Vol. 2 No. 5 (2026): Oktober
Articles

RESPONSIVENESS OF AMBULANCE MOBILIZATION SERVICES IN HANDLING ELDERLY EMERGENCIES AT THE MAGETAN PSTW UPT

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  • Agus Suprapto,
  • Sri Roekminiati,
  • Widyawati
Agus Suprapto
Universitas Dr.Soetomo Surabaya
Sri Roekminiati
Universitas Dr. Soetomo Surabaya
Widyawati
Universitas Dr. Soetomo Surabaya

Published 2026-10-01

Keywords

  • Service Responsiveness, Ambulance, Elderly Emergency, Street-Level Bureaucracy, New Public Service.

Abstract

The rapid growth of the elderly population demands the readiness of an adaptive and responsive social service system from the government. In social care settings, handling medical emergencies for the elderly requires ensuring a golden hour through responsive and measurable evacuation services. This study aims to examine and analyze the dynamics of ambulance mobilization services responsiveness in handling medical emergencies for the elderly at the UPT Panti Sosial Tresna Werdha (PSTW) Magetan. The research method used is qualitative with a descriptive analytical design. The research subjects were determined purposively, including ambulance drivers as key informants, and the Head of the UPT, accompanying nurses, and beneficiaries as supporting informants. Data collection was conducted through in-depth interviews, passive participatory observation, and logbook documentation studies. Data validity was tested using source and technique triangulation, while data analysis applied the interactive model of Miles, Huberman, and Saldaña. The results of the study indicate that ambulance mobilization services at the UPT PSTW Magetan have been running responsively and effectively. This responsive performance is supported by two main pillars. First, the consistent preventive fleet maintenance management carried out by the Mobilization Service Operator, including engine maintenance, electrical systems, siren function, and the availability of sterile oxygen, ensures the fleet is always in "Ready for Service" status. Second, the timely response time for medical evacuations to Dr. Sayidiman Regional Hospital averages 25 to 30 minutes, with a fleet preparation time of only 5 to 10 minutes after the report is received. Theoretically, these findings reflect the actualization of the New Public Service (NPS) paradigm and the role of ambulance drivers as street-level bureaucrats who use discretion positively, quickly, and humanely to prioritize the safety of vulnerable groups. This study recommends strengthening digital coordination channels with referral hospitals, Basic Life Support (BLS) training for drivers, and proposing a reserve fleet to mitigate emergency escalations.

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