Research Article
Mechanisms for Managing Complaints in Kajen Hospital, Pekalongan Regency
@INPROCEEDINGS{10.4108/eai.21-10-2019.2294381, author={Herbasuki Nurcahyanto}, title={Mechanisms for Managing Complaints in Kajen Hospital, Pekalongan Regency}, proceedings={Proceedings of the 4th International Conference on Indonesian Social and Political Enquiries, ICISPE 2019, 21-22 October 2019, Semarang, Central Java, Indonesia}, publisher={EAI}, proceedings_a={ICISPE}, year={2020}, month={4}, keywords={management of patient complaints}, doi={10.4108/eai.21-10-2019.2294381} }- Herbasuki Nurcahyanto
Year: 2020
Mechanisms for Managing Complaints in Kajen Hospital, Pekalongan Regency
ICISPE
EAI
DOI: 10.4108/eai.21-10-2019.2294381
Abstract
Patient complaints are an indicator of the public services, which have not met community satisfaction. This study conducted at Kajen Hospital in Pekalongan district aims at analyzing the management of patient complaints and identifying various obstacles. The study uses qualitative methods. The results show that patient complaints can be made in various ways, namely through SMS call center, Kajen regional hospital web, Kajen regional hospital WhatsApp and in the conventional way using letters. The speed of response in handling complaints is above the standards set by SNARS. This complaint handling uses the Plan Do Study Action (PDSA) approach. Obstacles that can be identified are, among others, limited number of professional staff and a specific room for complaints. In order to improve further performance, a variety of professional support facilities and resources are needed to overcome increasingly complex challenges in the future.