Studi Penanganan Komplain Pasien di Instalasi Rawat Jalan (IRJ) RSUD DR. SOETOMO

ABSTRACT Regional General Hospital Dr.Soetomo as a national reference center in East Java has increased the average number of visits patients each year. Patient care process in stages, making Dr.Soetomo Regional General Hospital became the last referral patients. JKN various problems in the era of a growing number of complaints is about the patient's treatment in hospitals is increasing. This study used a qualitative approach. The hospital and the patients are interviewed about the complaint handling model. The research took place in the installation outpatient Regional General Hospital Dr. Soetomo in 2015. Results: The patient complained about long queues and those with less responsive attitude. Patients find it difficult to adjust the administrative requirements with a model patient health BPJS long membership or health insurance. Socialization is less likely to cause the information circulating on the procedure of registration and utilization of health BPJS irrelevant and confusing. As a result it is not uncommon hospital staff received a complaint or anger the patient, it is alleged difficult, even accused of profiteering. Not a few people who went to the hospital for treatment, but not to ask about the subject BPJS, as happened in hospitals Dr.Soetomo. Conclusions: Implementation of the program BPJS direct influence on the health of the patients who come for treatment at the hospital. Increasing the number of patient visits resulted in almost every service procedures at the hospital complained of patients, ranging from space came up with a piece of information on counter medications the patient is taking. Suggestion: Most patients have limited information regarding a complaint if they complain of problems relating to the service in poly. It would require a clear and socialization of public complaints about the service either through banners and posters to facilitate them