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  • Alur Handling Complaint

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    Rosdiatun
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    This document provides guidelines for handling patient or family complaints at a healthcare facility. It outlines steps for complaints that are cooperative or uncooperative. For cooperative complaints, staff should greet the complainant politely, listen without interruption, acknowledge and apologize for the issue, and attempt to resolve the complaint immediately. If unable to resolve it, staff should provide contact information for follow up. All complaints should be documented. For uncooperative complaints, staff should speak with the individual separately, allow them to vent emotions, and follow the same steps of listening, acknowledging, and documenting before escalating unresolved issues to management.

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    This document provides guidelines for handling patient or family complaints at a healthcare facility. It outlines steps for complaints that are cooperative or uncooperative. For cooperative complaints, staff should greet the complainant politely, listen without interruption, acknowledge and apologize for the issue, and attempt to resolve the complaint immediately. If unable to resolve it, staff should provide contact information for follow up. All complaints should be documented. For uncooperative complaints, staff should speak with the individual separately, allow them to vent emotions, and follow the same steps of listening, acknowledging, and documenting before escalating unresolved issues to management.

    Copyright:

    © All Rights Reserved
    Descargue como DOC, PDF, TXT o lea en línea desde Scribd
    Marcar por contenido inapropiado
    56 vistas1 página

    Alur Handling Complaint

    Cargado por

    Rosdiatun
    This document provides guidelines for handling patient or family complaints at a healthcare facility. It outlines steps for complaints that are cooperative or uncooperative. For cooperative complaints, staff should greet the complainant politely, listen without interruption, acknowledge and apologize for the issue, and attempt to resolve the complaint immediately. If unable to resolve it, staff should provide contact information for follow up. All complaints should be documented. For uncooperative complaints, staff should speak with the individual separately, allow them to vent emotions, and follow the same steps of listening, acknowledging, and documenting before escalating unresolved issues to management.

    Copyright:

    © All Rights Reserved
    Descargue como DOC, PDF, TXT o lea en línea desde Scribd
    Marcar por contenido inapropiado
    de 1

    ALUR HANDLING COMPLAINT

    PASIEN/ KELUARGA KOMPLAIN

    PELAKSANA RUANGAN / UNIT KERJA

    KOMPLAIN KOOPERATIF KOMPLAIN TIDAK KOOPERATIF


    1. Posisikan badan sejajar dengan posisi klien 1. Ajak ke ruangan yang terpisah dari publik area
    yang komplain 2. Persilahkan duduk dan biarkan klien melepas
    2. Ucapkan salam dengn senyum kemarahannya
    3. Tanyakan nama dan identitas yang 3. Tanyakan nama dan identitas yang diperlukan
    diperlukan 4. Jangan menyela / memotong pembicaraan
    4. Jangan menyela / memotong pembicaraan selama klien berbicara
    selama klien berbicara 5. Fokus pada keluhan & dengarkan dengan
    5. Fokus pada keluhan & dengarkan dengan empati
    empati 6. Setelah klien selesai bicara, sampaikan :
    6. Setelah klien selesai bicara, sampaikan : a. Ucapkan terimakasih
    a. Ucapkan terimakasih b. Permohonan maaf
    b. Permohonan maaf c. Read back keluhan yang disampaikan
    c. Read back keluhan yang disampaikan 7. Selesaikan keluhan saat itu juga
    7. Selesaikan keluhan saat itu juga 8. Apabila tidak dapat diselesaikan, sampaikan
    8. Apabila tidak dapat diselesaikan, keluhan akan segera disampaikan ke case
    sampaikan keluhan akan segera manager / pimpinan (jangan lupa minta no.
    disampaikan ke case manager / pimpinan telpon yang dapat dihubungi) untuk dapat
    (jangan lupa minta no. telpon yang dapat ditindaklanjuti
    dihubungi) untuk dapat ditindaklanjuti 9. Catat keluhan di buku keluhan
    9. Catat keluhan di buku keluhan

    Selesai
    Tidak
    Selesai Tidak CASE MANAGER /
    Selesai
    Selesai SUPERVISI / MANAGER
    UNIT / MANAGER
    INSTALASI
    BUAT LAPORAN
    KRONOLOGI
    Selesai
    KELUHAN PASIEN
    MANAGER
    HUMAS /
    DIREKTUR

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