Membangun Budaya Excellent Service Melalui Evaluasi Strategi Pengendalian Komplain Pasien Di Rumah Sakit Madina Bukittinggi Dengan Pendekatan Etnografi
Keywords:
budaya pelayanan prima, strategi pengendalian komplain, rumah sakit, pendekatan etnografi, tipologi rumah tangga
Abstract
Penelitian ini bertujuan untuk mengevaluasi strategi pengendalian komplain pasien sebagai bagian dari upaya membangun budaya excellent service di Rumah Sakit Madina Bukittinggi. Latar belakang penelitian ini didasarkan pada tingginya tingkat pengaduan pasien yang mengindikasikan adanya kesenjangan antara harapan pasien dan kualitas layanan yang diberikan. Metode yang digunakan adalah pendekatan kualitatif etnografi yang memungkinkan peneliti melakukan observasi partisipatif, wawancara mendalam, analisis dokumen, serta diskusi kelompok terarah untuk memahami pola interaksi dan budaya organisasi dalam menangani keluhan. Temuan penelitian menunjukkan bahwa strategi pengendalian komplain yang diterapkan terbagi dalam tiga pendekatan: formal, humanis, dan digital, yang masing-masing memiliki efektivitas berbeda berdasarkan tipologi rumah tangga pasien (tradisional, modern, dan kritis). Pendekatan humanis terbukti lebih efektif dalam membangun kepercayaan pasien, sementara pendekatan digital mempercepat respon, namun belum merata dalam implementasi. Kesimpulan dari penelitian ini menunjukkan bahwa efektivitas strategi pengendalian komplain sangat bergantung pada kesesuaian pendekatan dengan karakteristik pasien serta dukungan budaya organisasi yang adaptif. Rekomendasi dari hasil penelitian ini adalah perlunya integrasi ketiga pendekatan secara simultan dengan penguatan komunikasi empatik dan sistem monitoring berbasis data untuk membentuk budaya layanan prima yang berkelanjutan.
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References
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Clavel, N., & Pomey, M.-P. (2020). Enhancing patient involvement in quality improvement: How complaint managers see their roles and limitations. Patient Experience Journal, 7(3), 112–118. https://doi.org/10.35680/2372-0247.1460.
Côté-Boileau, É., Gaboury, I., Breton, M., & Denis, J. L. (2020). Organizational Ethnographic Case Studies: Toward a New Generative In-Depth Qualitative Methodology for Health Care Research? International Journal of Qualitative Methods, 19, 1–17. https://doi.org/10.1177/1609406920926904.
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Dzhumabmetova, D. . dan "Yangibaeva. (2024). Pragmatic aspects of making and responding to complaints in an intercultural context. 1(26 April), 29–32.
D?achuk, D. D., Moroz, G. Z., Hidzynska, I. M., & Kravchenko, A. M. (2023). Implementation of Patient-Centered Care and Medical Care Improvement: Current State (Review). Clinical and Preventive Medicine, 1(23), 67–77. https://doi.org/10.31612/2616-4868.1(23).2023.10
Elias, R. M., Fischer, K. M., Siddiqui, M. A., Coons, T., Meyerhofer, C. A., Pretzman, H. J., … Burton, M. C. (2021). A Taxonomic Review of Patient Complaints in Adult Hospital Medicine. Journal of Patient Experience, 8, 1–7. https://doi.org/10.1177/23743735211007351
Fatonah, S., & Palupi, H. (2020). The Effect of Handling Complaint and Hospital Service Quality on Patient Satisfaction and Loyalty. 9(December), 268–276.
Gibbons, J. A., Hammersley, M., & Atkinson, P. (1986). Ethnography: Principles in Practice. In Contemporary Sociology (Vol. 15). https://doi.org/10.2307/2070079
Grace Syela, D. F. (2024). THE EFFECT OF RESPONSIVENESS AND RELIABILITY ON CUSTOMER SATISFACTION AT WARUNG RAWIT TAMAN PALEM. 2(5), 1686–1696.
Hake, P., Rehse, J. R., & Fettke, P. (2021). Toward Automated Support of Complaint Handling Processes: An Application in the Medical Technology Industry. Journal on Data Semantics, 10(1–2), 41–56. https://doi.org/10.1007/s13740-021-00124-z
Hult, A., Lundgren, E., Fröjd, C., Lindam, A., & Jangland, E. (2023). Patient complaints about communication in cancer care settings: Hidden between the lines. Patient Education and Counseling, 114(May). https://doi.org/10.1016/j.pec.2023.107838
Jang, S. G., Park, E., Lee, J., Choi, J. E., Lee, S. il, Han, H., … Lee, W. (2022). An Exploration Into Patients’ Experiences That Make Them Feel Safe During Hospitalization: A Qualitative Study. Journal of Korean Medical Science, 37(33), 1–13. https://doi.org/10.3346/jkms.2022.37.e256
Jiang, Y., Ying, X., Zhang, Q., Tang, S. R., Kane, S., Mukhopadhyay, M., & Qian, X. (2014). Managing patient complaints in China: A qualitative study in Shanghai. BMJ Open, 4(8), 1–11. https://doi.org/10.1136/bmjopen-2014-005131
Katira, S., Samuel, R., Tiwari, S., & Pai, D. (2024). Patient Satisfaction with the Service Quality Dimensions In Multi-Speciality Private Hospitals in Indore City MP , India. 2(1), 11–22..
Lampus, N. S., & Wuisan, D. S. S. (2024). Correlation between Doctor-Patient Communication with Patient Satisfaction and Loyalty. Medical Scope Journal, 6(2), 149–158. https://doi.org/10.35790/msj.v6i2.53161.
Li, M., Lowrie, D. B., Huang, C. Y., Lu, X. C., Zhu, Y. C., Wu, X. H., … Lu, H. Z. (2015). Evaluating patients’ perception of service quality at hospitals in nine Chinese cities by use of the ServQual scale. Asian Pacific Journal of Tropical Biomedicine, 5(6), 497–504. https://doi.org/10.1016/j.apjtb.2015.02.003.
Martin, G. P., Chew, S., & Dixon-Woods, M. (2021). Why do systems for responding to concerns and complaints so often fail patients, families and healthcare staff? A qualitative study. Social Science and Medicine, 287, 114375. https://doi.org/10.1016/j.socscimed.2021.114375
Mazzini, E., Soncini, F., Cerullo, L., Genovese, L., Apolone, G., Ghirotto, L., … Costantini, M. (2021). A focused ethnography in the context of a European cancer research hospital accreditation program. BMC Health Services Research, 21(1), 1–8. https://doi.org/10.1186/s12913-021-06466-5
Miller, P. (2022). Does Your Organization Assess Risk Culture? If Not, It Should. Here’s How. Frontiers in Research Metrics and Analytics, 7(May), 1–5. https://doi.org/10.3389/frma.2022.891324
Ms. MBVSV Lakshmi, Dr T. Varalakshmi, & Abhilash Tiwari. (2024). Impact of Organizational Culture on Employee Productivity and Behaviour. International Research Journal on Advanced Engineering and Management (IRJAEM), 2(05), 1673–1676. https://doi.org/10.47392/irjaem.2024.0239
Oei, M. W., Pasinringi, S. A., Sidin, A. I., Noor, N. B., Rivai, F., & Healty. (2024). The Influence of Organizational Culture and Group Climate on Innovation Readiness at Hasanuddin University Hospital. Pharmacognosy Journal, 16(1), 150–155. https://doi.org/10.5530/pj.2024.16.21
Packard, J. S., Brustad, R. A., Hoplin, J. M., & Stevens, S. K. (2022). Beyond service education: Impacting the human experience with sustained training utilizing the Experience Model of Communication. Patient Experience Journal, 9(2), 87–93. https://doi.org/10.35680/2372-0247.1691
Parasuraman, A., Zaithaml, V. A., & L., A. B. L. (1988). SERVQUAL?: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Jurnal Of Retailing, 64(January), 12–35.
asinringi, S. A., Rivai, F., Arifah, N., & Rezeki, S. F. (2021). The relationship between service quality perceptions and the level of hospital accreditation. Gaceta Sanitaria, 35, S116–S119. https://doi.org/10.1016/j.gaceta.2021.10.009
Poerwanto, G. H., Yuniarto, A. Y., Vivid, P., & Yulita, I. K. (2022). August 2022/Published online: 19. (1), 10–17.
Role of Service Quality in Customer Satisfaction and Customer Loyalty: A Quantitative Investigation. (2023). Psychologyandeducation, 55, 314–325. https://doi.org/10.48047/pne.2018.55.1.40
ROOZ?, M. A., & TET?K, S. (2022). Örgüt Kültürü ile Personel Motivasyonu Aras?ndaki ?li?kiye Yönelik Kar??la?t?rmal? Bir Ara?t?rma: Türkiye ve Afganistan Örne?i. Süleyman Demirel Üniversitesi Vizyoner Dergisi, 13(36), 1354–1375. https://doi.org/10.21076/vizyoner.1070702
Sissigi, D., & Darmastuti, R. (2023). Strategi Penanganan Komplain Humas Marketing Rs Panti Rahayu Purwodadi Melalui Edukasi Dengan Pendekatan Budaya Jawa. Jurnal Ilmu Komunikasi UHO?: Jurnal Penelitian Kajian Ilmu Komunikasi Dan Informasi, 8(3), 458–468. https://doi.org/10.52423/jikuho.v8i3.60
Suja Sundram, Sunil E. Tambvekar, S.Sekar, Ghada-elkady, Shiv Kant Tiwari, & R.Gopinathan. (2022). the Effect of Service Quality on Patient Loyalty Mediated By Patient Satisfaction. Journal of Pharmaceutical Negative Results, 25(6), 1393–1400. https://doi.org/10.47750/pnr.2022.13.s06.184
Van Dael, J., Reader, T. W., Gillespie, A., Neves, A. L., Darzi, A., & Mayer, E. K. (2020). Learning from complaints in healthcare: A realist review of academic literature, policy evidence and front-line insights. BMJ Quality and Safety, 29(8), 684–695. https://doi.org/10.1136/bmjqs-2019-009704
Wei, H., Ming, Y., Cheng, H., Bian, H., Ming, J., & Wei, T. L. (2018). A mixed method analysis of patients’ complaints: Underpinnings of theory-guided strategies to improve quality of care. International Journal of Nursing Sciences, 5(4), 377–382. https://doi.org/10.1016/j.ijnss.2018.06.006
Welsby, P. D. (2020). Complaints: Traditional and modern considerations. Postgraduate Medical Journal, 96(1135), 243–244. https://doi.org/10.1136/postgradmedj-2020-137496
Wu, C. Y., Lai, H. J., & Chen, R. C. (2009). Patient characteristics predict occurrence and outcome of complaints against physicians: A study from a medical center in central Taiwan. Journal of the Formosan Medical Association, 108(2), 126–134. https://doi.org/10.1016/S0929-6646(09)60043-7
Yeni, I., & Budi, S. C. (2017). Kepuasan Pasien TNI Terhadap Pelayanan Pendaftaran Rawat Jalan Dengan Metode Importance Performance Analysis (IPA) di RSPAU Dr. S. Hardjolukito. Jurnal Kesehatan Vokasional, 1(2), 53. https://doi.org/10.22146/jkesvo.27570
Yuke Nurafni Rachmi. (2022). Implementasi Handling Complain Di Rumah Sakit Bhayangkara Setukpa Sukabumi. Jurnal Mahasiswa: Jurnal Ilmiah Penalaran Dan Penelitian Mahasiswa, 4(3), 118–128. https://doi.org/10.51903/jurnalmahasiswa.v4i3.394
Zyryanov, S. K., Fitilev, S. B., Vozzhaev, A. V., Shkrebniova, I. I., Tyazhelnikov, A. A., & Shindryaeva, N. N. (2020). Implementation of the concept of standard operating procedures into primary care practice: utopia or urgent need? Kachestvennaya Klinicheskaya Praktika, (3), 75–84. https://doi.org/10.37489/2588-0519-2020-3-75-84
Afkar Ulwan Khasyarahman, M., Santoso, E. B., & Putranto, A. (2023). Patient handling complaint strategies for health facilities and services at PKU Muhammadiyah Yogyakarta Hospital. Commicast, 4(3), 37–44. https://doi.org/10.12928/commicast.v4i3.9318.
Arlinda, S. (2023). Barongko Jurnal Ilmu Kesehatan. Jurnal Ilmu Kesehatan, 2(1), 41–55.
Arnout, B. A., Abdel Rahman, D. E., Elprince, M., Abada, A. A., & Jasim, K. J. (2020). Ethnographic research method for psychological and medical studies in light of COVID-19 pandemic outbreak: Theoretical approach. Journal of Public Affairs, 20(4), 1–8. https://doi.org/10.1002/pa.2404.
Bahadur, W., Aziz, S., & Zulfiqar, S. (2018). Effect of employee empathy on customer satisfaction and loyalty during employee–customer interactions: The mediating role of customer affective commitment and perceived service quality. Cogent Business and Management, 5(1), 1–21. https://doi.org/10.1080/23311975.2018.1491780.
Bismark, M., Dauer, E., Paterson, R., & Studdert, D. (2006). Accountability sought by patients following adverse events from medical care: The New Zealand experience. CMAJ. Canadian Medical Association Journal, 175(8), 889–894. https://doi.org/10.1503/cmaj.060429
Brown, S., Chandrashekaran, M., & Tax, S. (1998). Customer Evaluations of Service Complaint Experiences?: Implications Relationship Marketing. Journal of Marketing, 62(2), 60–76.
Chen, X., Yu, G., Cheng, G., & Hao, T. (2019). Research topics, author profiles, and collaboration networks in the top-ranked journal on educational technology over the past 40 years: a bibliometric analysis. Journal of Computers in Education, 6(4), 563–585. https://doi.org/10.1007/s40692-019-00149-1
Choi, U., & Course, D. (2020). Jksci 1. Journal of The Korea Society of Computer and Information, 25, 177–185.
Christian Lubis, D., & Prasetyo Kusumo, M. (2021). Complaint Handling Management at St. Rafael Cancar General Hospital. Budapest International Research and Critics Institute-Journal (BIRCI-Journal), 4(3), 4116–4126.
Clavel, N., & Pomey, M.-P. (2020). Enhancing patient involvement in quality improvement: How complaint managers see their roles and limitations. Patient Experience Journal, 7(3), 112–118. https://doi.org/10.35680/2372-0247.1460.
Côté-Boileau, É., Gaboury, I., Breton, M., & Denis, J. L. (2020). Organizational Ethnographic Case Studies: Toward a New Generative In-Depth Qualitative Methodology for Health Care Research? International Journal of Qualitative Methods, 19, 1–17. https://doi.org/10.1177/1609406920926904.
Cupit, C., Mackintosh, N., & Armstrong, N. (2018). Using ethnography to study improving healthcare: Reflections on the b “ethnographic” label. BMJ Quality and Safety, 27(4), 258–260. https://doi.org/10.1136/bmjqs-2017-007599
Dzhumabmetova, D. . dan "Yangibaeva. (2024). Pragmatic aspects of making and responding to complaints in an intercultural context. 1(26 April), 29–32.
D?achuk, D. D., Moroz, G. Z., Hidzynska, I. M., & Kravchenko, A. M. (2023). Implementation of Patient-Centered Care and Medical Care Improvement: Current State (Review). Clinical and Preventive Medicine, 1(23), 67–77. https://doi.org/10.31612/2616-4868.1(23).2023.10
Elias, R. M., Fischer, K. M., Siddiqui, M. A., Coons, T., Meyerhofer, C. A., Pretzman, H. J., … Burton, M. C. (2021). A Taxonomic Review of Patient Complaints in Adult Hospital Medicine. Journal of Patient Experience, 8, 1–7. https://doi.org/10.1177/23743735211007351
Fatonah, S., & Palupi, H. (2020). The Effect of Handling Complaint and Hospital Service Quality on Patient Satisfaction and Loyalty. 9(December), 268–276.
Gibbons, J. A., Hammersley, M., & Atkinson, P. (1986). Ethnography: Principles in Practice. In Contemporary Sociology (Vol. 15). https://doi.org/10.2307/2070079
Grace Syela, D. F. (2024). THE EFFECT OF RESPONSIVENESS AND RELIABILITY ON CUSTOMER SATISFACTION AT WARUNG RAWIT TAMAN PALEM. 2(5), 1686–1696.
Hake, P., Rehse, J. R., & Fettke, P. (2021). Toward Automated Support of Complaint Handling Processes: An Application in the Medical Technology Industry. Journal on Data Semantics, 10(1–2), 41–56. https://doi.org/10.1007/s13740-021-00124-z
Hult, A., Lundgren, E., Fröjd, C., Lindam, A., & Jangland, E. (2023). Patient complaints about communication in cancer care settings: Hidden between the lines. Patient Education and Counseling, 114(May). https://doi.org/10.1016/j.pec.2023.107838
Jang, S. G., Park, E., Lee, J., Choi, J. E., Lee, S. il, Han, H., … Lee, W. (2022). An Exploration Into Patients’ Experiences That Make Them Feel Safe During Hospitalization: A Qualitative Study. Journal of Korean Medical Science, 37(33), 1–13. https://doi.org/10.3346/jkms.2022.37.e256
Jiang, Y., Ying, X., Zhang, Q., Tang, S. R., Kane, S., Mukhopadhyay, M., & Qian, X. (2014). Managing patient complaints in China: A qualitative study in Shanghai. BMJ Open, 4(8), 1–11. https://doi.org/10.1136/bmjopen-2014-005131
Katira, S., Samuel, R., Tiwari, S., & Pai, D. (2024). Patient Satisfaction with the Service Quality Dimensions In Multi-Speciality Private Hospitals in Indore City MP , India. 2(1), 11–22..
Lampus, N. S., & Wuisan, D. S. S. (2024). Correlation between Doctor-Patient Communication with Patient Satisfaction and Loyalty. Medical Scope Journal, 6(2), 149–158. https://doi.org/10.35790/msj.v6i2.53161.
Li, M., Lowrie, D. B., Huang, C. Y., Lu, X. C., Zhu, Y. C., Wu, X. H., … Lu, H. Z. (2015). Evaluating patients’ perception of service quality at hospitals in nine Chinese cities by use of the ServQual scale. Asian Pacific Journal of Tropical Biomedicine, 5(6), 497–504. https://doi.org/10.1016/j.apjtb.2015.02.003.
Martin, G. P., Chew, S., & Dixon-Woods, M. (2021). Why do systems for responding to concerns and complaints so often fail patients, families and healthcare staff? A qualitative study. Social Science and Medicine, 287, 114375. https://doi.org/10.1016/j.socscimed.2021.114375
Mazzini, E., Soncini, F., Cerullo, L., Genovese, L., Apolone, G., Ghirotto, L., … Costantini, M. (2021). A focused ethnography in the context of a European cancer research hospital accreditation program. BMC Health Services Research, 21(1), 1–8. https://doi.org/10.1186/s12913-021-06466-5
Miller, P. (2022). Does Your Organization Assess Risk Culture? If Not, It Should. Here’s How. Frontiers in Research Metrics and Analytics, 7(May), 1–5. https://doi.org/10.3389/frma.2022.891324
Ms. MBVSV Lakshmi, Dr T. Varalakshmi, & Abhilash Tiwari. (2024). Impact of Organizational Culture on Employee Productivity and Behaviour. International Research Journal on Advanced Engineering and Management (IRJAEM), 2(05), 1673–1676. https://doi.org/10.47392/irjaem.2024.0239
Oei, M. W., Pasinringi, S. A., Sidin, A. I., Noor, N. B., Rivai, F., & Healty. (2024). The Influence of Organizational Culture and Group Climate on Innovation Readiness at Hasanuddin University Hospital. Pharmacognosy Journal, 16(1), 150–155. https://doi.org/10.5530/pj.2024.16.21
Packard, J. S., Brustad, R. A., Hoplin, J. M., & Stevens, S. K. (2022). Beyond service education: Impacting the human experience with sustained training utilizing the Experience Model of Communication. Patient Experience Journal, 9(2), 87–93. https://doi.org/10.35680/2372-0247.1691
Parasuraman, A., Zaithaml, V. A., & L., A. B. L. (1988). SERVQUAL?: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Jurnal Of Retailing, 64(January), 12–35.
asinringi, S. A., Rivai, F., Arifah, N., & Rezeki, S. F. (2021). The relationship between service quality perceptions and the level of hospital accreditation. Gaceta Sanitaria, 35, S116–S119. https://doi.org/10.1016/j.gaceta.2021.10.009
Poerwanto, G. H., Yuniarto, A. Y., Vivid, P., & Yulita, I. K. (2022). August 2022/Published online: 19. (1), 10–17.
Role of Service Quality in Customer Satisfaction and Customer Loyalty: A Quantitative Investigation. (2023). Psychologyandeducation, 55, 314–325. https://doi.org/10.48047/pne.2018.55.1.40
ROOZ?, M. A., & TET?K, S. (2022). Örgüt Kültürü ile Personel Motivasyonu Aras?ndaki ?li?kiye Yönelik Kar??la?t?rmal? Bir Ara?t?rma: Türkiye ve Afganistan Örne?i. Süleyman Demirel Üniversitesi Vizyoner Dergisi, 13(36), 1354–1375. https://doi.org/10.21076/vizyoner.1070702
Sissigi, D., & Darmastuti, R. (2023). Strategi Penanganan Komplain Humas Marketing Rs Panti Rahayu Purwodadi Melalui Edukasi Dengan Pendekatan Budaya Jawa. Jurnal Ilmu Komunikasi UHO?: Jurnal Penelitian Kajian Ilmu Komunikasi Dan Informasi, 8(3), 458–468. https://doi.org/10.52423/jikuho.v8i3.60
Suja Sundram, Sunil E. Tambvekar, S.Sekar, Ghada-elkady, Shiv Kant Tiwari, & R.Gopinathan. (2022). the Effect of Service Quality on Patient Loyalty Mediated By Patient Satisfaction. Journal of Pharmaceutical Negative Results, 25(6), 1393–1400. https://doi.org/10.47750/pnr.2022.13.s06.184
Van Dael, J., Reader, T. W., Gillespie, A., Neves, A. L., Darzi, A., & Mayer, E. K. (2020). Learning from complaints in healthcare: A realist review of academic literature, policy evidence and front-line insights. BMJ Quality and Safety, 29(8), 684–695. https://doi.org/10.1136/bmjqs-2019-009704
Wei, H., Ming, Y., Cheng, H., Bian, H., Ming, J., & Wei, T. L. (2018). A mixed method analysis of patients’ complaints: Underpinnings of theory-guided strategies to improve quality of care. International Journal of Nursing Sciences, 5(4), 377–382. https://doi.org/10.1016/j.ijnss.2018.06.006
Welsby, P. D. (2020). Complaints: Traditional and modern considerations. Postgraduate Medical Journal, 96(1135), 243–244. https://doi.org/10.1136/postgradmedj-2020-137496
Wu, C. Y., Lai, H. J., & Chen, R. C. (2009). Patient characteristics predict occurrence and outcome of complaints against physicians: A study from a medical center in central Taiwan. Journal of the Formosan Medical Association, 108(2), 126–134. https://doi.org/10.1016/S0929-6646(09)60043-7
Yeni, I., & Budi, S. C. (2017). Kepuasan Pasien TNI Terhadap Pelayanan Pendaftaran Rawat Jalan Dengan Metode Importance Performance Analysis (IPA) di RSPAU Dr. S. Hardjolukito. Jurnal Kesehatan Vokasional, 1(2), 53. https://doi.org/10.22146/jkesvo.27570
Yuke Nurafni Rachmi. (2022). Implementasi Handling Complain Di Rumah Sakit Bhayangkara Setukpa Sukabumi. Jurnal Mahasiswa: Jurnal Ilmiah Penalaran Dan Penelitian Mahasiswa, 4(3), 118–128. https://doi.org/10.51903/jurnalmahasiswa.v4i3.394
Zyryanov, S. K., Fitilev, S. B., Vozzhaev, A. V., Shkrebniova, I. I., Tyazhelnikov, A. A., & Shindryaeva, N. N. (2020). Implementation of the concept of standard operating procedures into primary care practice: utopia or urgent need? Kachestvennaya Klinicheskaya Praktika, (3), 75–84. https://doi.org/10.37489/2588-0519-2020-3-75-84
Published
2025-07-07
Section
Original Articles
Copyright (c) 2025 Arman Defisa
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
