JELAJAHNEWS.ID – Balai Besar Pengawas Obat dan Makanan (BBPOM) di Medan telah menetapkan Standar Pelayanan Publik Tahun 2025 setelah melakukan reviu melalui Forum Konsultasi Publik (FKP) yang dilaksanakan pada 11 Maret 2025.
Langkah ini merupakan wujud komitmen BBPOM di Medan dalam menerapkan prinsip-prinsip good governance seperti transparansi, akuntabilitas, keterbukaan, dan keadilan dalam memberikan pelayanan kepada masyarakat.
Hal tersebut disampaikan oleh Kepala BBPOM di Medan, Martin Suhendri, dalam siaran pers yang dirilis pada Selasa (20/5/2025) di Medan.
Dalam maklumat pelayanan yang dikeluarkan, BBPOM di Medan menyatakan:
“Kami sanggup menyelenggarakan pelayanan sesuai dengan standar pelayanan publik yang telah ditetapkan, memberikan pelayanan sesuai dengan kewajiban, dan akan melakukan perbaikan secara terus-menerus. Apabila tidak menepati, kami siap menerima sanksi atau memberikan kompensasi apabila pelayanan yang diberikan tidak sesuai standar yang ditetapkan.”
Sembilan jenis layanan publik yang disampaikan dalam forum tersebut meliputi:
Penerbitan Surat Keterangan Impor Obat dan Makanan
Penerbitan Surat Keterangan Ekspor Obat dan Makanan
Sertifikasi Cara Distribusi Obat yang Baik (CDOB)
Sertifikasi Pemenuhan Aspek Cara Pembuatan Obat Tradisional yang Baik (CPOTB)
Sertifikasi Pemenuhan Aspek Cara Pembuatan Kosmetik yang Baik (CPKB)
Penerbitan rekomendasi sebagai pemohon notifikasi kosmetik
Penerbitan Izin Penerapan Cara Produksi Pangan Olahan yang Baik (CPPOB)
Pengujian Obat dan Makanan
Layanan informasi dan pengaduan terkait obat dan makanan
Masyarakat dapat menyampaikan informasi dan pengaduan melalui aplikasi SP4N LAPOR atau datang langsung ke kantor BBPOM di Medan. BBPOM juga menyediakan layanan kontak sebagai berikut:
Layanan informasi umum: 0811-605-33
Layanan sertifikasi: 0813-7092-1144
Layanan pengujian: 0813-9680-440
Alur pengaduan mengikuti SOP (Standar Operasional Prosedur), di mana masyarakat dapat menyampaikan permintaan informasi secara langsung atau melalui WhatsApp kepada petugas Infokom. Petugas kemudian akan memeriksa ketersediaan jawaban dan berkoordinasi dengan unit terkait apabila diperlukan.
Jam operasional layanan BBPOM di Medan adalah sebagai berikut:
Senin – Kamis: 08.00 – 16.30 WIB
Jumat: 08.00 – 16.00 WIB
Sabtu dan Minggu: libur
Pada tahun 2024, BBPOM di Medan menerima dua pengaduan, dan seluruhnya telah ditindaklanjuti sesuai dengan Service Level Agreement (SLA).
Sebagai upaya peningkatan kualitas layanan, BBPOM di Medan juga telah melaksanakan Survei Kepuasan Masyarakat (SKM). Survei ini bertujuan untuk mengukur tingkat kepuasan masyarakat, mengetahui kebutuhan dan harapan pengguna layanan, serta menjadi dasar untuk inovasi dan perbaikan layanan publik.
Hasil survei menunjukkan bahwa Indeks Kepuasan Masyarakat (IKM) terhadap pelayanan di BBPOM Medan selama periode Januari–Desember 2024 berada pada kategori “Sangat Memuaskan.”(jns/**)
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