A Qualitative Study: Hospital Patient Complaint Management

Hastuti, Siti Kurnia Widi; Baginda, Nikita Cahyani; Anda, Selly Apri

doi:10.20473/jaki.v10i1.2022.31-40

Cited by 3 publications

(2 citation statements)

References 10 publications

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“…The research found that the management of hospital service complaints that are included in these public facilities has been formulated in Law Number (No). 25 of 2009 concerning Public Services, where the submission of suggestions and complaints needs to be made to improve the quality of these services [32].…”

Section: Discussionmentioning

confidence: 99%

Analysis of Patient Satisfaction at Outpatient Installation in the Hospitals: A Systematic Literature Review

Subagja

Rosyidah²

2023

Dis.Prev.Public Heal J.

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Background: A hospital is a public facility that offers services to improve individual health status. One of the services offered by the hospital is an outpatient installation. As healthcare institutions, hospitals need to optimize their quality to ensure patient satisfaction with outpatient services. Method: This research is a systematic literature review that contains reviews of several studies using the PRISMA method. Related articles carry out by https://sinta.kemdikbud.go.id/journals/index/page. Inclusion criteria are the research articles must be published between the years 2018-2023, journals indexed by SINTA 1 or 2, and research subjects who were undergoing outpatient care at hospitals in Indonesia. There were 6 research articles that were close to the inclusion criteria and were determined to be the study material in this study. Results: The results of studies found that the quality of hospital services significantly influences the level of patient satisfaction. The dimensions of satisfaction including tangible, reliability, assurance, responsiveness, and empathy have a significant influence on patient satisfaction, so hospital management should be able to fulfill the five dimensions of satisfaction. Efforts can be made to improve quality by identifying indicators of patient expectations and needs regarding comfort when accessing outpatient services at hospitals Conclusion: Assessment of patient needs can be evaluated by satisfaction surveys or by providing compliant services centers. Thus, the patient's expectations can be used as an improvisational study in optimizing available facilities, the reliability, and responsiveness of officers, as well as the attitude shown by officers toward outpatients at the hospital.

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Section: Discussionmentioning

confidence: 99%

Analysis of Patient Satisfaction at Outpatient Installation in the Hospitals: A Systematic Literature Review

Subagja

Rosyidah²

2023

Dis.Prev.Public Heal J.

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“…Lastly, Hastuti et al (2022) underscores the importance of providing complaintreporting platforms, such as suggestion boxes.…”

Section: Regional Government Policy In the Implementation Of Child-fr...mentioning

confidence: 99%

Regional Government Policy in the Implementation of Child-Friendly City: An Analysis of Way Kanan District

Prasetyawati,

Fauzan,

Amalia

2024

J.D.Hk.

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The child-friendly city concept implementation in Way Kanan City is intended to fulfill the needs of children's rights there. This paper aims to contribute to policymakers’ implementation of child-friendly cities, especially in developing countries, by analyzing how child-friendly cities are implemented and the challenges faced. This article was created using socio-legal research methods. The results of this study show that the implementation is carried out by the Office of Women's Empowerment and Child Protection through several stages, namely, KLA development planning in the form of preparing Regional Action Plans, then implementing KLA development in the form of KLA programs’ implementation by involving all resources and implementing child-friendly school programs as well as monitoring and evaluating KLA development regularly. Implementation constraints come from internal factors. Challenges include limited human resources and an inability to understand women's empowerment and child protection issues, which affect socialization. Public facilities also need improvement to meet child-friendly standards. Meanwhile, technical coordination issues and misunderstandings about the KLA program's purpose arise due to external factors. Societal attitudes towards violence as education hinder program implementation. The suggestion for this research is to improve coordination between stakeholders or increase cooperation with partners to overcome problems regarding the lack of human resources, increase the budget and optimize the implementation of child-friendly city efforts.

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Maternal Death, Quality Services, and Mental Health: A Cycle or Repeated Episode ?

Putri, S.KM., M.Kes.

2022

JAKI

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Maternal issues are classic issues in every edition of the Indonesian Journal of Health Administration. In this issue, our authors, Fatmaningrum et al. (2022), revealed how the COVID-19 pandemic had increased the number of maternal deaths. Research conducted by Ernawaty and Sri (2022) again shows how big the risks Indonesian women must bear during pregnancy and childbirth are. Not only are they risking their lives because they have to give birth to children, but once discharged from treatment, they still have to be faced with high delivery costs. The National Health Insurance does help a lot, but who will help JKN from a deficit if there are many cases of diseases that require huge costs. A systematic review conducted by (Muhlis, 2022) found that the low level of participation in the JKN program was due to various multidimensional factors. This factor is not only related to the ability to pay contributions, but many are due to individual and environmental internal factors.

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A Qualitative Study: Hospital Patient Complaint Management

Cited by 3 publications

References 10 publications

Analysis of Patient Satisfaction at Outpatient Installation in the Hospitals: A Systematic Literature Review

Analysis of Patient Satisfaction at Outpatient Installation in the Hospitals: A Systematic Literature Review

Regional Government Policy in the Implementation of Child-Friendly City: An Analysis of Way Kanan District

Maternal Death, Quality Services, and Mental Health: A Cycle or Repeated Episode ?

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