MANAJEMEN PELAYANAN PASIEN DHUAFA DI RUMAH SINGGAH SEDEKAH ROMBONGAN YOGYAKARTA

Vadhia Ulhaq, NIM.: 22102040003 (2026) MANAJEMEN PELAYANAN PASIEN DHUAFA DI RUMAH SINGGAH SEDEKAH ROMBONGAN YOGYAKARTA. Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

This thesis is based on the limited access to health services for the poor, showing the importance of the role of social institutions in supporting the fulfillment of health rights in a fair and proper manner. This study aims to analyze the management of poor patient services at RS-SR Yogyakarta based on the perspective of New Public Service (NPS). This study uses a descriptive qualitative approach with data collection techniques through interviews, observations, and documentation, with informants of regional coordinators, administrative staff, volunteers, and patients' families. The results of the study show that service management at RS-SR Yogyakarta has reflected the seven principles of NPS, namely serve citizen, not customer through services that position patients as subjects who have rights; seek the public interest with an orientation to the interests of the poor community; value citizenship over entrepreneurship which is reflected in service-based services without profit orientation; think strategically, act democratically through coordination and deliberation in decision-making; recognize accountability is not simple through transparency and social responsibility; serve rather than steer with the role of volunteers as companions, as well as passive leadership; and value people, not just productivity through service that emphasizes empathy and human values. This study concludes that the application of NPS principles is able to strengthen the management of social services that are oriented towards human values, participation, and community interests, so that they are relevant in the development of services for poor groups in a sustainable manner.

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