PENANGANAN KOMPLAIN DI RUMAH SAKIT

THE COMPLAINTS HANDLING IN THE HOSPITAL

Abstract

Background: Complaint management is a strategy used by agencies in dealing with consumer complaints. Seeing consumer complaints
is an opportunity for agencies to retain consumers. Through an effective complaint handling process, information from customers
will be obtained as input in improving and developing agency service activities. Complaints are a form of dissatisfaction with information
or services received. Thus, complaints can solve customer dissatisfaction problems in hospital services to improve hospital quality.
Objective: This study aims to evaluate the effectiveness of handling complaints at the Panti Rapih Hospital.
Methods: This research is qualitative. Subjects in the study were ten officers who often handled complaints. The study was conducted
in May-June 2019 at Panti Rapih Hospital.
Results: The availability of supporting facilities is adequate, including complaint channels via SMS, email, via telephone, suggestion
box, complaint sheet. All staff have received training in effective communication. The flow and procedures for handling complaints
have been maximized. However, their many complaints are still repeated. The process of monitoring and evaluating complaint handling
reporting documentation has been running optimally. The response time for handling complaints is perfect because all cases
are handled on average 1x24 hours, the response time reaches 95%.
Conclusion: The handling of complaints at the Panti Rapih Hospital has been maximized but ineffective. The handling is not yet effective
because the information system process does not support the complaint handling process, for example, the delivery of information to
patients who have not been able to in real-time. The mechanism for handling complaints is carried out by submitting complaints verbally
and in writing to the maximum extent.