SAKINAH, AMBAR SAHNANTA and Munawarah, Siti Halimatul (2025) ANALISIS MEKANISME PENANGANAN PENGADUAN DI PUSKESMAS MAKRAYU KOTA PALEMBANG. Undergraduate thesis, Sriwijaya University.
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Abstract
Improving the quality of services in health centers is needed to meet community expectations. One effort is to minimize patient complaints in order to improve satisfaction and the image of health facilities. Makrayu Health Center as one of the health centers with the highest number of patient visits in Palembang in June-August 2024 as many as 16,947. This has the potential to face many complaints, so a special strategy is needed to handle these complaints. This study analyzes the complaint handling mechanism at Makrayu Health Center, including responses and feedback to patient complaints. This study is a qualitative study with a descriptive approach using the purposive sampling method. Data were collected through interviews with seven informants, namely one Head of Makrayu Health Center, two Makrayu Health Center Complaint Handling Teams, one BPJS Kesehatan Education and Complaints Staff, and three patients, then strengthened through observation and documentation. The results of the study indicate that there is a lack of consistent communication strategies, limited information for digitally vulnerable groups or the elderly, and low community participation. Although the staff is adequate, training and utilization of information technology need to be improved. Complaint recording, especially from Google Review, is still inconsistent, and the SOP (Standard Operating Procedure) has not been updated according to the latest regulations. In conclusion, the complaint mechanism at Makrayu Health Center has not been running optimally. Suggestions, Makrayu Health Center ensures more thorough and followed-up recording, provides alternative complaint mechanisms, updates SOPs regularly, and improves routine monitoring.
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Uncontrolled Keywords: | Mekanisme Penanganan, Pengaduan, Puskesmas |
| Subjects: | R Medicine > RA Public aspects of medicine > RA399 Regulation of medical practice. Evaluation and quality control of medical care. Medical audit |
| Divisions: | 10-Faculty of Public Health > 13201-Public Health (S1) |
| Depositing User: | Ambar Sahnanta Sakinah |
| Date Deposited: | 14 May 2025 08:13 |
| Last Modified: | 15 May 2025 02:37 |
| URI: | http://repository.unsri.ac.id/id/eprint/172361 |
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