Original Research Article
Year: 2023 | Month: August | Volume: 13 | Issue: 8 | Pages: 136-151
DOI: https://doi.org/10.52403/ijhsr.20230821
Analysis of Visitor Complaint Handling RSUP Dr. Tadjuddin Chalid Makassar City: Qualitative Approach
Zainuddin1, Rika Handayani2, Muhammad Basir3, Momen Amalia4
1,2,3Graduate Program, Megarezky University, Makassar, Indonesia
4Hospital Administration Study Program, Megarezky University, Makassar, Indonesia
Corresponding Author: Zainuddin
ABSTRACT
Complaint handling is a problem faced by customers due to dissatisfaction with the services received from service providers. This study aims to determine the input and process of handling complaints to visitors at RSUP Dr. Tadjuddin Chalid Makassar City. This research uses a qualitative approach that is descriptive in nature. Aims to find out more about Analysis of Complaint Handling in Visitors to RSUP Dr. Tadjuddin Chalid Makassar. By conducting in-depth interview techniques and observations of informants. The results of the study showed that the handling of complaints at RSUP Dr. Tadjuddin Chalid Makassar is quite good, this can be seen from the facilities and infrastructure provided to make it easier for complainants to make complaints and to follow up on any incoming complaints. This can be seen from, the inputs are SOPs that are used as a reference for the Hospital in handling complaints, infrastructure facilities only have complaint forms and social media that make it easier for complainants to submit complaints, and employees do not receive training on handling complaints. The process of receiving all complaints submitted by the complainant and responding quickly, accurately and responsibly in handling complaints and re-evaluating complaints to the extent to which complaints that have occurred are coordinated with each other in the unit that is the complaint.
Key words: Handling of Complaints, Input, Standard Operating Procedures