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Investigating of Patient Complaint Handling Risk Management in Hospital
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| Author:
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LUH GEDE DEWI IDAYANTI, IDA BAGUS RAKA SUARDANA, GEDE SRI DARMA
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| Abstract:
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Hospitals are the most vulnerable places to reap the risk of complaints due to the large number of patients treated and the number of procedural actions during treatment. Handling patient complaints requires an effective system as an evaluation material for hospital services in improving the quality and safety of patients. This study aims to investigate the application of complaint handling risk management in RSUD Bali Mandara. The research method uses a qualitative approach in the form of case studies conducted with in-depth interviews, direct observations, and document search. The guide used to formulate interview questions and data analysis is with the model the five basic steps of risk management. The research procedure began with the collection of data involving 11 informants consisting of several officials in management, complaint officers unit, front liner staff, patients, and focus group discussion (FGD) activities to describe how the implementation of complaint handling risk management at RSUD Bali Mandara. Data is analyzed through the process of coding and theme determination and data visualization is assisted with Nvivo software to help researchers understand the research context. Based on the results of this study, it is still not optimal for all parties involved in implementing risk management at each stage of risk management decision making, especially in the complaints management unit because there are still differences in the context of risk management understanding between managers and implementing staff, delivery of review results to all relevant parties, and education to officers in the complaints unit. The research results contribute to the development of institutional risk management systems to always prioritize the quality of service and patient safety through the stages of risk management. Lack of staff understanding of risk management and data management results in a lack of reporting to relevant parties in reviewing risk management complaint handling. It needs to be done. Improved reporting system.
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| Keyword:
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Complaint Handling, Data Management, Monitoring, Review, Risk Management
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| EOI:
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| DOI:
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https://doi.org/10.31838/ijpr/2020.12.04.475
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| Download:
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Request For Article
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