Kualitas Pelayanan Braille E-Ticket and Extraordinary Access for Visual Disabilities (Brexit)

Untuk Rehabilitasi Sosial Bina Netra Oleh UPT Puskesmas Janti Kota Malang

Quality of Service of Braille E-Ticket and Extraordinary Access for Visual Disability (Brexit) for Blind Social Rehabilitation by UPT Puskesmas Janti, Malang City

Pelayanan publik berkualitas dan bermutu serta pelayanan publik prima tidak terlepas dari adanya kesadaran pemerintah dan masyarakat untuk meningkatkan kualitas pelayanan publik. Kualitas pelayanan adalah upaya untuk memenuhi kebutuhan pelanggan dengan cara penyampaian yang tepat agar kebutuhan pelanggan dapat terpenuhi. Braille e-ticket and extraordinary access for visual disabilities (brexit) merupakan inovasi pelayanan publik bagi masyarakat disabilitas tunanetra di UPT Puskesmas Janti Kota Malang dengan tujuan untuk memberikan kemudahan bagi masyarakat dalam mengakses pelayanan kesehatan yang memadai melalui penyediaan fasilitas handrail, guiding block, guiding carpet, papan nama dengan huruf braille, komputer dengan huruf braille, dan e-ticket obat braille. Penelitian ini menggunakan metode penelitian kualitatif dengan data yang diperoleh dari observasi dan wawancara. Penelitian ini menganalisis tentang kualitas pelayanan brexit berdasarkan teori Kotler dan Keller (2016) yang mencakup lima dimensi berikut; dimensi tangibles, reliability, responsiveness, assurance, dan empathy. Hasil penelitian diperoleh bahwa kualitas pelayanan braille e-ticket and extraordinary access for visual disabilities (brexit) dalam dimensi tangibles kelengkapan fasilitas-fasilitas penunjang pelayanan brexit sudah cukup lengkap. Namun, fasilitas-fasilitas tersebut kedepannya dapat ditambah lagi. Dalam dimensi reliability seluruh pegawai Puskesmas Janti sudah cukup handal dalam melayani pasien disabilitas tunanetra yang menggunakan pelayanan brexit. Dalam dimensi responsiveness seluruh pegawai Puskesmas Janti dalam menangani pasien disabilitas tunanetra sudah cukup baik dan respon yang mereka berikan cukup cepat dan tepat. Dalam dimensi assurance seluruh pegawai Puskesmas Janti terhadap pasien disabilitas tunanetra telah memberikan rasa percaya penuh dari pasien disabilitas tunanetra. Dalam dimensi empathy seluruh pegawai Puskesmas Janti memiliki sifat empati dalam melayani pasien disabilitas tunanetra, khususnya pelayanan brexit.

Quality and quality public services and excellent public services cannot be separated from the awareness of the government and the community to improve the quality of public services. Service quality is an effort to meet customer needs by delivering the right way so that customer needs can be met. Braille e-tickets and extraordinary access for visual disabilities (brexit) are public service innovations for people with visual impairments at UPT Puskesmas Janti, Malang City with the aim of providing convenience for the community in accessing adequate health services through the provision of handrail, guiding blocks, guiding carpet, signboards in braille, computers in braille, and e-tickets medicine braille. This study uses qualitative research methods with data obtained from observations and interviews. This study analyzes the quality of Brexit based on the theory of Kotler and Keller (2016) which includes the following five dimensions; dimensions of tangibles, reliability, responsiveness, assurance, and empathy. The results showed that the quality of braille e-ticket services and extraordinary access for visual disabilities (Brexit) dimension tangibles the completeness of the facilities supporting the Brexit service is quite complete. However, these facilities can be added in the future. In the dimension of reliability all Janti Health Center employees are reliable enough to serve blind patients with disabilities who use brexit. In the dimension of responsiveness all Janti Health Center employees in handling blind patients with disabilities are quite good and the response they provide is quite fast and precise. dimension assurance all employees of the Janti Health Center towards blind patients with disabilities have given full trust to blind patients with disabilities. dimension empathy all employees of the Janti Health Center have empathy in serving blind patients with disabilities, especially brexit services.