MODERATOR : at one time in the hospital there were a lot of families of patients who flocked to get

health services. There is one patient's family who wants to register his family who is in the emergency
room.

         KEL 1 : excuse me, is the registration counter here?

         Counter 1: right, is there anything to help?

         Kel 1 : this way, I came here for the first time and I was told to go to the registration box to
register and complete the files

         Counter 1: oh well, please mom wait a moment, I will get you the form... this is please mom
write here your name, address, date of birth, and mother give fc family card and patient's ID
card...

         Ex 1 : good
MODERATOR : After registering, the patient's family sits and waits for the registration file to be
managed by the officer. Not long after, one of the other families was seen protesting against the officers
because it had been more than 1 hour since the file had not been given.

         KEL 2 : Mbak... this is how I've been waiting from earlier but how come the file hasn't been
given yet... this is my son so can't get your stay room yet

         Counter 2 : Just a moment, mom, the file is still being processed

         Ex 2 ; from earlier said it was processed continuously.... This is my son, kasian lo
MODERATOR : soon one of the nurses came and asked about the matter in question for the patient's
family.

         Nurse 1 : good morning mom... what's the matter, yak, how come mom is angry? Maybe
there is something I can help mom?

         Kel 2 : morning sus, this is me from earlier waiting for the registration file from earlier, but
how come it hasn't been as simple as that, this is so my son can't be included in the inpatient
room sus

         Nurse 1: mom, please be patient, yes, this is the position of the hospital is also rame, so
there are also many files coming in, please understand, mom, if the management of the file is
a bit long, but we will process it as soon as possible

         Ex 2 : yes, please speed up!

         Nurse 1 : good mother, thank you for

MODERATOR : finally the mother waited patiently for her return. Soon the mother came to the
emergency room and saw her child who was being treated but had not been able to enter the
inpatient room
KEL 2 : SUS, this is my son, how come he hasn't been put into the living room yet, right?
Nurse 2 : yes, mom, please be patient, because the patient's file is still not given to us
 Ex 2: lohh how se... I told the registration counter earlier that it is still being processed... how
come it hasn't been given yet. This is my son kasian lo sus..
Nurse 2: yes, mom, please be patient, maybe you are still looking for a search because there are
many patients here...
Kel 2 : already sus I can't wait anymore.ini my son has been here from earlier, almost 3 hours lo
sus...
Nurse 2 : apologies mom for the uncomfortable...
Ex 2 : it's been a long time. I just want to report to the management of this RS
MODERATOR : After the dispute, the MOTHER finally complained to the management of the Hospital.
But after that...
Ex 2 : excuse me, is this really the management office of the RS?
Secretary : Is it true that mom is there anything I can help?
Ex 2 : this is it, can I meet the director?
Secretary : apologies if you can tell me what it is for?
Kel 2 : this is it, I want to complain about the service I received. My son entered this Hospital, already
from this morning, and was asked for hospitalization. But when I want to go to hospitalization, there are
problems in the file section" even though I have completed it well.but from earlier it has not just finished
processing in the registration data collection section and finally my son cannot enter the inpatient room.
Secretary : yes, I apologize for what the mother experienced, later I will tell the director for what the
mother experienced.
Moderator : The mother also returned to her child and hoped that her complaint would be conveyed.
Soon the Mayor of Mojokerto also came to conduct a weekly sidak
WALKOT : Good morning mom, how are there any complaints experienced?
Kel 1 : here's a pack to complain maybe from the registration service which is too long.
Walkot : o so... so on for the other mother?
Kel 2 : Same sir, samapai my son cannot enter the hospitalization because there is no file yet.
Walkot : lohhh keep his son now how mom?
Kel 2 : my son is in the emergency room, yes even though he has been given action... but the family also
needs rest, sir
Walkot : well well I will convey it to the director
Moderator : After that, the mayor also came to the management office in a hurry and angry
Walkot : EXCUSE ME, WHICH DIRECTOR IS THIS?
Secretary : why is there anyone who can be helped?
Walkot : WHICH IS THE DIRECTOR. HERE ARE MY CITIZENS WHO CAN'T GET THIS PROPER
SERVICE HOW!
MODERATOR : After hearing the snatch outside the director walked out of his room
Director : good morning, mr. mayor, what's the matter, how come you are angry?
Walkot : HEY SIR YOU THIS IS HOW CAN YOU RELAX RELAXED WHILE FROM THE
PATIENT'S FAMILY THERE ARE THOSE WHO DO NOT GET THE PROPER SERVICE THAT LO
Director: what about the poor service, sir?
Wallkot : THAT'S LO ANYONE PROTESTING HE SAID FROM FILING FOR SO LONG THAT HE
COULDN'T GET A ROOM TO STAY
Director : apologies sir indeed if from the filing we are a little constrained, and we will also overcome
that
Walkot : until when ?
Director : approximately 1 week
Walkot : no, I want 3 days done. Can you ?
Director : ready insyaallah can
Walkot : well then I go back to the family of the patient who is compressed. I don't want this to happen
again.
Director : ready sir. We from the Rs side will make this a learning.
MODERATOR : AFTER THAT THE MAYOR CAME BACK AND EXPLAINED TO THE
PATIENT'S FAMILY THE NEGOTIATIONS EARLIER AND THE MAYOR RESIGNED. SHORTLY
AFTER THE MAYOR RESIGNED, ALL PATIENT FILES WERE PROVIDED AND ALL PATIENTS
WERE ABLE TO RECEIVE APPROPRIATE AND APPROPRIATE SERVICES