Proceedings of the 6th International Conference on Vocational Education Applied Science and Technology (ICVEAST 2023)

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Overview of Inpatient Complaint Handling at Hospital X in 2022

Authors
Supriadi1, *, Rika Nurkia Seisabila1
1Applied Health Department, VocationalEducationProgram, Universitas Indonesia, Depok, 16424, Indonesia
*Corresponding author.
Corresponding Author
Supriadi
Available Online 31 October 2023.
DOI
10.2991/978-2-38476-132-6_22How to use a DOI?
Keywords
complaint handling; complaint themes; satisfaction in patient
Abstract

Patient complaints are an expression of patient dissatisfaction with the services they receive, but for hospitals it should be considered as an indicator of organizational performance in an effort to improve service quality so that patients remain loyal to the hospital. This study aims to get an overview of the handling of inpatient complaints at X Hospital in 2022. This research is a descriptive study which uses primary data from interviews with the head of the marketing unit and secondary data from complaints reports of inpatients in 2022. The results of the study found that the method of submitting inpatient complaints still uses paper-based forms. The number of patient complaints was 106 patients from 483 inpatients in 2022. Complaints are divided into 6 themes related to inpatient service activities. Complaint handling is carried out by the complaint handling team within the X Hospital Marketing unit. Based on the theory that submitting complaints at Hospital X is included in the indirect category. It is recommended that complaints be submitted no longer using paper-based forms, but can use digital-based media to make it more efficient and easier to manage complaints.

Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 6th International Conference on Vocational Education Applied Science and Technology (ICVEAST 2023)
Series
Advances in Social Science, Education and Humanities Research
Publication Date
31 October 2023
ISBN
10.2991/978-2-38476-132-6_22
ISSN
2352-5398
DOI
10.2991/978-2-38476-132-6_22How to use a DOI?
Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Supriadi
AU  - Rika Nurkia Seisabila
PY  - 2023
DA  - 2023/10/31
TI  - Overview of Inpatient Complaint Handling at Hospital X in 2022
BT  - Proceedings of the 6th International Conference on Vocational Education Applied Science and Technology (ICVEAST 2023)
PB  - Atlantis Press
SP  - 238
EP  - 244
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-2-38476-132-6_22
DO  - 10.2991/978-2-38476-132-6_22
ID  - 2023
ER  -