Efektivitas Penanganan Keluhan Pasien Pelayanan Kesehatan di Rumah Sakit Bahteramas Sulawesi Tenggara

Authors

Suhadi Suhadi, Fakultas Kesehatan Masyarakat UHOFollow
Alimin Maidin, Department Of Management Administration Hospital, Faculty Of Public Health, Hasanuddin University, Makassar, South Sulawesi, IndonesiaFollow
Sukri Palutturi, Department Of Administration Health Policy, Faculty Of Public Health, Hasanuddin University, Makassar, South Sulawesi, IndonesiaFollow
Burhanuddin Bahar, Department Of Nutrition, Faculty Of Public Health, Hasanuddin University, Makassar, South Sulawesi, IndonesiaFollow
Nurmaladewi Nurmaladewi, Fakultas Kesehatan Masyarakat, Universitas Halu Oleo, Kendari, IndonesiaFollow
Esti Astuty, Rumah Sakit Umum Daerah Bahteramas Prov Sultra. Kendari, IndonesiaFollow

Abstract

to society, but the providing service must be quality and satisfying for patients. One measure of the success
of the service is a complete complaint handling system. This study aims to analyze the effectiveness of the handling
of health service complaints in the Bahteramas Hospital of Southeast-Sulawesi Province. This is a qualitative
research, with case-study approach. Informants are patients and staff of the hospital. Collection data conducted by
in-depth interviews, observation and document review. The results indicate that the handling of complaints of health
services in hospitals has not been entirely effective. In its implementation, there were still many problems including
complaint-handling obstacles, unclear complaint-handling information, partly refusal complaint-handling, a
slow complaint-handling, lack of officers’ sympathy, lack of complaint-handling solutions, no explanation from
the officer, no complaint-handling unit. The implementation of complaints handling in Bahteramas Hospital has
not been effective, there were still some problems faced, namely the aspects of service quality, organizational
behavior and service resources. There are some items needed to enhance by the hodpital namely improvement
of policies, service management, education and training for officers, and fulfillment of service resource needs.

Recommended Citation

Suhadi, Suhadi; Maidin, Alimin; Palutturi, Sukri; Bahar, Burhanuddin; Nurmaladewi, Nurmaladewi; and Astuty, Esti (2019) "Efektivitas Penanganan Keluhan Pasien Pelayanan Kesehatan di Rumah Sakit Bahteramas Sulawesi Tenggara," Media Kesehatan Masyarakat Indonesia: Vol. 15: Iss. 4, Article 7.
DOI: 10.30597/mkmi.v15i4.7894
Available at: https://scholarhub.unhas.ac.id/mkmi/vol15/iss4/7

Pages

400-407

Creative Commons License

This work is licensed under a Creative Commons Attribution-NonCommercial-Share Alike 4.0 International License.

Rights

©2020Suhadi - -, Alimin - Maidin, Sukri - Palutturi, Burhanuddin - Bahar, Nurmaladewi - -, Esti - Astuty

DOI

10.30597/mkmi.v15i4.7894