Kinerja Public Safety Center (PSC) 119 Dalam Meningkatkan Pelayanan Gawat Darurat

Akmalia, Khofifah Nur (2025) Kinerja Public Safety Center (PSC) 119 Dalam Meningkatkan Pelayanan Gawat Darurat. Sarjana (S1) thesis, Universitas Islam 45.

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Abstract

The increase in the number of accidents that occurred in Indonesia was 152,008 cases in 2023. WHO data in 2021 17 million people died from heart and blood vessel disease. So that there is a special emergency service that aims to reduce the risk of death and disability carried out by the Public Safety Center (PSC) 119. This 119 PSC service is a collaboration between the Central Government through the 119 National Command Center located at the Ministry of Health and the Regional Government through the Public Safety Center (PSC) in each Regency / City. The purpose of this study is to analyze the performance of the Public Safety Center (PSC) in improving emergency care in Bekasi Regency. Researchers use the constructivism paradigm with qualitative research methods and case study research design. The data collection techniques are in-depth interviews, observation, and documentation. The results of this study indicate that the performance of PSC 119 service officers in providing emergency services is very good according to the complaints and needs of the community, and in accordance with service principles where the call center conducts screening according to the algorithm from the NCC. However, PSC 119 has obstacles, namely referral services have not been integrated optimally, PSC 119 socialization has not been evenly distributed to all Bekasi areas. The quality of service at PSC 119 is not good, namely inadequate supporting facilities and infrastructure and slow timely guarantees. Perceptions of PSC 119 services are very positive in handling the pandemic and helping the community to save lives and reduce disability. PSC 119 service officers conduct team performance evaluations every month. Keywords: Performance; Emergency; Public Service; Public Safety Center.

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