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Nuryakin, Nuryakin
Universitas Muhammadiyah Yogyakarta
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Complaint Handling Management at St. Rafael Cancar General Hospital Lubis, Debi Christian; Nuryakin, Nuryakin; Kusumo, Mahendro Prasetyo
Budapest International Research and Critics Institute (BIRCI-Journal): Humanities and Social Sciences Vol 4, No 3 (2021): Budapest International Research and Critics Institute August
Publisher : Budapest International Research and Critics University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33258/birci.v4i3.2185

Abstract

Hospital patients can respond to meet the expectations and realities of the health service they received. If it does not meet their expectations, there will be dissatisfaction. Consumer dissatisfaction is conveyed in the form of criticism and complaints, so good complaint management is required to provide an early warning system to anticipate serious safety incidents resulting in patient dissatisfaction. This includes complaints at St. Rafael Cancar General Hospital, Manggarai, East Nusa Tenggara, where most patients complained about the completeness of inpatient and outpatient services, resulting in a review of the Management of Complaint Handling in Health Services at St. Rafael Cancar General Hospital. This research was conducted on internal management and external patients at St. Rafael Cancar General Hospital, Manggarai, East Nusa Tenggara using qualitative descriptive method with observation and interview with public relations division and patients who have been treated at St. Rafael Cancar General Hospital. The results showed that the management of complaint handling at St. Rafael Cancar General Hospital has not implemented a tiered line of responsibility for complaints. The Public Relations Department often has a role as a complaint resolution party, even though its main function is as a mediator between customers and related units in the management of complaint handling at St. Rafael Cancar General Hospital. Supervision and documentation of complaints at St. Rafael Cancar General Hospital has not developed a Hospital Complaint Management Information System for the effectiveness of complaint resolution control. Patient evaluations showed that they were quite satisfied with the service and follow up on the complaints they have submitted, but there were some service facilities that they think still lacking.
Co-Authors Agung, Tan Ray AGUS PRASTYO Ananda Rizky Rahmadayanti Anggara, Dody Chandra Anjelisa, Anjelisa Arni Arni Baskara, Abdullah Belliani, Arisca Debby Anggriansyah Dola Fitritha Raras Handayani Ezza Chairurrizqie Fakhrudin, Arif Fatmawati , Indah Fatmawati, Indah Firda Mokodongan Firman Pribadi Firman Pribadi Handayani, Siti Diyah Handayani, Siti Dyah Heru Kurnianto Tjahjono Heru Kurnianto Tjahjono Heru Kurnianto Tjahjono Hery Widijanto Husein Lubis, Manda Rahmat Hussein Gibreel Musa Ika Nurul Qomari Iqbal Miftakhul Mujtahid Junarta, Harbyanto Khoiruddin, Mochammad Kusumo, Mahendro Prasetyo Lubis, Debi Christian Maghfira Rizky Maulani Manda Rahmat Husein Lubis Martha, Haryadi Lisya Musa, Hussein Gibreel Nabillah, Nisfatun Nadia May Nanda Nandrianina Louis Pierre Rakotoarizaka Nur Hidayah Pradana, Fawzi Rizki Priyambodo Wahyu Jatmiko Qamari, Ika Nurul Qurrotul Aini Rakotoarizaka, Nandrianina Louis Pierre Retno Widowati Retno Widowati PA Safira, Elsi Sarofah, Nafidlotul Sekarjati, Bella Devi Siswoyo Haryono Supangkat, Gatot Susanto Susanto Susanto Susanto Suyanto , M. Titi Darmi Wahyuningsih, Sri Handari Widia Febriana yuwono, wiji