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Kusumo, Mahendro Prasetyo
Masters Of Hospital Administration Program, Universitas Muhammadiyah Yogyakarta, Bantul, Indonesia
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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 Ahdiana Yuni Lestari Anggit Budiarto Anggraini, Panji Tutut Anwar Kholid Arlina Dewi Arsy, Mecca Lestina Danang Wahyu Muhammad Diana Dewi Hestia Ferly Junita Lahay Ikhlas Muhammad Jenie Iman Permana Kusbaryanto Lubis, Debi Christian Maunah, Ning Muhammad Eko Atmojo, Muhammad Eko Nabila Ardia Pramono Najib Budhi Wardoyo Ni Putu Susari Widianingsih Nur Hidayah Nuryakin, Nuryakin Pamudji, Clarissa Rayna Savealty Panji Tutut Anggraeni Perdana, Vicky Alfitra Primanda, Yanuar Primanda Rosadi, Moch Zuhrul Balad Sakir Sakir Saputro, Ivan Dwi Setyani, Seswiyati Asri Sudarmanto, Alfan Al Ghifari Susila, M. Endriyo Titiek Suhardi Haripurnomo Kushadiwijaya Hidayati Veronica Retno Setyaningsih Winy Setyo Nugroho Wisnu Murti Yani Wiwik Kusumawati, Wiwik Yanuar Primanda Primanda Zulkhah Noor