This research aims to be able to find out and analyze the implementation of Standard Operating Procedures (SOP) as a policy for prime public health services during the new normal era due to the Covid-19 pandemic outbreak which resulted in an increase in demand for public health services that occurred at the Landak regional public hospital. West Kalimantan province. In addition, to know and analyze what are the driving and inhibiting factors in implementing the SOP for health services. which is implemented by the Landak Regional General Hospital in West Kalimantan. In this study the authors analyzed the data using a qualitative descriptive approach which included several stages or a series of data collection techniques, namely observation, interviews, and documentation. The main subject are those who can provide the information and data needed by the author in fulfilling the preparation of this research. The results obtained in this research show quite good results, in the same direction and in accordance with the established SOP. In this study, we also found some findings of phenomena that occur in the implementation of SOP policies, but these things become a variation in their application in the field. The implementation of policies contained in the SOP is running quite well, the parties involved in it carry out existing health service procedures so that they can provide excellent service in accordance with what is needed in facing the new normal era.

Keywords: Excellent Service; Health Services; Implementation; Standard Operating Procedured (SOP)