Benarkah rumahsakit pemerintah menggunakan manajemen keluhan pasien untuk melindungi pembayar pajak? : studi reformasi birokrasi di rumahsakit Bantul diy
Date
2012
Journal Title
Journal ISSN
Volume Title
Publisher
Pusat Kebijakan dan Manajemen Kesehatan, Universitas Gadjah Mada, Yogyakarta, ID
Abstract
Background: Hospitals are generally moving towards a system
of management based on business concepts that lead to
market mechanisms and principles of efficiency. The concern
for customers shown by the existence of mechanisms to recognize
what is required by customers and by service providers
reflects the values ??prevailing in the organization. Indicators
of service (BOR) in Panembahan Senopati Bantul District
Hospital reached 89.28%; this suggested that the utilization of
beds had already exceeded the standard. This could lead to
undesirable conditions when good quality services in terms of
facilities and infrastructure including the management were
not appropriately done.
Objective: To determine the strategy of complaints management
in the implementation of quality management systems at
Panembahan Senopati District Hospital, Bantul.
Method: This was a case-study research and the subjects
were patients in outpatient and inpatient units selected by
purposive sampling. The instruments were interviews to director,
head of development section, and public relations, and
observations. The data analysis was done descriptively and
qualitatively.
Results: Bantul District Government and hospital board of
directors had implemented TQM, although it had not yet implemented
optimally. Standard operating procedures (SOPs)and
special teams that managed complaints were not fully provided.
Various facilities to deliver complaints had been available
such as suggestion boxes, SMS center, telephone, web,
email, and dialogues through radio and television as well as
printed media. External customers preferred direct complaint
delivery but in fact more external customers used SMS center
to convey their complaints. Complaint management that had
been set by the director had not been implemented totaly, especially
in terms of follow-up.
Conclusion: In order to fully implement complaint management,
there should be special teams or units that handle complaints
equipped with SOPs in all lines.
Description
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Journal Article (peer-reviewed)
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Text
Keywords
HEALTH-CARE DELIVERY, PROGRAMME EVALUATION, HOSPITAL ADMINISTRATION, HEALTH POLICY, COMPLAINTS AGAINST MEDICAL PERSONNEL, INDONESIA--BANTUL
Citation
Suryati, S., Hasanbasri, M., & Siwi Padmawati, R. (2012). Benarkah rumahsakit pemerintah menggunakan manajemen keluhan pasien untuk melindungi pembayar pajak? studi reformasi birokrasi di rumahsakit Bantul diy. Jurnal Kebijakan Kesehatan Indonesia, 1(2): 62-68.