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"Indonesia is facing shortage of pharmacist in public health centers (PHCs),therefore the local government and PHCs have to cope with this problem.This paper aimed to describe the pharmaceutical manpower availability inPHCs, the problems occurred and potential applied solutions. Data wastaken from National Health Facility Research 201. Quantitative data relatedto pharmaceutical manpower in PHCs was analyzed descriptively based onregions. Supporting qualitative data through in-depth interviews with thehealth office staffs in Bogor and Bekasi and pharmacists in four PHCs wereconducted and being analyzed using thematic analysis. It was found thatSulawesi had the highest percentage of PHCs having pharmacist (29.1%)while Eastern Indonesia 51.5% of PHCs didn?t have any staff with pharma-cy related educational background. The highest percentages of staff com-position were pharmacy technician followed by nurse. The main problemwas due to high workload with limited manpower available. The proposedsolutions are recruitment of new pharmacists, but in case it is not possiblethen placing pharmacist in certain type of PHCs with urgent needs is apriority. Empowering pharmacy technician, all available trained staff andother resources such as on job students are other feasible choices.Indonesia masih menghadapi keterbatasan jumlah apoteker di puskesmas,sehingga pihak pemerintah daerah dan puskesmas harus berupaya me-ngatasi permasalahan tersebut. Penelitian ini bertujuan untuk menggam-barkan ketersediaan dan distribusi tenaga pelayanan kefarmasian dipuskesmas serta permasalahan dan alternatif pemecahannya. Data di-ambil dari hasil Riset Fasilitas Kesehatan (Rifaskes) tahun 2011I. Datakuantitatif tentang tenaga pelayanan kefarmasian di puskesmas dianalisissecara deskriptif berdasarkan regional. Data kualitatif sebagai pendukungdiperoleh melalui wawancara mendalam dengan bagian kepegawaiandinas kesehatan dan apoteker empat puskesmas di Kota Bogor dan Bekasi,3kemudian dianalisis dengan metode analisis tema. Hasil analisis menun-jukkan bahwa Sulawesi memiliki persentase puskesmas dengan tenagaapoteker tertinggi (29,1%) sedangkan Indonesia Timur memiliki persentasepuskesmas tertinggi dengan tenaga pelayanan kefarmasian tanpa latarbelakang pendidikan farmasi (51,5%). Persentase tenaga kefarmasianterbesar di puskesmas adalah tenaga teknis kefarmasian kemudian pera-wat. Permasalahan utama yang dihadapi puskesmas adalah beban kerjayang berat dengan kondisi tenaga yang terbatas. Alternatif pemecahanmasalah yaitu pengangkatan apoteker baru, namun jika tidak memungkin-kan maka penempatan apoteker pada puskesmas dengan kebutuhan men-desak merupakan prioritas utama. Pilihan lain yang memungkinkan adalahpemberdayaan tenaga teknis kefarmasian dan staf lain yang sudah dilatihatau memanfaatkan tenaga siswa magang."

"Dalam memberikan pelayanan public yang baik dan berkualitas kepada para pengguna jasa kereta api, PT. Kereta Api Indonesia Persero memiliki telah melakukan berbagai upaya peningkatan pelayanan yang telah dilterapkan guna meningkatkan pelayanan pada kereta api kelas ekonomi Non-Public Service Obligation (Non-PSO). Dari sisi pelayanan intangibleyang diberikan PT. KAI Persero kepada para pengguna jasa kereta api sudah berupaya memberikan pelayanan dengan baik. Namun dari sisi dimensi pelayanan tangibles yang dilakukan pada kereta ekonomi Non-PSO new image terdapat kendala pada layout kursi yang kurang sesuai dengan ekspetasi para penggguna jasa kereta api yang menjadi faktor penghambat untuk menerapkan upaya peningkatan pelayanan yang dilakukan PT. KAI. Beberapa langkah konkret sudah dilakukan guna mengatasi hal ini dengan menarik kembali armada kereta api ekonomi Non-PSO new image yang bermasalah dan melakukan koordinasi dengan PT. INKA untuk dilakukan perbaikan terhadap layout kursi agar sesuai dengan kebutuhan para pengguna jasa kereta api.

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In providing good and quality public services to rail service users, PT. Kereta Api Indonesia Persero has undertaken various efforts to improve the services that have been implemented to improve service on the economy class train Non-Public Service Obligation (Non-PSO). In terms of intangibles service provided by PT. KAI Persero to the railway service users have been trying to provide good service. However, in terms of service dimension tangibles conducted on non-PSO new economy train there are obstacles in the seat layout that is less in line with the expectations of railway service users who become the obstacle factor to implement efforts to improve services conducted by PT. KAI. Several concrete steps have been taken to overcome this by withdrawing the non-PSO new economy's problematic railway fleet and coordinating with PT. INKA for improvements to the turret layout to suit the needs of train users."

"Poli Umum Puskesmas Kecamatan Tebet telah melaksanakan prinsip manajemen kualitas sesuai klausul persyaratan ISO 9001:2000. Namun, pada tahun2005, masih terdapat masalah yang mengganggu pelayanan bermutu yang diberikan. Tujuan penelitian ini mendapat gambaran penerapan delapan prinsipmanajemen kualitas sistem manajemen mutu ISO 9001:2000 di Poli Umum Puskesmas Kecamatan Tebet. Metode yang digunakan adalah kualitatif studi ka-sus dengan analisis dokumen, wawancara mendalam, dan observasi. Prinsip terfokus pelanggan diterapkan dengan melakukan survey kepuasan pelang-gan dan temu pelanggan secara rutin. Prinsip kepemimpinan diterapkan melalui motivasi, rapat tinjauan manajemen secara rutin. Prinsip keterelibatan se-mua diterapkan dengan memberi kesempatan petugas poli umum dalam pengambilan keputusan serta mengikuti pendidikan dan pelatihan. Prinsip pen-dekatan proses mengacu pada hasil pencapaian sasaran mutu poli umum yang ditetapkan. Prinsip pendekatan sistem manajemen dalam bentuk penetapanprosedur mutu di poli umum. Prinsip perbaikan terus menerus diterapkan berdasarkan hasil survei dan temuan yang tidak sesuai. Prinsip pengambilan kepu-tusan berdasarkan fakta mengacu hasil survey kepuasan pelanggan, audit internal dan eksternal, sehingga dihasilkan keputusan akurat. Hubungan salingmenguntungkan antara Puskesmas Kecamatan Tebet dengan pemasok regulasi meliputi Dinas Kesehatan Provinsi DKI Jakarta dan Suku Dinas KesehatanMasyarakat Kodya Jakarta Selatan.The general polyclinic at Tebet Community Health Center, South Jakarta has already implemented quality management principles based on ISO 9001:2000.However, it was noted in 2005 that the implementation was hindered by several constraints. The objective of this study is to describe the implementation ofeight principles of ISO 9001:2000 quality management system in general polyclinic at Tebet Community Health Center, South Jakarta. Methods used in thisstudy is qualitative through document analysis, in-depth interview and observation. Client focus principles was applied through client satisfaction survey androutine client meeting. Leadership principle was applied through motivational support and routine management review meeting. Involvement principle wasapplied by providing opportunity for all personnel in decision making and attending further education and training. Process approach principle was appliedby referring to quality output accomplishment. Systemic approach principle was applied by determination of quality management procedure. Continuous im-provement principle was applied through revision based on survey results and findings. Fact-based decision making principle was applied through utilisationof survey and audit (both internal and external) results in the decision making process to produce accurate decisions. The study also found a mutually be-nefit relationship between Tebet Community Health Center and regulators including DKI Jakarta Health Office and Sub-office of Public Health of South JakartaCity."

"Regulasi mengenai standar pelayanan kesehatan di fasilitas-fasilitas kesehatan di Indonesia diperlukan agar para tenaga kesehatan memiliki tolak ukur kualitas pelayanan dalam menangani pasien. Di Indonesia sendiri, fasilitas pelayanan kesehatan dibagi menjadi tiga tingkatan berbeda yang tiap fasilitas kesehatan di tiap tingkatan tersebut memiliki tanggung jawab serta wilayah kerjanya masing-masing Puskesmas merupakan salah satu dari fasilitas kesehatan tingkat pertama dan puskesmas wajib dimiliki oleh setiap kecamatan di Indonesia. Standar untuk Pelayanan kefarmasian di puskesmas tertuang dalam peraturan menteri kesehatan nomor 74 tahun 2016 dimana di dalamnya tertuang tolak ukur apa saja yang wajib dimiliki dan dilakukan oleh tenaga kesehatan di bidang farmasi. Farmasi klinis atau komunitas memainkan beberapa peran penting yang membutuhkan interaksi langsung dengan pasien. Kepuasan pasien atas pengalamannya mengenai interaksi tersebut akan menciptakan padangan pasien terhadap apoteker dan pelayanan kefarmasian yang dia terima dan merupakan salah satu indikator kualitas layanan kesehatan yang penting karena mencerminkan perbedaan antara realitas pelayanan kesehatan yang diterima pasien dengan kualitas pelayanan yang diharapkan pasien. Secara umum, terdapat beberapa aspek yang dapat menjadi faktor kepuasan pasien terhadap pelayanan tetapi faktor – faktor tersebut dapat berbeda untuk tiap fasilitas kesehatan. Oleh karena itu, mengetahui faktor-fakto yang berpengaruh terhadap kepuasan pasien terhadap pelayanan kefarmasian di Puskesmas Kecamatan Pasar Rebo sebagai salah satu fasilitas layanan primer kesehatan sangatlah penting karena dapat membantu untuk meningkatkan kualitas layanan, khususnya layanan kefarmasian. Desain penelitian yang digunakan adalah cross sectional dengan metode survei. Survei dilakukan dengan menggunakan kuesioner tingkat kepuasan pasien yang mengacu pada Peraturan Menteri Kesehatan nomor 74 tahun 2016 mengenai standar pelayanan kefarmasian di Puskesmas. Kuesioner tersebut diberikan kepada pasien-pasien Puskesmas Kecamatan Pasar Rebo yang berobat ke poli layanan ISPA dan menggunakan jasa layanan kefarmasian pada shift pagi, yaitu dari jam 08.00 – 14.00 WIB. Data yang diperoleh dianalisis menggunakan Microsoft Excel. Hasil yang diperoleh adalah bahwa faktor keramahan apoteker mendapatkan nilai tertinggi, yaitu sebesar 69,1%.

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Regulations regarding health service standards in health facilities in Indonesia are needed so that health workers have benchmarks for the quality of service in treating patients. In Indonesia itself, health service facilities are divided into three different levels where each health facility at each level has responsibilities and their respective work areas. Puskesmas is one of the first level health facilities and puskesmas must be owned by every sub-district in Indonesia. Standards for pharmaceutical services at puskesmas are contained in Minister of Health Regulation number 74 of 2016 which contains benchmarks that must be owned and carried out by health workers in the pharmaceutical sector. Clinical or community pharmacy plays several important roles that require direct interaction with patients. Patient satisfaction with their experience of this interaction will create a patient's view of the pharmacist and the pharmaceutical services he or she receives and is an important indicator of the quality of health services because it reflects the difference between the reality of the health services that patients receive and the quality of service that patients expect. In general, there are several aspects that can be a factor in patient satisfaction with services, but these factors can be different for each health facility. Therefore, knowing the factors that influence patient satisfaction with pharmaceutical services at the Pasar Rebo District Health Center as one of the primary health care facilities is very important because it can help improve the quality of services, especially pharmaceutical services. The research design used was cross sectional with a survey method. The survey was conducted using a patient satisfaction level questionnaire referring to Minister of Health Regulation number 74 of 2016 concerning pharmaceutical service standards at Puskesmas. The questionnaire was given to patients at the Pasar Rebo District Health Center who went to the ISPA polyclinic for treatment and used pharmaceutical services during the morning shift, from 08.00 – 14.00 WIB. The data obtained were analyzed using Microsoft Excel. The results obtained are that the pharmacist friendliness factor gets the highest score, which is equal to 69.1%."

"Public health center reform as decentralization step in health sector had poured into SK Menkes No. 128/MENKES/SK/2004 about public health center basic policies. The aims of this research are to identified policy and strategy of district health office on health center reform included health human resources reform, health effort reform, health financing reform, and health management reform. The research done in 6 provinces, by purposive sampling that is DIY, Bengkulu, South Kalimantan, South Sulawesi, East Kalimantan and papua province. Each province chosen 1 regency and 1 municipality. Health Center which performing reform chose, amount of sample health center around 52 units. Data collecting done by indepth interview, secondary data and focus group discussion (FGD), and y descriptive analysis. The result of research indicating that policy and strategy District Health Office in supporting health center reform, (a) in HRD reform performed through flattening health personnel with job contract, (b) in health center effort reform through improving health services access ad revitalization, (c) in health financing reform performed with health center services with Certification ISO 9001 and Community Based Health Effort (UKBM) revitalization. Therefore necessary done institutional established in regional and relation manner, as well as allocating health budget suitable with determined health development objectives"

"Kegiatan pelayanan ground handling meliputi seluruh pelayanan yang di butuhkan untuk menyambut kedatangan pesawat udara beserta penurunan muatannya,dan/atau mempersiapkan pesawat udara berikut muatannya untuk keberangkatan menujuntujuan selanjutnya,dapat dilaksanakan oleh perusahaan penerbangan dan/atau di berikan kepada perusahaan tersendiri yang independen yang menkhususkan diri untuk menyediakan jasa pelayanan ground handling untuk perusahaan penerbangan."

"Most of all societies which have dealed with bureaucracy always discontented with bad of public service wihich they accept....."

"Komitmen dokter pada rumah sakit mempengaruhi tingkat kehadiran, produktivitas dan mutu pelayanan di rumah sakit. Waktu dan tenaga yang tidak penuhdiberikan dokter spesialis pada rumah sakit berpengaruh terhadap produktivitas yang kurang optimal. Tujuan penelitian ini menilai hubungan budaya or-ganisasi, kepuasan kerja dengan komitmen dokter spesialis. Penelitian ini dilakukan pada 35 responden dokter spesialis dengan menggunakan pengukuranorganinizational culture survey Denison, a job satisfaction survey Spector dan organizational commitment Allen & Meyer dengan skala yang dimodifikasi.Metoda analisis kuantitatif yang digunakan adalah univariat, bivariat dan multivariat. Sumber kepuasan dokter spesialis dengan komitmen yang tinggi adalahrekan kerja dan pekerjaan. Sumber ketidakpuasan adalah imbalan, promosi, supervisi dan kondisi kerja. Kepuasan kerja berhubungan dengan komitmen,tetapi budaya organisasi berupa praktek manajemen tidak berhubungan, karena belum terfokus pada keterlibatan, konsistensi, adaptabilitas dan pengha-yatan misi dokter spesialis. Dokter spesialis berhubungan dengan praktek manajemen yang terfokus pada konsistensi dan kepuasan imbalan. Komitmennormatif berhubungan dengan praktek manajemen yang fokus pada penghayatan misi dan kepuasan profesi.Physician?s commitment has significant relationship with their level of attendances, and their productivity in term of services quality, which will leverage thetotal quality of hospital . Objectives of this research are: examining the relationship of organization culture toward physician?s commitment; and the relation-ship of job satisfaction toward the physician?s commitment; the relationship of both organization culture and job satisfaction toward physician?s commitment.Method: Respondent for this research are 35. Scale of organizational culture survey Denison, scale of job satisfaction survey Spector, and scale of organi-zational commitment Allen & Meyer are the measurement tools. The analysis quantitative is performed in univariate, bivariate and multivariate. Results : Thephysician has been highly committed to RSUD Bekasi. Physician?s?s satisfaction is influent by their type of job and the relationship within their professionalcolleagues. Their dissatisfaction can be influent by the lack of benefit and promotion opportunities, and the non-conducive work environment conditions.Thejob satisfaction level has significant relationship to organization commitment. Separately, organization commitment does not have significant relate to organ-ization culture. Organization culture, base on physician opinion, has not yet focus on empowerment; has not consistent in development of work instructionand implementation; has not adaptive with the change of organization environment; and has a lack of organization?s mission understanding. Physician?s con-tinuans commitment has a relationship to management practices that focus on consistency and benefit . Physician?s normative commitment has a relation-ship to management practices that focus on organization mission, and their job satisfaction as a physician."