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All Journal JAKP (Jurnal Administrasi dan Kebijakan Publik) Indian Journal of Forensic Medicine & Toxicology
Nusyirwan Effendi
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Public Health Social Sciences Other

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Patient Satisfaction and Complaints Handling in Health Services Quality Improvement Effort at Sijunjung Public Hospital in West Sumatra, Indonesia Isniati; Rizanda Machmud; Nusyirwan Effendi; Rima Semiarty
Indian Journal of Forensic Medicine & Toxicology Vol. 15 No. 3 (2021): Indian Journal of Forensic Medicine & Toxicology
Publisher : Institute of Medico-legal Publications Pvt Ltd

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37506/ijfmt.v15i3.15799

Abstract

Complaint handling is one of the many strategies for improving health services. It is recognized that patients’ satisfaction is an indicator of the quality of care. A survey on public services revealed that public satisfaction at Sijunjung Hospital was 43.78% in the year 2015 but decreased to 40.18% in 2016. This decrease in public satisfaction is due to patients’ complaints. From 2015 to 2016 there were 198,739 complaints while from 2016 to 2017 the number increased to 208,415. The purpose of this study is to determine the factors of patient’s dissatisfaction with health care services and complaint handling to improve health services quality at Sijunjung Public Hospital. This study uses the mixed method. The initial phase of this research is done by quantitative approach using a cross-sectional design in the form of data collection and analysis. The study involves a qualitative approach using observation method, in-depth interviews, Focus Group Discussions. The study reveals that only half of the inpatients, outpatients, and Emergency Unit patients get excellent health services at Sijunjung Public Hospital. The results of the study suggest that satisfaction of patients requires an individual analysis of the patient’s needs; implementation in the health care system of functions that meet these needs.
Peran Lembaga Swadaya Masyarakat Dalam Penguatan Pemerintahan Lokal Rinawati Rinawati; Nusyirwan Effendi
Jurnal Administrasi dan Kebijakan Publik Vol 7 No 1 (2022): April 2022
Publisher : Laboratorium Administrasi Publik FISIP Universitas Andalas

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25077/jakp.7.1.72-86.2022

Abstract

Development is a must and important in an effort to create community welfare. In carrying out development, it is necessary to cooperate with the government as a development coordinator with parties outside the government who have sensitivity and a sense of social responsibility for development in the community. Community Social Institutions (NGOs) are institutions from the community that can be used as government partners in community development. This program is supported by increasing the capacity of institutions and the community itself through training and counseling. The role of NGOs in strengthening local government, the results obtained are at the structural stage. This means that we can only see the birth of a local government structure which in fact originates from the desire of the community that is formed in a participatory manner. However, to see the role of government that influences the development and welfare of the community, this is still not seen in a concrete way. This is in accordance with the concept of empowerment that empowerment is a process. Local government or empowerment cannot be done in a short time pheriod. Sustainability in this program is needed until the local government can truly be empowered or independent. To increase local government independence, not only carried out by NGOs, but all of relevant parties such as the Regional Government, the Community, and the local government it self, there must be efforts to increase empowerment
Co-Authors Isniati Rima Semiarty Rinawati Rizanda Machmud