| Summary: | Research background: Customer�s dissatisfaction on the management of health
care complaint effects the poor quality of service, this is the era where customer
takes controll, service provider must focus their service to customers. if it doesn�t,
the organization would close down because customers would prefer a better
service organization. South sumatera, according to the basic health research in
2010, outpatients visit to the primary health care is the second last in Indonesia.
From the year 2009 until the year 2011 outpatient visits at health centers has
decreased Lahat district and among 31 PHC�s in Lahat for this last three years ,
Kota Agung PHC has the lowest degradation.
Research objective: This study would like to explore how health professionals
treat their patients in the clinic. Furthermore, the study wanted to know about how
health professionals to apply the principles of customer-based services in
government facilities.
Research method: This research uses case study design and obtain data based on
depth interviews with 7 staff at district health offices, 3 staff in health centers, and
6 health workers. The interviewer took 10 outpatients as respondents. Interviewer
stay in clinic for 1 month. The researcher observed the day-to-day activity centers.
The researcher interviewed patients in health centers and in their homes. The
study was conducted in two months, from September to November 2012.
Result: This study found three things. First, people who visit community health
centers dropped dramatically in the past year. Second, This study found that the
decline is associated with long waiting times, a disorganized queuing systems,
service flow instructions are not clear, and lack of discipline and hospitality
towards patients conducted by health workers. Third, the implementation of
patient complaints are limited to the ability of each individual of the doctors,
midwives, and nurses. Patients usually obtain inadequate response about their
complaints. Although there are units for public complaints in the health districts,
this unit has not been functioning as part of the management of complaints in
health centers.
Conclusion: This study concludes that the attitudes of health workers who are not
oriented to customers is an important factor in the utilization of health centers.
The health centres has not managed customer complaints management system
properly yet. This study suggests that health districts should revitalize public
complaints unit to receive complaints from the public about the health center.
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