MANAJEMEN KOMPLAIN
Background: The latest technology and information development, brought an implication toward the way people delivered complaints to the public service. Complaints are an inevitable unsatisfied statement that happen in a public service, inculding the health service in a hospital, that would bring a s...
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| Main Authors: | , |
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| Format: | Theses and Dissertations NonPeerReviewed |
| Published: |
[Yogyakarta] : Universitas Gadjah Mada
2014
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| Subjects: | |
| Online Access: | https://repository.ugm.ac.id/129151/ http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=69529 |
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| Institution: | Universitas Gadjah Mada |
| Summary: | Background: The latest technology and information development, brought an
implication toward the way people delivered complaints to the public service.
Complaints are an inevitable unsatisfied statement that happen in a public service,
inculding the health service in a hospital, that would bring a serious impact to the
hospital if the complaints are not handled by an effective officer communication.
Objective: This research aimed to give an explanation of patient complaints
management toward the hospital health service.
Method: A descriptive case study with a single-case embedded design. Sampling
method with purposive sample in different using a maximum variation technique
based on intensity cases. Data taken with an observational technique and in-depth
interview, than analysed using the pattern matching technique.
Result and discussion: The officer that become informan were 7 people with a
variation in aged, sex, work duration and office placement. Result founded that
there is no written complaint handling pathway, but the implementation already
done in tiered according to severe-mild complaints. Respons time using fire
brigade principle which done as fast as you can without any delay within fastest
time completion 15 minutes and the longest 3 days. Officer communication
handled was not effective enough seen through the receiver message.
Conclusion and recommendation: Communication technique in complaints
management at RSUD Karangasem effective enough, but there is no written
standard such as complaints handling pathway, standar procedure operational, and
manual effective communication in handling the complaints.
Key words: complaints, communication, health service, hospital officer |
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