ANALYSIS OF COMPLAINT HANDLING SYSTEM IMPLEMENTATION IN IMPROVING SERVICE QUALITY AT THE OUTPATIENT INSTALLATION OF HOSPITAL X IN LAMONGAN REGENCY

Ilham Nazaruddin; Muhamad Ganda Saputra; Nahardian Vica Rahmawati; Fara Nurdiana

doi:10.62354/jurnalmedicare.v5i4.615

Penulis

Ilham Nazaruddin Muhammadiyah University of Lamongan
Muhamad Ganda Saputra Muhammadiyah University of Lamongan
Nahardian Vica Rahmawati Muhammadiyah University of Lamongan
Fara Nurdiana Muhammadiyah University of Lamongan

DOI:

https://doi.org/10.62354/jurnalmedicare.v5i4.615

Abstrak

Background: Complaint handling is an important component of hospital service quality improvement. Patient complaints can provide valuable information for identifying problems in healthcare services and determining areas for improvement. Aims: This study aimed to analyze the implementation of the complaint handling system at the outpatient installation based on the dimensions of responsiveness, fairness, accessibility, and feedback communication. Methods: This study employed a descriptive quantitative design with a cross-sectional approach. The sample consisted of 37 outpatients who had submitted complaints and were selected using accidental sampling. Data were collected using a questionnaire and analyzed using frequency distributions and percentages. Result: The overall implementation of the complaint handling system was categorized as good, with a percentage of 75.7%. Based on each dimension, responsiveness was categorized as good at 75.7%, fairness at 70.3%, accessibility at 73.0%, and feedback communication at 75.7%. Conclusion: The complaint handling system was generally implemented well. However, improvements are still needed in response speed, accessibility of complaint submission, and follow-up communication to support continuous improvement in hospital service quality.

Keywords: Accessibility; Complaint Handling; Fairness; Feedback Communication; Responsiveness

Unduhan

Data unduhan belum tersedia.

Kata Kunci:

accessibility, complaint handling, fairness, feedback communication, responsiveness

Referensi

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