STRATEGI HUMAS RSUD. R. SYAMSUDIN, SH DALAM MENANGANI KELUHAN PELANGGAN

Regional Public Hospital (RSUD) R. Syamsudin, SH is a business institution engaged in the sector of health service which is the first and the biggest hospital in Sukabumi City. One of many divisions in the above hospital is Public Relations whose main duty is to handling complaints from customer. The research was aimed at finding out and describing the strategy as well as problems faced by Public Relations of RSUD. R. Syamsudin, SH in handling customers’ complaints. The research method applied was qualitative with descriptive approach. The techniques of collecting data applied were observation, interview, documentation by means of library study and field study. The results of the research show that the strategy of Public Relations of RSUD. R. Syamsudin, SH in handling customers’ complaints implements four strategies, such as planning, organizing, actuating, and controlling. The problems faced by Public Relations division of RSUD. R. Syamsudin, SH are the lack of manpower in Public Relations division and difficult in giving clarity which can be understood by the customers who have low education background