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

Every kinds f 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 analyzing why there is a problem. It is necessesary to find out a
problem. The complaints manager will determine.
1) Who dealt with the complaint
2) Who must be notified
b. Step 2 : Gathering information
A person who is dealing to the complaint needs to ensure that they have lost of
information related to the complaints and desired outcome. A feedback form needs to be
filled in because it is necessary and it can be checked by the customers. The customer has
the right t ask question. The person who is dealing to the complaint must give explanation
to consumer how the complaint procedure works.
c. Step 3 : Giving the Resolution
Make discussion 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 comsumers to resolve the complaints. Please make sure that the explanation is factual
and understood by customers.
d. Step 4 : Implementation
Please ensure that the outcome is clearly accepted to the consumers, staff and
management. It is necessary to monitor effectiveness of outcomes. Please make back
reports t th customer, family member, and friend who made the complaint.
No Expression in telling complaint English Meaning in Bahasa
1 I am not satisfied with.. Saya tidak puas terhadap..
2 I want to make complaint Saya ingin mengajukan keluhan
tentang.
3 There is a misunderstanding about.. Ada kesalahpahaman tentang
4 I dont understand in the services why Saya tidak mengerti terhadap
pelayanannya kenapa.
5 Iam afraid I have a complaint about. Saya kwatir saya punya keluhan
tentang.
6 I have a problem about Saya punya masalah tentang..
7 It seems to be wrong with. Nampaknya ada masalah dengan..
8 Im sorry to say about this but I think we Maafkan saya mengatakan ini tapi..
should.
9 Ive got a complaint about Saya punya keluhan tentang..
10 Perhaps you forget to. Mungkin anda lupa untuk..

Grice, Tony. 2010. Oxford English for Careers Nursing. United Kingdom: Oxford press.

Grice, Tony. 2000. Oxford English for Careers Nursing. United Kingdom: Oxford press.

https://www.ombo.nsw.gov.au/__data/assets/pdf_file/0007/3697/FS_PSA_09_Investigation_of_
complaints.pdf