MANAJEMEN KELUHAN PELANGGAN DI RUMAH SAKIT PKU MUHAMMADIYAH BANTUL

Siti Kurnia Widi Hastuti, Bapak dr. Mubasysyir hasanbasri, MA.,

2012 | Tesis | S2 Kesehatan Masyarakat/MMPK

Latar Belakang : Masalah manajemen rumah sakit banyak disoroti, tidak saja atas keluhan-keluhan masyarakat yang merasa kecewa dengan pelayanan rumah sakit, baik dari segi mutu , kemudahan dan tarif. Dalam manajemen mutu total atau sering disebut Total Quality Management (TQM), peduli pada pelanggan (customer orienteed) merupakan faktor kunci dalam perbaikan mutu yang berkelanjutan dan salah satu ciri bahwa rumah sakit telah menerapkan konsep total quality management (TQM). Oleh karena itu, perlu dilakukan penelitian terhadap pelaksanaan total quality management dilihat dari sisi manajemen keluhan pelanggan. Tujuan Penelitian : Mengetahui pelaksanaan Total quality management dilihat dari sisi follow up keluhan pelanggan di rumah sakit PKU Muhammadiyah Bantul. Metode Penelitian : Penelitian ini merupakan penelitian kualitatif dengan rancangan studi kasus. Unit analisis penelitian adalah rumah sakit. Cara pengambilan data dengan wawancara mendalam dan observasi. Hasil: Follow up keluhan pelanggan belum sesuai dengan konsep total quality management (TQM), sistem punisment belum dijalankan oleh rumah sakit. Mekanisme penyampaian keluhan belum berfungsi secara optimal sebab tidak semua kotak saran ada kertas dan alat tulisnya, serta e-mail dan sms gate way tidak setiap hari dibuka. Rumah sakit telah memiliki prosedur penanganan keluhan pelanggan dan penanganan keluhan pelanggan sudah sesuai dengan prosedur yang telah ditetapkan. Penyebab keluhan terbanyak disebabkan karena jadwal kedatangan dokter yang tidak tepat dan jam buka layanan tidak sesuai(waiting time). Kebijakan dibuat oleh direktur rumah sakit dalam bentuk prosedur tetap, intruksi kerja penanganan keluhan, dan petugas rumah sakit juga harus siap 24 jam dalam menghadapi keluhan, respon time keluhan 1x24 jam, dan ada dokter case manager (dr. cm). Kesimpulan dan Saran: Follow up keluhan pelanggan belum sepenuhnya sesuai dengan konsep total quality management (TQM). Mekanisme penyampaian keluhan belum berfungsi secara optimal dan sistem punishment belum berjalan, sehingga rumah sakit perlu dioptimalkan kinerja unit khusus untuk menangani keluhan pelanggan, serta perlu adanya sistem punishment, untuk meningkatkan komitmen petugas rumah sakit dalam hal penanganan keluhan pelanggan.

Background: The problem of hospital management has become of much attention, including complaints of the community dissatisfied with hospital service in terms of quality, simplicity, and tariff. In Total Quality Management (TQM), customer care (Customer oriented) is a key factor in continuous quality improvement and an indicator that the hospital has adopted the concept of TQM. Thus it is necessary to study the implementation of TQM viewed from aspect of customer complaint management. Objective: To identify the implementation of TQM viewed from aspect of follow up of customer complaints at PKU Muhammadiyah hospital Bantul. Method: The study used qualitative approach and case study design. Analysis unit was hospital. Data were obtained through in depth interview and observation. Result: Follow up of customer complaints was not yet relevant with the concept of TMQ; the hospital had not adopted punishment system. Mechanism of complaint delivery was not well facilitated because not every suggestion box was equipped with paper and pen, email and SMS gateway were not checked daily. The hospital had specified procedure of customer complaint management and the management of customer complaints was relevant with the procedure. Complaints were mostly on unavailability of doctors at the time specified and prolonged waiting time/irrelevant service hours. Policies made by hospital directors were in the form of fixed procedure, work instruction on complaint management, hospital staff prepared to handle complaints 24 hours, complaint response time 1×24 hours, and availability of case managing doctors. Conclusion and suggestion: Follow up of customer complaints had not fully complied with the concept ot TQM. Mechanism of complaint delivery had not functioned effectively and there was no punishment system. Therefore there should be a special unit that managed customer complaints and a punishment system should be adopted to increase commitment of hospital staff in managing customer complaint.

Kata Kunci : total quality management, manajemen keluhan, keluhan pelanggan, manajemen rumah sakit.