Electronic Theses and Dissertation

Aksesibilitas pelayanan publik merupakan hak yang harus dipenuhi bagi seluruh warga negara, termasuk penyandang disabilitas. Sebagai institusi pelayanan kesehatan, RSUD Meuraxa Kota Banda Aceh memiliki tanggung jawab menyediakan layanan yang inklusif dan mudah diakses. Namun, masih ditemukan kendala, seperti belum tersedianya guiding block, layanan bahasa isyarat, serta beberapa fasilitas pendukung yang belum sepenuhnya memenuhi kebutuhan seluruh ragam disabilitas. Penelitian ini bertujuan mengevaluasi aksesibilitas pelayanan publik terhadap penyandang disabilitas serta mengidentifikasi hambatan dalam pemenuhannya di RSUD Meuraxa Kota Banda Aceh. Penelitian menggunakan metode kualitatif dengan teknik pengumpulan data melalui observasi, wawancara, dan dokumentasi. Analisis data dilakukan menggunakan teori evaluasi William Dunn yang meliputi efektivitas, efisiensi, kecukupan, pemerataan, responsivitas, dan ketepatan. Hasil penelitian menunjukkan bahwa pada aspek efektivitas dan efisiensi, fasilitas aksesibilitas, sistem pelayanan, serta mekanisme pelayanan prioritas telah diterapkan dan dimanfaatkan dalam pelayanan kesehatan, meskipun pengalaman pengguna, pemanfaatan fasilitas, dan komunikasi antara petugas dengan penyandang disabilitas masih beragam sesuai kondisi di lapangan. Pada aspek kecukupan dan pemerataan, fasilitas dan layanan aksesibilitas telah tersedia, tetapi pemenuhan kebutuhan belum merata pada setiap jenis disabilitas karena aksesibilitas juga memerlukan dukungan informasi, komunikasi, serta sarana yang dapat digunakan secara setara. Pada aspek responsivitas dan ketepatan, kualitas pelayanan dipengaruhi oleh respons petugas, keberfungsian fasilitas, serta kesesuaian pemanfaatan fasilitas dengan tujuan penyediaannya. Hambatan yang ditemukan meliputi kurangnya kesadaran terhadap keberadaan penyandang disabilitas, minimnya koordinasi antaraktor, keterbatasan kapasitas ruang, serta keterbatasan alokasi anggaran. Oleh karena itu, diperlukan evaluasi berkala, penguatan pengawasan dan pelatihan layanan inklusif, serta peningkatan kolaborasi antar pemangku kepentingan untuk mewujudkan pelayanan kesehatan yang lebih aksesibel, setara, dan inklusif bagi penyandang disabilitas.

Kata Kunci: Evaluasi, Aksesbilitas, Pelayanan Publik, Penyandang Disabilitas, RSUD Meuraxa Kota Banda Aceh

Public service accessibility is a right that must be guaranteed for all citizens, including persons with disabilities. As a public healthcare institution, Meuraxa Regional General Hospital in Banda Aceh is responsible for providing inclusive and accessible healthcare services. However, several challenges remain, including the absence of guiding blocks, sign language services, and supporting facilities that have not fully accommodated the diverse needs of persons with disabilities. This study aims to evaluate the accessibility of public services for persons with disabilities and identify the obstacles to its implementation at Meuraxa Regional General Hospital, Banda Aceh. This study employed a qualitative approach using observation, interviews, and documentation as data collection techniques. Data were analyzed using William Dunn's evaluation theory, which consists of effectiveness, efficiency, adequacy, equity, responsiveness, and appropriateness. The findings indicate that, in terms of effectiveness and efficiency, accessibility facilities, service systems, and priority service mechanisms have been implemented and utilized in healthcare delivery, although users' experiences, the utilization of facilities, and communication between healthcare personnel and persons with disabilities varied depending on the conditions encountered. Regarding adequacy and equity, accessibility facilities and services have been provided; however, the fulfillment of needs has not been evenly achieved across different types of disabilities, as accessibility also requires adequate information, communication, and facilities that can be accessed equally. In terms of responsiveness and appropriateness, service quality is influenced by staff responsiveness, the functionality of accessibility facilities, and the suitability of their utilization. The identified obstacles include limited awareness of the presence and needs of persons with disabilities, insufficient coordination among stakeholders, limited spatial capacity, and constrained budget allocation. Therefore, regular evaluations, strengthened supervision and inclusive service training, and enhanced collaboration among stakeholders are needed to achieve more accessible, equitable, and inclusive healthcare services for persons with disabilities. Keywords: Evaluation, Accessibility, Public Service, Persons with Disabilities, RSUD Meuraxa Banda Aceh City