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Gambaran Penanganan Keluhan di Rumah Sakit Amal Sehat Wonogiri

STIKES Yayasan Rumah Sakit Dr. Soetomo, Surabaya, Indonesia

Received: 14 May 2022; Revised: 11 Dec 2022; Accepted: 12 Dec 2022; Available online: 1 Feb 2023; Published: 26 Feb 2023.
Open Access Copyright (c) 2023 MEDIA KESEHATAN MASYARAKAT INDONESIA under http://creativecommons.org/licenses/by-sa/4.0/.

Citation Format:
Abstract

Latar belakang: Komplain dapat diartikan sebagai suatu ekspresi ketidakpuasan terhadap layanan yang harus dianggap sebagai indikator penilaian kinerja organisasi bahkan ketika organisasi melakukan upaya terbaik untuk melayani pelanggan.

Metode: Metode penulisan artikel yang digunakan adalah deskriptif dengan telaah dokumen dan wawancara terhadap pelaksanaan penanganan komplain di Rumah Sakit Amal Sehat. Data dianalisis dengan analisis univariat berbentuk tabel.  

Hasil: Hasil penanganan komplain menunjukkan terdapat 78 komplain yang masuk pada tahun 2021 terdapat 54 komplain ditangani dengan tepat sehingga pasien dan keluarga pasien merasa puas sedangkan sisanya merasa ragu-ragu, tidak puas dan tidak tahu. Komplain tidak tahu berasal dari media sosial dengan identitas pengguna tidak jelas dan komplain ringan yang tidak dilaporkan kepada tim care solution.

Simpulan: Mayoritas keluhan yang tersampaikan kepada tim care solution telah ditangani dengan baik.

Kata kunci: rumah sakit, manajemen komplain, penanganan keluhan

 

ABSTRACT

Title: Overview of Complaint Handling at Wonogiri Amal Sehat Hospital

Background: Complaints can be interpreted as an expression of dissatisfaction with a service that should be considered an indicator of an organization's performance appraisal even as the organization makes its best efforts to serve customers.

Method: The method of writing the article used is descriptive with a review of documents and interviews on the implementation of complaint handling at Amal Sehat hospital. Data were analyzed by univariate analysis in the form of tables.

Result: The results of complaint handling showed that there were 78 complaints that entered in 2021 there were 54 complaints handled appropriately so that patients and patients' families felt satisfied while the rest felt hesitant, dissatisfied and did not know. Complaints do not know come from social media with the identity of users unclear and mild complaints that are not reported to the care solution team.

Conclusion: The majority of complaints submitted to the care solution team have been handled properly.

Keywords: hospital, complaint management, complaint handling

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Keywords: rumah sakit; manajemen komplain; penanganan keluhan

Article Metrics:

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