Optimalisasi Sistem Pelayanan Sebagai Strategi Mengurangi Ketergantungan Pada SDM Kunci Di Klinik Pratama Rawat Jalan Polres Gunungkidul

Abstract

Primary healthcare services require effective, efficient, and sustainable systems to ensure service continuity. A major challenge is the high dependence on key human resources (HR) who perform strategic functions. This study aims to analyze the level of dependence on key personnel and identify service system optimization efforts at the Gunungkidul Police Outpatient Primary Clinic. A descriptive study with a mixed qualitative and simple quantitative approach was conducted. Data were collected through observations, document reviews, and questionnaires involving 14 healthcare and support staff. The results showed that the service system was categorized as moderate, with an average score of 3.02. The highest-rated aspect was the smooth delivery of patient services (3.4), while the lowest was the utilization of non-medical personnel (2.6). The findings indicate dependence on certain key personnel, uneven workload distribution, suboptimal SOP implementation, and the lack of an adequate service backup system. Strengthening SOPs, clarifying task allocation, implementing cross-training, and optimizing non-medical personnel can reduce dependency on key HR while enhancing organizational efficiency and resilience