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1 \par
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}}\par}{\phpg\posx1699\pvpg\posy1433\absw8931\absh6253 \f10 \fs21 \cf0 \fi1275 \f10
\fs21 \cf0 terjadi konflik yang serius dan berkepanjangan terhadap pasien.
\par}{\phpg\posx1699\pvpg\posy1433\absw8931\absh6253 \sl-335 \f10 \fs21 \cf0 \fi851
{\f40 {\f63 \u61623\'3f}} Sebagai peluang untuk memperbaiki pelayanan dan
menjaga citra
\par}{\phpg\posx1699\pvpg\posy1433\absw8931\absh6253 \sl-315 \f10 \fs21 \cf0
\fi1275 RSUD Aji Muhammad Parikesit serta meningkatkan kepuasan
\fi1275 pelanggan.
\par}{\phpg\posx1699\pvpg\posy1433\absw8931\absh6253 \sl-313 \par\f10 \fs21 \cf0
{\b C.}{\b Waktu}{\b dan}{\b Petugas }
1. Penanganan komplain pada Jam Kerja (08.00-15.30 wita) yang masuk
level dua (2) dan tiga (3) akan ditangani oleh Sub Bagian Hukum dan
Humas RSUD Aji Muhammad Parikesit.
2. Penanganan komplain di luar jam kerja (15.30 - 24.00 wita) yang masuk
level dua (2) dan tiga (3) akan ditangani oleh{\i Asisten}{\i Manager}
{\i on}{\i Duty }
(AsMoD) RSUD Aji Muhammad Parikesit.
3. Penanganan komplain melalui media sosial, media cetak, email, dan form
keluhan dan saran ditangani oleh Sub Bagian Hukum dan Humas RSUD
Aji Muhammad Parikesit.
\fi427 4. Penanganan komplain melalui telepon akan diterima oleh
petugas
informasi RSUD Aji Muhammad Parikesit.
{\b D.}{\b Ruang}{\b lingkup}{\b khusus }
Ruang lingkup untuk komplain ini hanya di wilayah RSUD Aji Muhammad
Parikesit dalam hal pelayanan terhadap pasien. \par
}
}
2 \par
}
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}}\par}{\phpg\posx5150\pvpg\posy1429\absw1878\absh528 \b \f10 \fs21 \cf0 \fi580
\b \f10 \fs21 \cf0 BAB II
\par}{\phpg\posx5150\pvpg\posy1429\absw1878\absh528 \sl-319 \b \f10 \fs21 \cf0 TATA
LAKSANA \par
}
{\phpg\posx1699\pvpg\posy2700\absw8936\absh10517 \b \f10 \fs21 \cf0 \b \f10
\fs21 \cf0 A. Pengertian
\fi1275 {\b0 Dalam}{\b0 memberikan}{\b0 pelayanan}{\b0 kesehatan}{\b0
di}{\b0 rumah}{\b0 sakit,}{\b0 tidak }
\fi427 {\b0 terlepas}{\b0 adanya}{\b0 komplain}{\b0 yang}{\b0 terjadi}
{\b0 antara}{\b0 pasien}{\b0 dan}{\b0 rumah}{\b0 sakit. }
\fi427 {\b0 Komplain}{\b0 merupakan}{\b0 akibat}{\b0 situasi}{\b0 dimana}
{\b0 keinginan}{\b0 atau}{\b0 kehendak}{\b0 yang }
\fi427 {\b0 berbeda}{\b0 atau}{\b0 berlawanan}{\b0 antara}{\b0 pasien}{\b0
dengan}{\b0 pihak}{\b0 rumah}{\b0 sakit,}{\b0 sehingga }
\fi427 {\b0 keduanya}{\b0 saling}{\b0 terganggu.}{\b0 Untuk}{\b0 itu}{\b0
komplain}{\b0 tersebut}{\b0 perlu}{\b0 diselesaikan }
\fi427 {\b0 dengan}{\b0 baik}{\b0 sehingga}{\b0 tidak}{\b0 melebar}{\b0
terlalu}{\b0 jauh}{\b0 dari}{\b0 pokok}{\b0 permasalahannya. }
\fi1275 {\b0 Komplain}{\b0 ini}{\b0 terjadi}{\b0 karena}{\b0
ketidakcocokan}{\b0 antara}{\b0 nilai}{\b0 atau}{\b0 tujuan- }
\fi427 {\b0 tujuan}{\b0 yang}{\b0 ingin}{\b0 diharapkan}{\b0 oleh}{\b0 pasien}
{\b0 terhadap}{\b0 pihak}{\b0 rumah}{\b0 sakit.}{\b0 Hal}{\b0 ini }
\fi427 {\b0 dapat}{\b0 mengganggu}{\b0 bahkan}{\b0 membuat}{\b0 emosi}{\b0
atau}{\b0 stres}{\b0 yang}{\b0 mempengaruhi }
\fi427 {\b0 efisiensi}{\b0 dan}{\b0 produktivitas}{\b0 kerja. }
\fi1275 {\b0 Untuk}{\b0 itu,}{\b0 perlu}{\b0 dibuat}{\b0 suatu}{\b0
panduan}{\b0 menangani}{\b0 komplain}{\b0 dalam }
\fi427 {\b0 mengatasi}{\b0 hal}{\b0 tersebut}{\b0 agar}{\b0 semuanya}{\b0
bisa}{\b0 diatasi.}{\b0 Pasien}{\b0 yang}{\b0 merasa}{\b0 tidak }
\fi427 {\b0 puas}{\b0 akan}{\b0 mengambil}{\b0 sikap}{\b0 untuk}{\b0 komplain}
{\b0 terhadap}{\b0 pihak}{\b0 rumah}{\b0 sakit}{\b0 atas }
\fi427 {\b0 keluhannya}{\b0 dan}{\b0 sudah}{\b0 menjadi}{\b0 kewajiban}{\b0
pihak}{\b0 rumah}{\b0 sakit}{\b0 untuk}{\b0 menjawab }
\fi427 {\b0 serta}{\b0 menjelaskan}{\b0 komplain}{\b0 kepada}{\b0 pihak}{\b0
pasien. }
\fi1275 {\b0 Dalam}{\b0 setiap}{\b0 komplain}{\b0 yang}{\b0 masuk}{\b0
dari}{\b0 pasien}{\b0 terhadap}{\b0 RSUD}{\b0 Aji }
\fi427 {\b0 Muhammad}{\b0 Parikesit}{\b0 selalu}{\b0 ditanggapi}{\b0 dengan}
{\b0 baik}{\b0 dan}{\b0 diselesaikan}{\b0 dengan }
\fi427 {\b0 cepat.}{\b0 Hal}{\b0 ini}{\b0 memang}{\b0 dilakukan}{\b0 agar}{\b0
tidak}{\b0 sampai}{\b0 terjadi}{\b0 konflik}{\b0 yang}{\b0 serius }
\fi427 {\b0 terhadap}{\b0 pasien.}{\b0 Setiap}{\b0 permasalahan}{\b0 yang}{\b0
terjadi}{\b0 selalu}{\b0 diusahakan}{\b0 untuk }
\fi427 {\b0 diselesaikan}{\b0 dengan}{\b0 mengacu}{\b0 pada}{\b0 panduan}{\b0
ini. }
\cf0 B. Pengelolaan Pengaduan Secara Langsung
\fi427 {\b0 1.}{\b0 Penerima}{\b0 Pengaduan. }
\fi708 {\b0 Petugas}{\b0\i Customer}{\b0\i Care}{\b0 yang}{\b0 bertugas}
{\b0 di}{\b0 unit}{\b0 Admisi}{\b0 Rawat}{\b0 Inap}{\b0 dan }
\fi708 {\b0 Pelayanan}{\b0 Pelanggan. }
\fi427 {\b0 2.}{\b0 Tata}{\b0 Cara}{\b0 Pengaduan. }
\fi708 {\b0 a.}{\b0 Mengucapkan}{\b0 terima}{\b0 kasih}{\b0 atas}{\b0
laporan. }
\fi708 {\b0 b.}{\b0 Mencatat}{\b0 dan}{\b0 mengkaji}{\b0
informasi}{\b0 mengenai}{\b0 keluhan}{\b0 dari }
\fi1131 {\b0 pasien/keluarga,}{\b0 seperti:}{\b0 identitas}{\b0 diri,}{\b0
peristiwa,}{\b0 kondisi,}{\b0 dan}{\b0 tuntutan }
\fi1131 {\b0 pasien. }
\fi708 {\b0 c.}{\b0 Memberikan}{\b0 penjelasan}{\b0 sementara}{\b0
kepada}{\b0 pasien/keluarga}{\b0 dan }
\fi1131 {\b0 berusaha}{\b0 untuk}{\b0 menenangkannya. }
\fi708 {\b0 d.}{\b0 Menjamin}{\b0 keluhan}{\b0 pasien/keluarga}{\b0 akan}{\b0
ditindak}{\b0 lanjuti. }
\fi708 {\b0 e.}{\b0 Laporan}{\b0 pengaduan}{\b0 kepada}{\b0 Kepala}{\b0
Unit}{\b0 Admisi}{\b0 Rawat}{\b0 Inap}{\b0 dan }
\fi1131 {\b0 Pelayanan}{\b0 Pelanggan}{\b0 apabila}{\b0 penjelasan}{\b0
dan}{\b0 jawaban}{\b0 dari}{\b0 petugas }
\fi1131 {\b0\i Customer}{\b0\i Care}{\b0 . }\par
}
}
3 \par
}
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10101010101010101010101010101010101010101010101010101010101010101010101010101010101
010101010101ffdb0043010101010101010101010101010101010101010101010101010101010101010
1010101010101010101010101010101010101010101010101010101010101010101ffc0001108034a02
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0028a28a0028a28a0028a28a0028a28a0028a28
028a28a00ffd9
}}\par}{\phpg\posx1699\pvpg\posy1429\absw8961\absh11994 \b \f10 \fs21 \cf0 \b
\f10 \fs21 \cf0 C. Pengelolaan Pengaduan Secara Tidak Langsung
\fi427 {\b0 1.}{\b0 Penerima}{\b0 Pengaduan. }
\fi708 {\b0 Petugas}{\b0 memeriksa}{\b0 komplain}{\b0 yang}{\b0 terdapat}{\b0
pada}{\b0 SMS}{\b0 Center}{\b0 dan}{\b0 Kotak }
\fi708 {\b0 saran}{\b0 setiap}{\b0 hari. }
\fi427 {\b0 2.}{\b0 Tata}{\b0 Cara}{\b0 Pengaduan. }
\fi708 {\b0 a.}{\b0 Masyarakat}{\b0 bisa}{\b0 melakukan}{\b0 komplain}{\b0
pada}{\b0 media}{\b0 kotak}{\b0 saran}{\b0 yang }
\fi1131 {\b0 sudah}{\b0 di}{\b0 letakan}{\b0 di}{\b0 Gedung}{\b0 Merak}{\b0
Instalasi}{\b0 Rawat}{\b0 Jalan}{\b0 dan}{\b0 Instalasi }
\fi1131 {\b0 Rawat}{\b0 Darurat. }
\fi708 {\b0 b.}{\b0 Masyarakat}{\b0 bisa}{\b0 menyampaikan}{\b0 complain}{\b0
lewat}{\b0 SMS}{\b0 Center}{\b0 di}{\b0 nomor }
\fi1131 {\b0 08115818977. }
\fi708 {\b0 c.}{\b0 Membalas}{\b0 SMS}{\b0 complain}{\b0 yang}{\b0
masuk}{\b0 dengan}{\b0 format}{\b0 (Terima}{\b0 kasih }
\fi1131 {\b0 sudah}{\b0 menggunakan}{\b0 layanan}{\b0 SMS}{\b0 Center}
{\b0 RSUD}{\b0 Aji}{\b0 Muhammad }
\fi1131 {\b0 Parikesit,}{\b0 keluhan,}{\b0 kritik}{\b0 dan}{\b0 saran}{\b0
anda}{\b0 akan}{\b0 segera}{\b0 kami}{\b0 masukan}{\b0 ke }
\fi1131 {\b0 bagian}{\b0 terkait). }
\fi708 {\b0 d.}{\b0 Mencatat}{\b0 dan}{\b0 mengkaji}{\b0
informasi}{\b0 mengenai}{\b0 keluhan}{\b0 dari }
\fi1131 {\b0 pasien/keluarga,}{\b0 seperti:}{\b0 identitas}{\b0 diri,}{\b0
peristiwa,}{\b0 kondisi,}{\b0 dan}{\b0 tuntutan }
\fi1131 {\b0 pasien. }
\cf0 D. Penetapan Level Komplain
\fi427 {\b0 1.}{\b0 Level}{\b0 1 }
\fi708 {\b0 Keluhan}{\b0 ringan}{\b0 yang}{\b0 dapat}{\b0 diselesaikan}{\b0
dengan}{\b0 segera}{\b0 oleh}{\b0 penerima }
\fi708 {\b0 keluhan}{\b0 (}{\b0\i Customer}{\b0\i Care}{\b0 ). }
\fi720 {\b0 Contoh}{\b0 kasus}{\b0 :}{\b0 sarana}{\b0 &}{\b0 prasarana}{\b0
(kebersihan}{\b0 toilet}{\b0 atau}{\b0 ruangan). }
\fi427 {\b0 2.}{\b0 Level}{\b0 2 }
\fi708 {\b0 Keluhan}{\b0 sedang}{\b0 adalah}{\b0 keluhan}{\b0 yang}{\b0 tidak}
{\b0 dapat}{\b0 segera}{\b0 diselesaikan}{\b0 oleh }
\fi708 {\b0 yang}{\b0\i Costumer}{\b0\i Care}{\b0 karena}{\b0 masih}{\b0
memerlukan}{\b0 koordinasi}{\b0 lebih}{\b0 lanjut}{\b0 ke }
\fi708 {\b0 Unit}{\b0 kerja}{\b0 terkait. }
\fi708 {\b0 Contoh}{\b0 kasus}{\b0 :}{\b0 Pembiayaan}{\b0 dan}{\b0
jaminan}{\b0 kesehatan}{\b0 pasien}{\b0 (tidak }
\fi708 {\b0 mempunyai}{\b0 jaminan}{\b0 dan}{\b0 keberatan}{\b0 atas}{\b0
pembayaran). }
\fi427 {\b0 3.}{\b0 Level}{\b0 3 }
\fi708 {\b0 Keluhan}{\b0 berat}{\b0 :}{\b0 keluhan}{\b0 yang}{\b0
harus}{\b0 segera}{\b0 dikoordinasikan}{\b0 dengan }
\fi708 {\b0 beberapa}{\b0 Bidang,}{\b0 Bagian,}{\b0 Instalasi,}{\b0 Unit}
{\b0 terkait}{\b0 yang}{\b0 dikoordinir}{\b0 melalui }
\fi708 {\b0 Sub}{\b0 Bagian}{\b0 Hukum}{\b0 dan}{\b0 Humas. }
\fi708 {\b0 Contoh}{\b0 kasus}{\b0 :}{\b0 sistem}{\b0 pelayanan}{\b0 (keluhan}
{\b0 tentang}{\b0 sumber}{\b0 daya}{\b0 manusia }
\fi708 {\b0 seperti}{\b0 dokter,}{\b0 perawat,}{\b0 dan}{\b0 tenaga}{\b0 yang}
{\b0 lain). }
\cf0 E. Pengaduan Komplain Secara Langsung
\fi427 {\b0 Tata}{\b0 cara}{\b0 pengaduan}{\b0 komplain}{\b0 secara}{\b0
langsung}{\b0 sebagai}{\b0 berikut: }
\fi427 {\b0 \f40 {\f63 \u61623\'3f}}{\b0 Pasien/keluarga//pelapor}{\b0
mengajukan}{\b0 komplain}{\b0 di}{\b0 Unit}{\b0 Admisi}{\b0 Rawat}{\b0 Inap }
\fi708 {\b0 dan}{\b0 Pelayanan}{\b0 Pelanggan. }
\fi427 {\b0 \f40 {\f63 \u61623\'3f}}{\b0\i Customer}{\b0\i Care}{\b0
menuliskan}{\b0 masalah/keluhan}{\b0 di}{\b0 lembar}{\b0 keluhan}{\b0 dan}{\b0
saran. }
\fi427 {\b0 \f40 {\f63 \u61623\'3f}}{\b0\i Customer}{\b0\i Care}{\b0 memilah}
{\b0 masalah/keluhan}{\b0 sesuai}{\b0 dengan}{\b0 level}{\b0 komplain. }\par
}
}
4 \par
}
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1010101010101010101010101010101010101010101010101010101010101010101ffc0001108034a02
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0028a28a0028a28a0028a28a0028a28a0028a28
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}}\par}{\phpg\posx1699\pvpg\posy1421\absw9034\absh12162 \f40 \fs21 \cf0 \fi427 \f40
\fs21 \cf0 {\f63 \u61623\'3f}{\f10 Selanjutnya}{\i \f10 Customer}{\i \f10 Care}
{\f10 mengkonfirmasi}{\f10 keperawat}{\f10 ruangan/unit}{\f10 terkait }
\fi708 {\f10 yang}{\f10 berhubungan}{\f10 dengan}{\f10 komplain}{\f10
pelanggan. }
\fi427 {\f63 \u61623\'3f}{\f10 Jika}{\f10 masalah/keluhan}{\f10 tersebut}
{\f10 masuk}{\f10 ke}{\f10 level}{\f10 1,}{\i \f10 customer}{\i
\f10 care }
\fi708 {\f10 menyampaikan}{\f10 solusi/jawaban}{\f10 kepada}{\f10
pasien/keluarga}{\f10 pada}{\f10 saat}{\f10 itu}{\f10 juga. }
\fi427 {\f63 \u61623\'3f}{\f10 Jika}{\f10 masalah/keluhan}{\f10 tersebut}{\f10
masuk}{\f10 ke}{\f10 level}{\f10 2,}{\f10 Kepala}{\f10 Unit}{\f10 Admisi}
{\f10 Rawat }
\fi708 {\f10 Inap}{\f10 dan}{\f10 Pelayanan}{\f10 Pelanggan}{\f10
mengkonfirmasi}{\f10 ke}{\f10 Kepala}{\f10 Ruangan}{\f10 terkait }
\fi708 {\f10 masalah/keluhan}{\f10 dari}{\f10 pasien/keluarga}{\f10 dan}{\f10
menyampaikan}{\f10 solusi/jawaban }
\fi708 {\f10 serta}{\f10 tindak}{\f10 lanjut}{\f10 kepada}{\f10 pasien/pihak}
{\f10 keluarga. }
\fi427 {\f63 \u61623\'3f}{\f10 Jika}{\f10 masalah/keluhan}{\f10 tersebut}{\f10
masuk}{\f10 ke}{\f10 level}{\f10 3,}{\f10 Kepala}{\f10 Unit}{\f10 Admisi}
{\f10 Rawat }
\fi708 {\f10 Inap}{\f10 dan}{\f10 Pelayanan}{\f10 Pelanggan}{\f10 menyampaikan}
{\f10 ke}{\f10 Sub}{\f10 Bagian}{\f10 Hukum}{\f10 dan }
\fi708 {\f10 Humas}{\f10 dan}{\f10 ditindaklanjuti}{\f10 serta}{\f10
membuat}{\f10 telaah}{\f10 (analisa/kajian}{\f10 SBAR) }
\fi708 {\f10 kepada}{\f10 Wakil}{\f10 Direktur}{\f10 Pelayanan/Umum}{\f10 dan}
{\f10 Keuangan.}{\f10 Selanjutnya}{\f10 Wakil }
\fi708 {\f10 Direktur}{\f10 menindaklanjuti}{\f10 laporan}{\f10 komplain}
{\f10 berupa}{\f10 kajian}{\f10 SBAR}{\f10 dengan }
\fi708 {\f10 Bidang/Bagian/Instalasi/Unit}{\f10 terkait}{\f10 melalui}{\f10
rapat. }
\fi427 {\f63 \u61623\'3f}{\f10 Sub}{\f10 Bagian}{\f10 Hukum}{\f10
dan}{\f10 Humas}{\f10 mengundang}{\f10 dan}{\f10 melibatkan }
\fi708 {\f10 pasien/keluarga}{\f10 pasien}{\f10 dalam}{\f10 proses}{\f10
penyelesaian}{\f10 komplain}{\f10 melalui}{\f10 rapat }
\fi708 {\f10 jika}{\f10 memungkinkan. }
\fi427 {\f63 \u61623\'3f}{\f10 Jika}{\f10 tidak}{\f10 memungkinkan}{\f10
Kepala}{\f10 Sub}{\f10 Bagian}{\f10 Hukum}{\f10 dan}{\f10 Humas }
\fi708 {\f10 menghubungi}{\f10 keluarga}{\f10 pasien}{\f10 untuk}{\f10
memberitahu}{\f10 hasil}{\f10 penyelesaian }
\fi708 {\f10 komplain. }
\fi427 {\f63 \u61623\'3f}{\f10 Komplain}{\f10 yang}{\f10 ditujukan}{\f10
kepada}{\f10 Pihak}{\f10 yang}{\f10 bekerja}{\f10 sama}{\f10 dengan}{\f10
RSUD }
\fi708 {\f10 Aji}{\f10 Muhammad}{\f10 Parikesit}{\f10 /}{\f10 Pihak}{\f10
kedua}{\f10 akan}{\f10 dilakukan}{\f10 penyuratan}{\f10 dan }
\fi708 {\f10 diundang}{\f10 untuk}{\f10 penyelesaian}{\f10 komplain. }
{\b \f10 F.}{\b \f10 Pengaduan}{\b \f10 Komplain}{\b \f10 Secara}{\b \f10
Tidak}{\b \f10 Langsung }
\fi427 {\f10 Tata}{\f10 cara}{\f10 pengaduan}{\f10 komplain}{\f10 secara}{\f10
tidak}{\f10 langsung}{\f10 sebagai}{\f10 berikut: }
\fi427 {\f63 \u61623\'3f}{\f10 Pasien/keluarga//pelapor}{\f10 melakukan}{\f10
komplain}{\f10 di}{\f10 Kotak}{\f10 Saran}{\f10 dan}{\f10 SMS }
\fi708 {\f10 Center. }
\fi427 {\f63 \u61623\'3f}{\f10 Petugas}{\f10 akan}{\f10 melakukan}{\f10
pengambilan}{\f10 form}{\f10 komplain}{\f10 pada}{\f10 kotak}{\f10
saran }
\fi708 {\f10 setiap}{\f10 harinya. }
\fi427 {\f63 \u61623\'3f}{\f10 Petugas}{\f10 memilah}{\f10 masalah/keluhan}
{\f10 sesuai}{\f10 dengan}{\f10 level}{\f10 komplain }
\fi427 {\f63 \u61623\'3f}{\f10 SMS}{\f10 komplain}{\f10 dan}{\f10 form}{\f10
komplain}{\f10 yang}{\f10 masuk}{\f10 akan}{\f10 di}{\f10 laporkan}{\f10 ke}
{\f10 Kepala }
\fi708 {\f10 Sub}{\f10 Bagian}{\f10 Hukum}{\f10 dan}{\f10 Humas. }
\fi427 {\f63 \u61623\'3f}{\f10 Kepala}{\f10 Sub}{\f10 Bagian}{\f10 Hukum}{\f10
dan}{\f10 Humas}{\f10 melakukan}{\f10 kajian}{\f10 seluruh}{\f10 komplain }
\fi708 {\f10 dan}{\f10 membuat}{\f10 rencana}{\f10 tindak}{\f10 lanjut}{\f10
dengan}{\f10 metode}{\i \f10 Situation}{\i \f10 Background }
\fi708 {\i \f10 Assesment}{\i \f10 Recomendation}{\f10 (SBAR). }
\fi427 {\f63 \u61623\'3f}{\f10 Kepala}{\f10 Sub}{\f10 Bagian}{\f10 Hukum}
{\f10 dan}{\f10 Humas}{\f10 melakukan}{\f10 telaah}{\f10
(analisa/kajian }
\fi708 {\f10 komplain)}{\f10 kepada}{\f10 Wakil}{\f10 Direktur}{\f10
Pelayanan}{\f10 /}{\f10 Wakil}{\f10 Direktur}{\f10 Umum}{\f10 dan }
\fi708 {\f10 Keuangan. }
\fi427 {\f63 \u61623\'3f}{\f10 Sub}{\f10 Bagian}{\f10 Hukum}{\f10 dan}{\f10
Humas}{\f10 menyampaikan}{\f10 materi}{\f10 kompain}{\i \f10 Situation }
\fi708 {\i \f10 Background}{\i \f10 Assesment}{\i \f10 Recomendation}{\f10
(SBAR)}{\f10 kepada}{\f10 Bidang/Bagian }
\fi708 {\f10 terkait. }\par
}
}
5 \par
}
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}}\par}{\phpg\posx2126\pvpg\posy1425\absw8459\absh2604 \f40 \fs21 \cf0 \f40
\fs21 \cf0 {\f63 \u61623\'3f}{\f10 Wakil}{\f10 Direktur}{\f10
menindaklanjuti}{\f10 laporan}{\f10 komplain}{\f10 berupa}{\f10 kajian}
{\f10 SBAR }
{\f10 dengan}{\f10 Bidang/Bagian}{\f10 terkait}{\f10 melalui}{\f10 rapat. }
{\f63 \u61623\'3f}{\f10 Bidang/Bagian}{\f10 terkait}{\f10 menindaklanjuti}
{\f10 rekomendasi}{\f10 rapat}{\f10 dalam}{\f10 waktu }
{\f10 paling}{\f10 lambat}{\f10 3x24}{\f10 jam}{\f10 hari}{\f10 kerja. }
{\f63 \u61623\'3f}{\f10 Bidang/Bagian}{\f10 terkait}{\f10 melaporkan}{\f10
hasil}{\f10 tindak}{\f10 lanjut}{\f10 kepada}{\f10 Wakil}{\f10 Direktur. }
{\f63 \u61623\'3f}{\f10 Sub}{\f10 Bagian}{\f10 Hukum}{\f10 dan}{\f10 Humas}
{\f10 mendampingi}{\f10 proses}{\f10 terkait}{\f10 point}{\f10 nomor}{\f10
7 }
{\f10 dan}{\f10 8}{\f10 dan}{\f10 mendokumentasikan. }
{\f63 \u61623\'3f}{\f10 Hasil}{\f10 penanganan}{\f10 terhadap}{\f10
keluhan}{\f10 dan}{\f10 kritik}{\f10 dalam}{\f10 kotak}{\f10 saran }
{\f10 diinventarisir. }\par
}
}
6 \par
}
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\b \f10 \fs21 \cf0 BAB III
PENUTUP \par
}
{\phpg\posx1699\pvpg\posy2704\absw8969\absh4238 \f10 \fs21 \cf0 \fi708 \f10
\fs21 \cf0 Panduan ini merupakan bagian yang tidak terpisahkan dengan upaya

meningkatkan mutu dan kualitas pelayanan rumah sakit. Untuk itu,
diperlukan
\par}{\phpg\posx1699\pvpg\posy2704\absw8969\absh4238 \sl-320 \f10 \fs21 \cf0 upaya-
upaya pemberdayaan, baik pemberdayaan terhadap pasien (rawat jalan,
\par}{\phpg\posx1699\pvpg\posy2704\absw8969\absh4238 \sl-315 \f10 \fs21 \cf0 rawat
inap, rawat darurat, dan rawat intensif) maupun terhadap klien.
Namun demikian, upaya-upaya pemberdayaan ini akan lebih berhasil jika
didukung oleh upaya-upaya bina suasana dan advokasi. Bina suasana dilakukan
terhadap mereka yang paling berpangaruh terhadap pasien/klien. Sedangkan
advokasi dilakukan terhadap mereka yang dapat mendukung dan membantu
\par}{\phpg\posx1699\pvpg\posy2704\absw8969\absh4238 \sl-319 \f10 \fs21 \cf0 rumah
sakit dari segi kebijakan (peraturan perundang-undangan) dan sumber
\par}{\phpg\posx1699\pvpg\posy2704\absw8969\absh4238 \sl-316 \f10 \fs21 \cf0 daya.
Dalam rangka memberdayakan pasien/klien melalui komunikasi, informasi,
\par}{\phpg\posx1699\pvpg\posy2704\absw8969\absh4238 \sl-319 \f10 \fs21 \cf0 dan
edukasi yang efektif sehingga mampu menyelesaikan permasalahan yang
\par}{\phpg\posx1699\pvpg\posy2704\absw8969\absh4238 \sl-315 \f10 \fs21 \cf0 ada
sehingga tidak sampai terjadi konflik yang serius terhadap pasien. Setiap
permasalahan yang terjadi selalu diusahakan untuk diselesaikan dengan mengacu
\par}{\phpg\posx1699\pvpg\posy2704\absw8969\absh4238 \sl-319 \f10 \fs21 \cf0 pada
panduan ini. \par
}
}
7 \par
}
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fd9
}}\par}{\phpg\posx2639\pvpg\posy1561\absw5742\absh958 \b \f10 \fs19 \cf0 \b \f10
\fs19 \cf0 ALUR PENANGANAN KOMPLAIN SECARA LANGSUNG
\cf0 \fi622 {\b0 \fs16 Pasien}{\b0 \fs16 mengajukan}{\b0 \fs16 komplain }
\fi1141 {\b0 \fs16 secara}{\b0 \fs16 langsung }\par
}
Costumer Care menerima keluhan
pasien dan menyampaikan
solusi/jawaban kepada pasien \par
}
{\phpg\posx7201\pvpg\posy3019\absw1571\absh608 \f10 \fs16 \cf0 \fi172 \f10 \fs16
\cf0 Costumer Care
Mengkonfirmasi
Perawat/Unit terkait \par
}
{\phpg\posx9643\pvpg\posy3360\absw638\absh198 \f10 \fs17 \cf0 \f10 \fs17 \cf0 Level
1 \par
}
Puas \par
}
{\phpg\posx2970\pvpg\posy4971\absw245\absh180 \f10 \fs16 \cf0 \f10 \fs16 \cf0 Ya
\par
}
{\phpg\posx5318\pvpg\posy5131\absw514\absh198 \f10 \fs17 \cf0 \f10 \fs17 \cf0 Tidak
\par
}
Customer Care menghubungi Kepala Unit Admisi
Rawat Inap dan Pelayanan Pelanggan terkait
ketidakpuasan{\fs16 pelanggan }\par
}
\cf0 Kepala Unit Admisi Rawat
Inap dan Pelayanan
Pelanggan mengkonfirmasi
\par}{\phpg\posx6762\pvpg\posy5555\absw2300\absh822 \sl-237 \f10 \fs16 \cf0 Kepala
Ruangan/ Unit terkait \par
}
{\phpg\posx9539\pvpg\posy6362\absw638\absh198 \f10 \fs17 \cf0 \f10 \fs17 \cf0 Level
2 \par
}
{\phpg\posx1652\pvpg\posy6919\absw5778\absh1357 \f10 \fs16 \cf0 \fi1397 \f10
\fs16 \cf0 Ya
\fi2603 {\fs17 Puas }
\fi1224 Tidak
Kepala Unit Admisi Rawat Inap dan Pelayanan Pelanggan menghubungi
Sub Bagian Hukum dan Humas terkait ketidak puasan pelanggan \par
}
\cf0 Kepala Sub Bagian Hukum dan Humas
melakukan telaah kepada Wakil Direktur \par
}
\cf0 Wakil Direktur menindaklanjuti telaah dan
mengumpulkan bidang/bagian terkait melalui rapat \par
}
Bidang/bagian terkait menindaklanjuti rekomendasi rapat dalam waktu
\fi1627 paling lambat 3x24 jam hari kerja \par
}
Level 3 \par
}
Bidang/bagian terkait melaporkan hasil tindak lanjut kepada Wakil Direktur \par
}
{\phpg\posx1220\pvpg\posy12540\absw7917\absh608 \f10 \fs16 \cf0 \f10 \fs16 \cf0 Sub
Bagian Hukum dan Humas mengundang dan melibatkan pasien/keluarga pasien dalam
proses
penyelesaian komplain melalui rapat jika memungkinkan. Jika tidak memungkinkan
Ka.Sub Bag
Hukum & Humas menguhubungi keluarga pasien untuk memberitahu hasil penyelesaian
komplain. \par
}
{\phpg\posx1739\pvpg\posy13601\absw6407\absh394 \f10 \fs16 \cf0 \f10 \fs16 \cf0 Sub
Bagian Hukum dan Humas membuat rekapitulasi komplain dan tindak lanjut
baik harian maupun bulanan untuk disampaikan kepada Direktur. \par
}
Komplain yang ditujukan kepada Pihak yang bekerja sama dengan RSUD Aji
Muhammad
Parikesit / Pihak kedua akan dilakukan penyuratan dan diundang untuk penyelesaian
komplain. \par
}
}
{\phpg\posx9359\pvpg\posy15476\absw110\absh145 \f10 \fs14 \cf0 \f10 \fs14 \cf0 8
\par
}
}

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\par}{\phpg\posx1699\pvpg\posy2704\absw8969\absh4238 \sl-315 \f10 \fs21 \cf0

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