CHAPTER I

Introducion

A. Background
A complaint is an expression of discontent that may be informal such as a verbal
complaint, or perhaps a more formal written complaint. Consumers complain about
various aspects of health services such as lack of friendly staff and less rapid service in
the service unit. All complaints should be taken seriously. Consumer complaints are
expressions of dissatisfaction felt by consumers.

One of the most influencing factors of consumer satisfaction and perception on

service quality is how to handle consumer complaints. Consumer complaints are things
that can not be ignored because by ignoring it will make consumers feel unnoticed and
eventually the company or hospital will be abandoned by consumers. A complaint is a
tool that can be used to build communication with customers and obtain feedback about
the level of customer satisfaction with the service. The complaints filed by these
customers will then be followed up with improvements or clarifications with the goal of
reducing customer disappointment and increasing customer satisfaction.

The development of an increasingly advanced hospital makes the hospital

management vying to provide quality health services in order to create customer
satisfaction. Hospitals must also be able to utilize any existing resources to achieve the
purpose of quality services and can minimize the arrival of complaints from consumers to
services provided by the hospital.
To create a dynamic and harmonious relationship with its customers, one of the efforts is
by establishing a "Handling Complaint" to respond to and handle consumer complaints
and provide information on hospital services to consumers, which is expected to create a
good relationship between the hospital and the consumer. This paper provides a way of
handling and identifying complaints (Handling Complaints) so that future public services
such as hospitals can effectively address complaints.

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 CHAPTER II

Discusion

A. COMPLAINT INVESTIGATION
A manager is responsible in coordinating complaints delivered by staffs and customers.
Complaints come from Health Service Comissioners. Here are some steps in complaint
handling:
a. Step 1 : Giving assessment
b. Step 2 : Gathering information
c. Step 3 : Giving the resolution
d. Step 4 : Implementation

Step 1: Giving assessment

Every kinds of seriousness of complaints need to be assessed. The complaints
manager is responsible in handling complaints which may come from customers/patients.
The complaints system is analysing why there is a problem. It is necesseary to find out a
problem. The complaints manager will determine:
a. Who dealt with the complaint
b. Who must be notified

Step 2: Gathering the information

A person who is dealing to the complaint needs to ensure that they have lots of
information related to the complaints and desired outcome. A feedback from needs to be
filled in because it is necessary and it can be checked by the customers. The customer has
the right to ask question. The person who is dealing to the complaint must give
explanation to consumer how the complaint procedure works.

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 Step 3: Giving the resolution
Make discussions about the resolution with staffs and customers how to solve the
problem. Make a meeting between patient, their family and staffs. When there are some
complaints, you need to make more than one meeting. It is good idea to give information
to resolve the complaints. Please make sure that the explanation is factual and understood
by the customers.

Step 4: Implementation
Please ensure that the outcome is clearly accepted to the consumers, staff and
management. It is necessary to monitor effectiviness of outcome. Please make back
reports to the consumer, family member, and friend who made the complaint.

B. CONVERSATION PRACTICE

C. HOW TO HANDLE COMPLAINT

Directly Handled Complaints
Most complaints filed by the patient can be addressed directly and quickly so that the
service personnel should try to overcome the complaint independently. The important thing
in handling complaints directly, including:
Attitudes and approaches
The service officer must be positive in facing the complaint. A positive attitude of being
open, confident that we can handle the complaint and take the complaint seriously. Officers
should respond to patient questions with concise and understandable explanations of the
patient. Avoid blaming patients for complaints that could be wrong. Also do not ever
ignore the patient complaints, if the complaints can be resolved on the same day.
The approach in handling complaints will determine the process of problem solving and the
outcome. Avoid being defensive not to be criticized. For example by saying "such a
complaint has never existed before". Recognize limitations in response to a complaint, ask
for help to another party if the complaint can not be resolved on its own.
Also, show empathy. The ability to understand the thoughts and feelings of others from
their perspective. Often people get angry because nobody really listens to them, they may

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be hurt or frustrated by their anger.
Once patients have the opportunity to express their point of view, it may be necessary to
ask questions to clarify. Remember, however, that the tone of voice is very important. Try
not to make someone feel that is being examined, make it clear that the question was asked
because of the desire to help. Examples of statements that clarify the patient's point of view
"I just want to make sure I understand your speech" (repeat or reiterate to them).
Try behaving to not only calm the angry person. But also be serious and try to focus on the
problem being addressed rather than focusing on one's emotions or behavior and how to
control it.
Listening to the complaint
Most patient complaints come from communication failure. Patients complain about a
problem but often health workers who receive complaints listen only to what they want to
hear and end the response to complaints on the grounds that the complaint is not the
authority to deal with. Problems like this can only be overcome with good listening
techniques.
In listening to the complaint, the complainant must be active in responding to the
complaint, and feel that the complaint is being heard seriously and is considered important.
The first step is to throw open questions and give the patient an explanation with their point
of view. Give enough time for the patient to talk without being interrupted. Then, repeat the
explanation of the complaint and confirm whether the understanding of the complaint is
correct. If our understanding is correct then the patient will feel calm and can ease his
emotions.
Explain the Problems Facing the Patient
If the service officer can provide explanations related to the complaint then the officer
should provide a clear and concise explanation so that patients understand.
If the complaint is directed to the treating physician, the complaint should be handled
directly by the physician. Begin by listening to patient complaints carefully, explaining the
condition from the doctor's point of view, then apologizing for the patient's disappointment.
Apology
If an apology should be made to ease the patient's anger then it should be done. A sincere
apology will solve the patient's complaint and restore the patient's trust. Sometimes some

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parties do not want to apologize for fear of being mistaken, but there is nothing wrong to
show regret for the disappointment of patients. Apologies can be submitted without having
to admit mistakes, because there are often mistakes in patients who do not understand the
rules, for example, "I apologize for this misunderstanding,", "I apologize for the difficulties
my mother has had."
The service officer should know when the complaint should be referred or reported to the
complaint manager for investigation. The complaint should be referred, such as:
Unresolved complaints
Complaints that can lead to serious consequences,
Complaints involving complex medical issues or different staff

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 CHAPTER III
CONCLUSION

A. Conclusion
A complaint is an expression of discontent that may be informal such as a verbal
complaint, or perhaps a more formal written complaint. Consumers complain about
various aspects of health services such as lack of friendly staff and less rapid service in
the service unit. All complaints should be taken seriously. Consumer complaints are
expressions of dissatisfaction felt by consumers.
The causes of complaints from patients can vary greatly, and sometimes not related to
clinical matters. In general, patients complain about health services or medication,
attitude and behavior of service providers, basic medical considerations, unclear service
flow.
Good complaint handling consists of complaint service, complaint recording, complaint
settlement process, complaint reconciliation if deemed necessary to be discussed to the
complaint manager. If it can be done with a good handling of complaints directly that can
effectively shorten the working time and increase customer satisfaction.
As health care providers we are all required to be able to handle complaints because
complaints of negligence can cause more problems. From complaints we can learn a lot
and improve the quality of service.

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 BIBLIOGRAPHY

Health Services Review Council. Guide to complaint handling in health care services.
Victoria: health services review council; 2005.