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All Journal Indonesian Journal of Global Health research Proceeding Mulawarman International Conference on Tropical Public Health
Ekawati, Muftiana Finansi
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Education Health Professions Languange, Linguistic, Communication & Media Nursing Public Health

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Analysis of Health Worker in Handling Complaints Management at Balikpapan Baru Hospital : A Qualitative Study Ekawati, Muftiana Finansi
Mulawarman International Conference on Tropical Public Health Vol. 1 No. 1 (2025): The 3th MICTOPH
Publisher : Faculty of Public Health Mulawarman University, Indonesia

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Abstract

Background : Complaint organize was very important for hospital. The complaint can use from the patient or their family. Because they grievances can be used to improve the standard of healthcwere services offered. Apart from the fact that patient complaints can be used as information to improve the quality of health services provided, good complaint handling can improve hospital branding.in the current era of social media, hospitals were creating branding in droves. Balikpapan Baru who one of private hospital in Balikpapan which its motto “Trust Patners for your Health”. Objective : Research Methods/ Implementation Methods : The method was by conducting in-depth interviews and document reviews. The sampling technique was purposive sampling. The research instruments were the researcher himself, in-depth interview guide, observation guide, note-taking tool, notebook and recording tool. Results : Conclusion/Lesson LeaObstacles related to the flow and the person who was the verifier in handling complaints as the spearhead of the complaint handling flow can be a consideration for preparing band improving the flow in the future. including in the complaint form itself, there can be no difference between one and the other.rned :
Analysis of Patient Complaint Handling Management Regarding Health Services in Maintaining Hospital Quality Ekawati, Muftiana Finansi; Bakhtiar, Rahmat; Sedionoto, Blego
Indonesian Journal of Global Health Research Vol 7 No 4 (2025): Indonesian Journal of Global Health Research
Publisher : GLOBAL HEALTH SCIENCE GROUP

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37287/ijghr.v7i4.6326

Abstract

Complaints received by hospitals from patients and their families have the potential to provide (early) warnings that, if followed up, can prevent patient safety incidents. Complaints about services can be used to improve the standard of health facility services. Therefore, organizing complaint forms for hospitals minimizes complaints in the hope of reducing the risk of patient safety hazards and improving the quality of hospital services. This study aims to analyze and explore the management of complaint handling at Balikpapan Baru Hospital. Using a qualitative research method with a phenomenological approach with researchers as instruments. In-depth interviews with 5 informants through purpose sampling techniques. Data sources in the form of patient complaints for the period July-November 2023. Most patient complaints were related to the behavior (communication method) of health workers, patients who submitted complaints were directly directed to fill in and there were obstacles in the form of differences in perception of complaint categories by health workers. Complaint handling management at Balikpapan Baru Hospital is managed by team and involves various units. There were obstacles in the form of different perceptions in filling out the form and different responses regarding complaint handling related to communication between health workers.
Co-Authors Bakhtiar, Rahmat Blego Sedionoto, Blego