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Journal : Public Health Perspective Journal

Analysis of Complaint Management in RSUD Tugurejo Soeyono, Aini; Zahroh Shaluhiyah, Zahroh; Arso, Septo Pawelas
Public Health Perspective Journal Vol 6, No 1 (2021): April 2021
Publisher : Universitas Negeri Semarang

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Abstract

complaint is an expression of dissatisfaction with a service or product provided. Patient complaints are a source of information in improving the quality of service Patient complaints are a source of information in improving service quality and detecting deficiencies in the health care system in the hospital. The most recurring complaints at Tugurejo Hospital in 2017 - 2019 were complaints about doctor services at the Outpatient Installation and infrastructure at Tugurejo Hospital. The purpose of this study was to analyze the complaint management system for doctor services in outpatient installations and infrastructure using the Managerial Operational Technique (MOT) method. This research is a descriptive qualitative research with a case study approach. The research instrument is the researcher himself. Data collection was carried out by in-depth interviews, observation and documentation. The informants of this study were the Customer Service coordinator, the head of the household division, the head of the general division, the head of the outpatient services section, and doctors in the outpatient installation. Triangulation informants were the deputy director general and finance and deputy director of services at the Tugurejo Hospital. The results showed that the complaint management system of the tugurejo hospital in the managerial dimension, namely the strategic plan and organizational structure was good. In the leadership dimension, it was found that some leaders were not good communicators. In the staff dimension, educational backgrounds in the Customer Service unit vary. This is due to limited manpower and budget so that the hospital optimizes existing personnel. For staff training regarding hospital services it has been done but it is not specific about the handling of complaints. In the dimension of work culture, a culture of openness to complaints by doctors and not strict management is one of the consequences of recurring complaints about doctor services in outpatient installations. For the operational dimension, namely the implementation process for complaint handling has been going well. The management of change has been going well, although there are still many obstacles in its implementation. The output management needs to be improved for each unit, namely monitoring and evaluation. In the dimension of obstacles in the household subsection is the budget, for the service sector is openness to complaints and lack of firm management. For the technical dimension, the capability and information system of recording each section have not been implemented optimally.
Co-Authors A., Oktarisa Khairiyah AA Sudharmawan, AA Adi Heru Husodo Adi, Lukas Tersono Adi, Matheus Sakundarno Aditya Kusumawati Aditya Kusumawati, Aditya Adzika, Alda Afifah, Aini Ula Agnes Nova Astrida Purba Agung Budianto Agus Soewandono Agus Suwandono Ahla Hulaila Aini Soeyono Aisyah Lahdji Akha Pratila Sari Amalia, Aam Amalinda Kris Wijayanti Amanupunnyo, Notesya Astri Ambarani, Eghia Laditra Andi Ardiansyah Nurdin Ani Margawati Ani Margawati Ani Purwanti Anik Widyastuti Anindhita Setianingrum Anita Nugrahaeni Anna Uswatun Qoyimah Annastasia Ediati Annisa Novanda Maharani Utami Antono Surjoputro Antono Surjoputro Antono Surjoputro Antono Suryoputro Antono Suryoputro Antono Suryoputro Antono Suryoputro Antono Suryoputro Antono Suryoputroa, Antono Antono Suryosaputro Any Setyawati Apoina Kartini Aprianti, Aprianti Aprilliana, Risma Ardiningsih, Eka Setya Argyo Demartoto, Argyo Arianto Arianto Arrum Firda Ayu Maqfiroch, Arrum Firda Ayu Asih Puji Utami Asih, Suci Asnia Uliya Devi Auliya Rahmawati Ayu Fitriani Ayun Sriatmi Bagoes Widjanarko Bagoes Widjarnako Baju Widjasena Basiroh, Umi Malikhatul Benita Noffritasari Benita Noffritasari Berlian Rachmani Besar Tirto Husodo Besar Tirto Husodo Besar Tirto Husodo Bina Kurniawan Boediarsih Boediarsih, Boediarsih Bugis, Nova Cahya Ningrum Cahya Tri Purnami Cahya Tri Purnami, Cahya Cahya Tri Utami Chania Oktrisia Chintya Dewi Prastica Putri Chriswardhani Suryawati Damayanti, Ria Daranida Normandia Visina Darmoris, Darmoris Daru Lestantyo Daru Lestantyo Daru Lestantyo Deaselia Carmelita Delita Septialti Delita Septialti Della Zulfa Rifda Denali, Citra Desi, Nina Maria Dewa Ayu Putu Mariana Kencanawati, Dewa Ayu Dewi, Miralda Septri Dian Ardyanti Rauf Dian Femala Dina Lusiana Setyowati Dwi Murtono Dwi Pudjonarko Dwi Susilawati Dwi Sutiningsih Dwiantoro , Luky Dyah Anantalia Widyastari Efa Nugroho Eghia Laditra Ambarani Eghia Laditra Ambarani Ekowati, Ekowati Elisabeth Samaran Elisra Prabawanti Mahadi Emmy Riyanti Eny Widiyasari Eridani Khairunnisa Eva Lestari Eva Lestari Evicenna Naftuchah Riani Fairuza Alief Fankari, Ferdinan Farah Husna Fadhilah Farid Agushybana Farid Farid Agushybana Farid Noor Fathin, Fawzia Haura Fatimatuzahro Fatimatuzahro Fatimatuzahro Fatimatuzahro Fatimatuzahro Fatimatuzahro Fauni, Alimni Mayang Febyanesti, Athika Reza Ferdian, Nizaar Firdha Rahma Nurbadlina Firdha Rahma Nurbadlina Gita Fajrianti Gunadi Gunadi Hafidzah, Ummi Khoirul Handayani, Novia Handayani, Sri Handayani, Thukul Prasiddha Hanwaring Puri, Citra Hapsari, Ariska Tri Harbandinah Pietojo Hasna Fadhilah Muflihah Hati, Konstantinus Heni Pujiastuti Heni Purnamasari Henry Setyawan Susanto Henry Setyawan Susanto Herdanindita, Erdelia Heri Winarno Herlin Fitriani Kurniawati Hery Setiawan, Hery Hillary Jeany Alfaresedes Ida Wahyuni Ida Widiawati, Ida Ika Mustikasari, Ika In Rahmad Widiyanto Muhni Inayanti, Eli Indira Krisma Rusady Indriyani Indriyani Iswati, Indah Ita Alman Andela Jayawarsa, A.A. Ketut Justin Parahita Karin Gandeswari Karisma, Riski Candra Karyono Karyono Kezia Albertha Khairiyah, Oktarisa Kharimaturrohmah, Ima Khoiriyah Isni Kristawansari, Kristawansari Kurnia Ramadhani, Kurnia Kurniawan, Yuniar Deddy Kurniawati Danu Iswanto, Rery Kusyogo Cahyo Kusyogo Cahyo Laila Wahid Laksmono Widagdo Laksmono Widagdo Laksmono Widagdo Larasati, Nurina Dyah Lela Ayu Rezza Bella Lestari, Heni Eka Lily Kresnowati Lukas Tersono Adi Luky Dwiantoro M. Sakundarno Adi MARIA BINTANG Martha Irene Kartasurya Maryam Alifia Nurhayu Mateus Sakundarno Adi, Mateus Sakundarno Matheus Sakundarno Adi Mita Anindita, Mita Muchlis Achsan Udji Sofro Muhammad Amrullah Pagala Muhammad Azinar Mulawarman, Andi Murtono, Dwi Mushofa, Syamsulhuda Budi Mustafa, Syamsulhuda Budi Musthofa, Syamsul Huda Budi Nabilah Salsabilah Najma Fitya Afifa Nanik Setiyawati, Nanik Nari, Jois Nia Primilies Oktania Nicholas J Ford Nicholas J. Ford Niken Meilani Niken Meilani Notesya Astri Amanupunnyo Nova Fitria, Nova Nugrahaeni, Anita Nugroho, Farid Setyo Nur Shadrina Nasution Nurdin, Andi Ardiansyah Nurrachma, Adennisa Yunitasari Nurul Laili Hidayati Rizqie Oktania, Nia Primilies Pandega, Arif Parahita, Justin Paramytha Magdalena Sukarno Putri Pasaribu Habeahan, Rosdiana Oktaviani Prastiwi, Nining Pratiwi Sulistyani Pratiwi, Nastiti Bandari Prisca Dama Shinta Priyadi Nugraha P Priyadi Nugraha Prabamurti Puguh Riyanto Puguh Riyanto Puja Anggun Febiani Puri Fatma Sari Puri, Citra Hanwaring Purnamawati, Rifka Putri Ade Chandra Putri Asmita Wigati putri sari nugrahaning dewi Putri, Shieldine Putriyani, Yuni Qatrannada, Shabrina Arifia Qoyimah, Anna Uswatun Qurrota Ayun Rahayu, Lintang Kemuning Mustikaning Rani Tiara Desty Ratih Indraswari Ratih Indraswari ratih indraswari Ratna Dewi Handayani, Ratna Dewi Ratna Trisilawati Ratri Kartikasasmi Ratri Kartikasasmi Ratu Matahari Revi Rosavika Kinansi Revi Rosavika Kinansi Riendy Aanisah Putri Riki Susmiati, Riki Rinto B Rizky Amelia Rochmiati Rochmiati Sabrina Gayatri Sakundarno Adi Salma Adilah Putri Salsabilah, Nabilah Santoso Ujang Effendi Saroh Saroh, Saroh Sasanti, Serafina Damar Satar Satar, Satar Septialti, Delita Septian Emma Dwi Jatmika, Septian Emma Dwi Septo Pawelas Arso Septo Pawelas Arso Shabrina Hasnaulia Safarah Shinta Kristianti Shofa, Ikhwanush Silvi Ayu Rakhmawati Sinta Lestari Sipayung, Putri Labibah Asrianto Siswi Jayanti Siti Chunaeni Siti Masfiah Siti Waghisatul Astutik Sofro, Muchlis AU Sofwan Indarjo Sri Achadi Nugraheni Sri Endang Windiarti Sri Suwitri Sri Winarni Sri Winarni Suci Asih Suci Musvita Ayu Sugiarto, Heri Suhardi S Sukenty, Ninik Trisnawati Sulastri Sulastri Sulistiyani Sulistiyani Suryosaputro, Antono Susi Iravati Susilaksmi, Ida Susilaningsih, Is Sutiyono Sutiyono Sutopo Patria Jati Suwarno Suwarno, Suwarno Swastika, Dita Primanda Arum Syamsul Huda Budi Musthofa Syamsulhuda BM Syamsulhuda Budi Mustofa Syamsulhuda Budi Mustofa Tamara Yushe Tanjung Anitasari Indah Kusumaningrum Titi Legiati PS Tri Nurul Azizah Ulwiyah, Lathifah Umi Malikhatul Basiroh Ummi Khoirul Hafidzah Utin Susmayani Utin Susmayani Utomo, Achmad Yoga Setyo Wahyuni Wulandari Wardhani, Putri Kusuma Wening Widjajanti Wening Widjajanti Wenny Wahyuni, Wenny Widjanarko, Bagus Wijaya Hermawan, Gandha Yekrita Selena Sitohang Yulia Elesta Nitbani Yuniarti Yuniarti Yuningsih, Silvia Anita Yunita Widyastuti Yuzzi Afraniza Zainab Zakiudin, Ahmad Zidni Nazria Zulfikri Zulkaidah Zulkaidah Zulkaidah, Zulkaidah