Effectiveness of Handling Customer Complaints at Melati Perbaungan General Hospital

• Author(s): Brawa Tama Unsandy ; Ermi Girsang
• Paper ID: 1703115
• Page: 204-210
• Published Date: 22-01-2022
• Published In: Iconic Research And Engineering Journals
• Publisher: IRE Journals
• e-ISSN: 2456-8880
• Volume/Issue: Volume 5 Issue 7 January-2022

Abstract

Health is an important aspect in human life. Everyone will do various ways to get good health, one of which is by going to health services such as hospitals. The development of increasingly advanced hospitals makes the hospital management compete to provide quality health services in order to create patient satisfaction by utilizing every available resource to achieve quality service goals and to minimize complaints from patients about the services provided by the hospital. . The purpose of this study was to analyze the effectiveness of the process of handling complaints or complaints by the Marketing and Public Relations Installation of the Melati Perbaungan General Hospital. This study uses a type of qualitative research. The research method used is a descriptive approach, namely making a systematic, factual, accurate description of the facts and characteristics of a particular population or object. The selection of resource persons in this study refers to two principles, namely, the principle of conformity where the informant has knowledge and is directly involved in complaint handling activities and the principle of adequacy where the number of sources is determined according to the adequacy of the information obtained by the researcher. Researchers conducted in-depth interviews with staff who were directly involved in complaint handling activities. The analytical technique used is by analyzing information using content analysis, the results of the analysis are used to answer the variables studied and presented in a narrative manner in groups and the appropriate classification of topics and categories, then compare the results of the research with the theory of results and literature studies. The results showed that the complaints that were mostly submitted by customers were related to patient administration, doctor and nurse services, rates and hospital facilities. Customers can submit their complaints directly or indirectly through the facilities provided by the hospital such as suggestion boxes, letters, sms, telephone and email. The public relations department acts as a mediator in resolving complaints between customers and related work units. Public relations has a strategic role to prevent misunderstandings between customers and doctors, nurses, and hospital staff. Improvements to facilities for submitting complaints need to be made so that they can motivate customers to submit complaints to the hospital. A new innovation is needed by utilizing information technology to provide all the complete information needed by customers at Perbaungan Melati Hospital. This is expected to minimize complaints from customers regarding the services provided by the Perbaungan Melati Hospital.

Keywords

Complaints, Customers, Perbaungan Jasmine Hospital

Citations

IRE Journals:
Brawa Tama Unsandy , Ermi Girsang "Effectiveness of Handling Customer Complaints at Melati Perbaungan General Hospital" Iconic Research And Engineering Journals Volume 5 Issue 7 2022 Page 204-210

IEEE:
Brawa Tama Unsandy , Ermi Girsang "Effectiveness of Handling Customer Complaints at Melati Perbaungan General Hospital" Iconic Research And Engineering Journals, 5(7)