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Ernita Arif
Universitas Andalas
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Journal : Journal Publicuho

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KOMUNIKASI DALAM PENANGANAN KELUHAN PASIEN DI RUMAH SAKIT KHUSUS BEDAH ROPANASURI KOTA PADANG Fadhil Ahmad; Ernita Arif; Sarmiati
Journal Publicuho Vol. 8 No. 1 (2025): February - April - Journal Publicuho
Publisher : Halu Oleo University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35817/publicuho.v8i1.639

Abstract

Evaluation of complaint handling is very important to improve the quality of service to patients in hospital institutions. This study aims to analyze the implementation of complaint handling and communication barriers in complaint handling at Ropanasuri Surgical Specialty Hospital, Padang, West Sumatra. Qualitative methods through semi-structured interviews were used to explore information related to handling patient complaints. Data analysis was carried out using triangulation techniques, namely data reduction, data presentation, and conclusion drawing. The results revealed that complaint handling at Ropanasuri Surgical Specialty Hospital has not been running optimally because there are still similar and repeated complaints by patients, both related to inadequate infrastructure, doctors who do come not according to schedule, and officers who are less capable of serving patients. The absence of a standard operating procedure for communication-related to handling patient complaints is believed to be the cause of the communication process not being maximized. Communication barriers that often occur are miscommunication between hospital staff and patients regarding referral period information, the wrong poly, and BPJS patients from outside the area who do not follow the correct procedures. This study emphasizes the importance of the existence of standard operating procedures as a guide for handling patient complaints and effective communication training specifically for employees at Ropanasuri Surgical Specialty Hospital.
Co-Authors ., Budiman A.A. Ketut Agung Cahyawan W Abdurrahman Zuhdi Adri Yanto Adzkia Arif Afdal Rizky Afrizal Afrizal Aida Vitayala S Hubeis Aida Vitayala S Hubeis Almegi, Almegi Altavia, Romi Amiruddin Saleh Anak Agung Istri Sri Wiadnyani Andi Saputra Anisa Haswar Annisa Anindya Annisa Citra Triyandra Ardi, Supri Arianto Arianto Arie Erlangga Arif, Adzkia Arifuddin, Muhammad Thaufan Arizona, Willia Asfarilla, Teddi Asmawi Asmawi Asmawi , Asmawi Asmawi Asmawi Asmawi Asmawi Asrinaldi Asrinaldi Astuti, Novena Puji Aswandi Aswandi Aulia Rahman Azima, Fauziah Azwar . Azwar Azwar Azwar, Azwar Bakaruddin Rosyidi Basita Ginting Sugihen Basita Ginting Sugihen budi budi budi Bunga Suci Lestari Charlie Ch Legi Chatra, Emeraldy Dalmenda, Muhammad Al-Amin Dani Prayoga Darwis, Yuliandre Darwis, Yuliandre Dewi Surya Rahmi, Dewi Surya Dewi, Rahmi Surya Diego Diego Eda Elysia Edy Zaputra Efri Nurdin Efrita, Neni Elnita Elnita Elva Rona Ningroem Elva Rona Ningroem Elva Ronaning Roem Emeraldy Chatra Eriandi, Eriandi Eza Safitri Fachri, Febrian Fadhil Ahmad Fahmiyatri, Mimi Febrianty Hanif, Whulan Fitra, Aidina Fitri Al Shibi Furqoni, Ghulam Halim Gusnita, Aulia Hafizah, Sucia Hamdi, Furqanul Handayani Syarief, Holy Helmi Helmi Hendri Dunan Hendri Dunan Henmaidi Henmaidi Hery Bachrizal Tanjung Hidayat Hasibuan, Rony Rahmat Holy Handayani Syarief Idham, Irhamillah Ilham Firdaus Indradin, Indradin Inraddin James Hendra Patar Siregar Jamil, Mistra Jendrius Jendrius Jetas Rahman John Nedy Kambang Karunia, Widya Latifah Gusri Laurensius Arliman S Leni Marsih Lestari, Yayuk Lisa Kurnia Lucky Zamzami M, Anggi Heru M. Reza Kurniawan Melani Rahmadanty Meynalti Handhayani Miko, Alfan Mulyadi, Yandra Muryadi Eko Priyanto Musa Hasintongan Jose Pardede Nadia Adela Nadia Restu Aufiana Nesthy Kheren Nesthy Kheren Nadia Ningroem, Elva Rona Ninuk Purnaningsih Nofiardi Syarif Nova Sari Yudistia Novena Puji Astuti Novena Puji Astuti Novendra, Novendra Novia Amirah Azmi Nursyirwan - Nursyirwan Nursyirwan Nuzuwir Joni Putra, Charlie Doma Putra, Nofri Andeska Putri, Syafni Nolla Rahma Dinantia Junaidi Rahmat Hidayat Rahmat Rio Yuherdi Rahmi Surya Dewi Rany Safitri Riani, Melda Ridha Prima Adri Ridha Prima Adri Riki Chandra Rinaldi Rinaldi Rinaldi Rinaldi Rinaldi Rinaldi Rio Alfian Riswanti, Rita Rizka Fadillah Safitri, Rany Sahman Sahman Sahman Sahman Sahman, Sahman santhiana surya Sarmiati Sarmiati - Sarmiati Sarmiati Sazili Saman Sepni Wita Sevri Pebriona Simanullang*, Fryandi Sri Lestari Nengsih Sri Wahyuni Sri Wahyuni Suranta Tarigan, Muhammad Iqbal Suryanef Suryanef Syafrianto I. Syafril, Asrizul Syamsul Bahri Tanjung, Hery Bachrizal Taufik Taufik Taufiq Ivan Triyandra, Annisa Citra Veronice Veronice Wafi, Fadhlil Wahyu Fitri Welda Yulia Welda Yulia Welda Yulia Whulan Febrianty Hanif Yonariza Yonariza, Yonariza Yuliandre Darwis Zaqia, Afri Nur Zetra, Aidinil Zetra, Aidinil Zis, Sirajul Fuad Zul Irfan Zulvera