IMPLEMENTATION OF THE REGULATION OF THE MINISTER OF STATE APPARATUS EMPOWERMENT AND BUREAUCRATIC REFORM NUMBER 14 OF 2017 CONCERNING GUIDELINES FOR COMPILING PUBLIC SATISFACTION SURVEYS OF PUBLIC SERVICE PROVIDER UNITS AT DR. REKSODIWIRYO CLASS III HOSPITAL, PADANG

IMPLEMENTATION OF THE REGULATION OF THE MINISTER OF STATE APPARATUS EMPOWERMENT AND BUREAUCRATIC REFORM NUMBER 14 OF 2017 CONCERNING GUIDELINES FOR COMPILING PUBLIC SATISFACTION SURVEYS OF PUBLIC SERVICE PROVIDER UNITS AT DR. REKSODIWIRYO CLASS III HOSPITAL, PADANG

Syofyan1, Lis Febrianda1, Yofiza Media1
1Program Studi Magister Hukum, Fakultas Hukum Universitas Bung Hatta Jln. Bagindo Aziz Chan By Pass Aia Pacah Padang
Email:

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.

Keywords: Implementation, Public Satisfaction Survey, Public Services, Hospital