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"ABSTRACTPublic Hospital (RSUD) of Banten Province, as the Province Referral Hospital, is required to always improve the quality of service in every line to achieve excellent service and also to give satisfaction to the public. Public satisfaction is one of the goals that must be considered by Banten Province Public Hospital because one indicator in achieving the success of health services is the achievement of public satisfaction. On this basis, it is important for the Banten Province Public Hospital to make measurements on the public satisfaction. Related to that, this study aims to find out the quality of public services in Banten Province Public Hospital, which is measured through Public Satisfaction Index (IKM), including problems faced in the provision of public health services in Banten Province Public Hospital. The research method used is survey method with a quantitative descriptive approach. The data is obtained through questionnaires, observations, and documentation. The sample size is 100 people, which is determined by quota sampling technique. The results showed that quantitatively, the quality of public service in Banten Province Public Hospital based on Public Satisfaction Index reached 75.71, which is qualitatively categorized as good. Although it has been categorized as good, of the ten elements assessed, there are some elements that need to get serious attention, namely elements of information, complaint handling, the behavior of service personnel, service time, and supporting elements."

"Untuk menerapkan paradigma baru pelayanan kesehatan dalam era globalisasi yang akan datang, Bidang Kimia Kesehatan Balai Laboratorium Kesehatan Palembang diharapkan memiliki daya saing tinggi dan swadana. Namun, Bidang Kimia Kesehatan masih belum terakreditasi sementara jumlah pemeriksaan laboratorium yang ditargetkan masih rendah. Dalam rangka meningkatkan kinerja Bidang Kimia Kesehatan, telah dirumuskan perencanaan strategis dengan melakukan penelitian operasional.Penelitian opeasional ini dilaksanakan menggunakan model pemecahan masalah yang terbagi menjadi tiga tahap, yaitu tahap masukan (input stage), tahap penyesuaian (matching stage) dan tahap keputusan (decision stage). Dalam tahap pertama, data tentang faktor-faktor internal sebagai kunci sukses dikumpulkan dari 12 orang staf Kimia Kesehatan dengan wawancara mendalam dan CDM, sedangkan data tentang faktor-faktor eksternal dikumpulkan dengan observasi dan wawancara mendalam. Dengan menggunakan matriks SWOT dan IE, dalam tahap kedua semua data yang terkumpul dianalisis untuk menetukan posisi organisasi, tujuan jangka panjang, beberapa strategi yang mungkin untuk mencapai tujuan serta strategi-strategi alternatifnya yang cocok. Akhirnya, matriks QSPM digunakan dalam tahap ketiga untuk menyusun prioritas strategis yang paling cocok dalam mengembangkan Bidang Kimia Kesehatan.Matriks-matriks yang telah dibuat menunjukkan bahwa Bidang Kimia Kesehatan berada dlam posisi tumbuh dan membangun (grow and build). Oleh karena itu, strategi yang cocok untuk posisi ini adalah strategi integratif dan strategi integratif horizontal. Selanjutnya, berdasarkan matriks SWOT dirumuskan 12 strategi integratif dan 3 strategi horizontal Akhirnya, dari semua strategi yang telah dirumuskan pembentukan tim pemasaran merupakan prioritas utama.

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Stragegic Planning for the Develompent of Health Chemistry Unit of the Palembang Health Laboratory 2001-2003To implement new paradigm in health services in the coming globalisation era, Health Chemistry Unit of the Palembang Health Laboratory is expected to be high competitive and self financed. However, the Unit has not been accredited while the achievement of targeted laboratory' tests is still very low. In order to improve the Unit performance, a strategic planning has been formulated by conducting an operational research.

The operational research was carried out using problem solving model which were divided into input stage, matching stage, and decision stage. In the first stage data on internal factors as success keys of the Health Chemistry Unit organisation were collected from 12 staffs of Health Chemistry by in-depth interview and CDM, whereas data on external factors were collected by in-depth interview and observations. Using SWOT and IE matrices, in the second stage all coIIected data were analysed to determine the position of the organisation, its long-term objectives, possible strategies to achieve the objectives as well as appropriate alternative strategies. Finally, QSPM matrix was used in the third stage to prioritise the most appropriate strategies for the development of Health Chemistry laboratory unit.

The constructed matrices show that the Health Chemistry Unit is in grow and build position. Therefore, the suitable strategies for this position are integrative strategy and horizontal integrative strategy. Further, based on the SWOT matrix 12 integrative strategies and 3 horizontal strategies were formulated. Finally, of the formulated strategies forming marketing team is the top priority."