Latar Belakang: Mendapat pelayanan dengan cepat, tepat serta cermat dan profesional dengan hasil yang memuaskan merupakan dambaan semua masyarakat terutama penerima pelayanan kesehatan di rumah sakit dan khususnya di instalasi gawat darurat. Banyak permasalahan yang didapat oleh penderita atau keluarga (pengantar) dalam mendapatkan pelayanan di instalasi gawat darurat, karena pelayanan yang diberikan di instalasi gawat darurat belum memenuhi standar pelayanan yang diharapkan dan sering menjadi sorotan publik karena penderita sering diabaikan dan tidak jarang berakhir pada kematian. Oleh karena itu untuk memenuhi kebutuhan penderita akan pelayanan di instalasi gawat darurat perlu ada kebijakan manajemen pengelolaan layanan gawat darurat pada penderita yang benar-benar darurat (emergency), sehingga nampak fungsi dan kerja dari instalasi gawat darurat tersebut. Penulis ingin melihat apakah penerapan manajemen pengelolaan layanan gawat darurat telah dilaksanakan di instalasi gawat darurat atau belum. Tujuan Penelitian:Penelitian ini adalah untuk mengetahui penerapan manajemen pengelolaan layanan gawat darurat pada instalasi gawat darurat. Metode Penelitian: Penelitian ini merupakan rancangan studi kasus di RSUD Dok II Jayapura, yaitu penelitian observasi, Data kualitatif yang diperoleh melalui wawancara dengan beberapa responden petugas IGD, dan di dukung data dari hasil wawancara mendalam,data kunjungan IGD,laporan tahunan. Hasil Penelitian: pengelolaan manajemen masih sangat terbatas dan sederhana, Fasilitas dan peralatan pelayanan sebagian besar ada tetapi tidak layak digunakan namun ada juga yang belum ada.sebagian dari tenaga instalasi gawat darurat belum pernah ikut pelatihan kegawatdaruratan, pengembangan staf masih sangat kurang dan tidak ada suatu perencanaan yang terencana secara tertulis. Prosedur pelayanan belum sesuai standar operasional (SOP). Program evaluasi tidak pernah dilakukan. Kesimpulan: RSUD Dok II Jayapura, merupakan satu-satunya rumah sakit yang terbesar yang ada di provinsi papua yang menjadi pusat rujukan dari provinsi baru atau kabupaten dan kota, rumah sakit swasta, rumah sakit TNI, AU, AL dan Kepolisian, yang ada di Papua, yang memiliki instalasi gawat darurat yang dapat melayani penderita dalam waktu 24 jam, walaupun dalam penelitian ini didapatkan bahwa penyelenggaraan pelayanan belum memenuhi standar yang diturunkan oleh Depkes RI. oleh karena itu diperlukan komitmen Direktur, Komite medik, Komite Akreditasi dalam upaya strategi dan rencana pengembangan pelayanan, harus segera dilakukan, adanya komitmen dari seluruh staf IGD dan stakeholder, penyusunan program peningkatan mutu, melaksanakan pemenuhan dokumen SOP, melengkapi obat dan alat, melakukan program pelatihan, serta monitoring dan evaluasi.

Background: Enjoying rapid, appropriate, and careful services with satisfactory outcomes is an expectation of all communities, particularly those accepting health services in hospital, mainly in emergency installation. There are many problems suffered by patients or their families in seeking services in emergency installation, since service delivery does not meet the normal standards of expected service and becomes public attention because patients are frequently ignored and the patients often end at death. Moreover, the poor management in the emergency installation in RSUD Dok II Jayapura, particularly emergency service delivery, is increasingly complex and potentially causing adverse events if there is no careful treatment in accordance with standard operational procedures. Therefore, to meet the need of patients for good services in the emergency installation, policies on service management in emergency installation for patients with real emergency conditions are required, indicating the function and working of the installation. Objective: This study is to find out the application of the service management performed in the emergency installation. Method: The study is conducted using a case study design with an observational technique. Qualitative data were obtained from interview with several respondents among personnel of the emergency installation, supported by data from in-depth interview, data on visit in the installation, and annual report. Result: Service management in the emergency installation was very limited and so simple. Many service facilities and equipments were mostly available, but not feasible to use. However, some facilities and equipments were also required but unavailable; a part of personnel in the emergency installation did never attend the emergency training; the development of staff was still very less; and there was no written good planning. Finally, many service procedures were not in accordance with operational standards and evaluation program was never done. Conclusion: RSUD Dok II Jayapura was the only biggest hospital established in Papua Province, which was a center of reference from new provinces or regencies or municipalities. Meanwhile, private and TNI hospitals available in Papua was 24 hours a day in operation, but the service delivery did not meet the standards given by Health Office of the Republic of Indonesia. Thus the commitments of Director, Medical Committee, and Accreditation Committee were so required in efforts of improving service development strategies and plans. Moreover, commitment of all the personnel in the emergency installation and stakeholders, the arrangement of quality improvement program, the meeting of Standard Operational Procedures document, the completion of drugs and equipments, training program, monitoring and evaluation were required also.

Kata Kunci : Manajemen,Instalasi gawat darurat,Pengelolaan layanan, Management, Emergency Installation, Service Management