Hastono, Bambang Susetyo and Modam, Maria Angelica Puspita Osha (2025) Penanganan Komplain Pasien pada Rumah Sakit St. Elisabeth Bekasi. Analisis “Jurnal Bisnis dan Akuntansi”, 27 (2). pp. 27-38. ISSN 1978-9750

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Abstract

This study is aimed at identifying the types of patient complaints based on the causes and the urgency of the complaint at St. Elisabeth Hospital, Bekasi and the way hospital management especialy the respective unit namely Information Service and Complaint Handling Unit or Unit Pelayanan Informasi dan Penanganan Pengaduan (PIPP) handle the patient complaints according to Standard Operational Procedure. The method used is qualitative with descriptive type supported with percentage as the simple quantitative data. The data collection techniques used was interview, documentation, and paticipant observation. The result of this study concluded that clasifying patient complaint based on the urgency can handle the patient complaint eficiently and efectively with the results 92 % out of patient complaints succesfully handled referencing to SOP. Having a good management complaint handling indicates that St. Elisabeth Hospital in Bekasi has a strong commitment to better service quality improvement for its patients.

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