PERAN FORUM KONSULTASI PUBLIK DALAM MEWUJUDKAN HUMAN-CENTRED PUBLIC SERVICE DI RSUD BALI MANDARA

Abstrak

Penelitian ini bertujuan menganalisis kontribusi Forum Konsultasi Publik (FKP) dalam meningkatkan mutu layanan serta mewujudkan human-centred public service di RSUD Bali Mandara. Meskipun upaya peningkatan mutu terus dilakukan, RSUD masih menghadapi kendala pada efisiensi alur pelayanan dan fasilitas penunjang. Metode penelitian menggunakan pendekatan kualitatif deskriptif dengan teknik analisis isi (content analysis) terhadap dokumen sekunder hasil pelaksanaan FKP tahun 2025 serta hasil wawancara mendalam. Hasil penelitian menunjukkan bahwa mekanisme co-creation dalam FKP berhasil mentransformasi aspirasi publik menjadi rencana aksi strategis, seperti perluasan lahan parkir seluas ±3.000 m² dan penguatan regulasi layanan kesehatan tradisional. Implementasi ini berkorelasi dengan peningkatan Indeks Kepuasan Masyarakat (IKM) dari 85,61 (Mutu B) pada 2023 menjadi 89,13 (Mutu A) pada 2025. Namun, unsur waktu pelayanan tetap menjadi tantangan sistemik yang memerlukan intervensi rekam medis elektronik. Penelitian ini menyimpulkan bahwa FKP merupakan instrumen strategis untuk menciptakan pelayanan publik yang responsif, inklusif, dan akuntabel di sektor kesehatan.

This study aims to analyze the contribution of the Public Consultation Forum (FKP) in improving service quality and realizing human-centered public service at RSUD Bali Mandara. Despite ongoing efforts to enhance quality, the hospital still faces challenges in the efficiency of service flow and supporting facilities. The research method uses a descriptive qualitative approach with content analysis techniques on secondary documents from the 2025 FKP implementation and results from in-depth interviews. The study found that the co-creation mechanism in FKP successfully transformed public aspirations into strategic action plans, such as expanding parking areas by ±3,000 m² and strengthening regulations on traditional health services. This implementation correlates with an increase in the Community Satisfaction Index (IKM) from 85.61 (Quality B) in 2023 to 89.13 (Quality A) in 2025. However, the element of service time remains a systemic challenge that requires electronic medical record intervention. This study concludes that the Public Consultation Forum (FKP) is a strategic instrument for creating public services that are responsive, inclusive, and accountable in the health sector.