STRATEGI PENGELOLAAN KELUHAN PELANGGAN DI RUMAH SAKIT UMUM DAERAH PANEMBAHAN SENOPATI BANTUL
| Main Authors: | , Siti Suryati, , dr. Mubasysyir Hasanbasri, MA. |
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| Format: | Thesis NonPeerReviewed |
| Terbitan: |
[Yogyakarta] : Universitas Gadjah Mada
, 2011
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| Subjects: | |
| Online Access: |
https://repository.ugm.ac.id/89467/ http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=51991 |
Daftar Isi:
- Background: Hospitals are generally moving towards a system of management based on business concepts that lead to market mechanisms and principles of efficiency. Concern for customers shown by the existence of mechanisms to recognize what is required by customers and service providers ditujukkan in behavior that reflects the values prevailing in the organization. Indicators of service (BOR) in hospitals in Bantul Senopati Panembahan 89.28%, this suggests that the utilization of beds already exceeds the standard. These conditions are, if not accompanied by good quality services in terms of facilities and infrastructure including the management of its management, it is not impossible to experience things that are not desirable. Objective: to know the strategy of management of handling customer complaints and how customer complaints are managed within the framework of the implementation of quality management systems in hospitals Panembahan Senopati Bantul. Method: a case study with customer research subjects outpatient and inpatient selected by purposive sampling and interviews to cover management director, head of development, public relations, and make observations. Data analysis was done descriptively and qualitatively. Results: The District Government and the directors have implemented TQM, although not yet implemented optimally. Permanent procedure and a special team that handles complaints not all there. Various facilities are available for redress of grievances, among others through suggestion boxes, SMS center, telephone, web, email, a dialogue through radio and television, and print media. External customers prefer direct delivery, if there are complaints, but in fact the more external customer complaints through the SMS center. Handling complaints that have been set by the director has not been implemented in totality, especially in terms of followup. Conclusion: In order for the management of customer complaints can be implemented optimally it needs no special teams or units that are equipped to handle complaints procedures and the implementation of the procedure remains fixed in all lines.