
community expectations. While medical competence is appreciated, significant shortcomings remain
in facilities, infrastructure, and complaint-handling mechanisms. To address these gaps, the hospital
has undertaken several initiatives, including service improvements, human resource capacity building,
digital service development, organizational culture reforms, and enhanced community involvement in
the service improvement process.