RENCANA PRA PROPOSAL

ANALISIS KECEPA
KECEPATAN PENANGANAN
PENANGANAN KELUHAN TERHADAP
TERHADAP KEPUASAN PASIEN
DALAM PELAYANAN PRIMA RS BUNDA SURABAYA

DISUSUN OLEH : MONICA AYU ROSSALYA

UNIVERSITAS AIRLANGGA
PROGRAM MAGISTER 
PROGRAM STUDI ADMINISTRASI DAN KEBIJAKAN KESEHATAN
SURABAYA
2018

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&#$)#t)-)"a() (&%a "!%'a# (rta &&,%at *r,a)"a# *aa
"7*ata# *#a#$a#a# "!%'a# ) R%&a' Sa")t B%#a S%ra,a+a.
>. D)"ta'%)#+a %t*%t +a)t% "(a# *a()# *aa "7*ata# *#a#$a#a#
"!%'a# ) R%&a' Sa")t B%#a S%ra,a+a.

1.< Ma#-aat P#!)t)a#

P#!)t)a# )#) )'ara*"a# a*at &&,r)"a# &a#-aat a#tara !a)# :
1.<.1 Ba$) R%&a' Sa")t B%#a S%ra,a+a
D)'ara*"a# a*at &#$ta'%) a# &&,r)"a# )#-r&a() &#$#a)
"*%a(a# *a()# +a#$ "!%'a##+a )ta#$a#) (7ara 7*at.

1.<.2 Ba$) P#%!)(

M#$ta'%) a# &&a'a&) t)#$"at "*%a(a# *a()# +a#$ "!%'a##+a
)ta#$a#) (7ara 7*at.

BAB II

TINJAUAN PUSTAKA

2.1 P#a#$a#a# K!%'a#

M#%r%t T/)*t# 3200<5 *#$rt)a# "!%'a# aa!a' S7ara (r'a#a

"!%'a# ,)(a )art)"a# (,a$a) %#$"a*a# "t)a"*%a(a# ata% ""76aa#.
Or$a#)(a() ,)(a &#$%&*%!"a# "!%'a# *!a#$$a# &!a!%) (/%&!a' 7ara )
a#tara#+a "ta" (ara# -r&%!)r "!%'a# *!a#$$a# (a!%ra# r!*# "'%(%(
6,()t "art% "&#tar (%r?) "*%a(a# *!a#$$a# a# 7%(t&r )t (%r?+(.
S)t%a() )#) )"#a! #$a# )(t)!a' 9R7?r+ Para.
Bra(ar"a# ,r,a$a) r)(t *()"!$) "#(%&# "!%'a# ,)(a ),a"a#
&#/a) %a t)* )#(tr%&#ta! 7&*!a)#t( a# ##)(tr%&#ta! 7&*!a)#t(.
I#(tr%&#ta! 7&*!a)#t( &r%*a"a# "!%'a# +a#$ )%#$"a*"a# #$a# t%/%a#
&#$%,a' ()t%a() ata% "aaa# +a#$ t)a" ))#$)#"a#. P!a#$$a# +a#$ &#$!%'
 ,)(a &r%*a"a# ta&,a#$ &a( ",r'a()!a# ta*) /%$a (,a$a) a6a! ar)
&a!a*ta"a )&a(a &#ata#$. Ha! )#) (a#$at tr$a#t%#$ ar) ,a$a)&a#a
 *r%(a'aa# &#$'ar$a) (aat "#ta" #$a# *!a#$$a#. Aa t)$a a!a(a# %ta&a
+a#$ &#+,a,"a# *r$ra& "!%'a# *!a#$$a# &&,r)"a# "%#t%#$a# +a#$
 ,(ar :
1. K!%'a# &&*r!)'at"a# ,)a#$,)a#$ +a#$ &&,%t%'"a# *r,a)"a#.
2. K!%'a# &r%*a"a# "(&*ata# "%a %#t%" &&,r)"a# *!a+a#a#
a# "*%a(a# "*aa *!a#$$a# +a#$ "76a.
>. K!%'a# &r%*a"a# (%at% *!%a#$ %#t%" &&*r"%at !+a!)ta(
 *!a#$$a#.

K!%'a# +a#$ )(a&*a)"a# *!a#$$a# *a(t) &&)!)") a!a(a# "t)a"*%a(a#

ata( (%at% ,ara#$ ata% /a(a +a#$ )$%#a"a##+a. Ha! tr(,%t &#+,a,"a#
(,a)"#+a *r%(a'aa# 'ar%( &&*r'at)"a# !a#$"a'!a#$"a' *#t)#$ %#t%" 
&#$ata() "!%'a#"!%'a# tr(,%t (*rt) +a#$ )%#$"a*"a# !'
3Ra#$"%t)200>5:
1. M##$ar"a# "!%'a# +a#$ ata#$ ar) *!a#$$a#.
2. M#$rt) &a(a!a' a# &#$"r(7" #$a# *)'a" +a#$ ,r(a#$"%ta#.
>. M&)#ta &aa- ata( #a&a *r%(a'aa# a# ,rtr)&a "a()' ata( "!%'a#
+a#$ )(a&*a)"a#.
4. M#/!a("a# *r(( +a#$ a"a# )!a"%"a# !' *r%(a'aa# %#t%" 
&&7a'"a# &a(a!a' tr(,%t.
 <. Br)"a# )#-r&a() (7ara ta)! "a*a# "!%'a# tr(,%t a*at
tr(!(a)"a# a# #$a# ()a*a *!a#$$a# a*at &#$'%,%#$).

D)/!a("a# !,)' r)#7) *aa ,%"% *a#%a# *#a#$a#a# "!%'a# +a#$

)"!%ar"a# !'  Australian Council For Safety and Quality in Health  Car
3200<5 ,a'6a aa guidelines +a#$ )!a"%"a# %#t%" &#a#$a#) "!%'a# *a()#
+a)t%:
1. K&)t&# tr'aa* *!a#$$a# a# *#)#$"ata# "%a!)ta( 3C&&)t&#t
t C#(%&r( a# %a!)t+ I&*r?&#t5
P&)&*)# a!a& *!a+a#a# "('ata# &&*r&()"a# *#"ata#
+a#$ ,r-"%( *aa *!a#$$a# "!%'a# (,a$a) ,a$)a# ar) *r$ra&
 *#)#$"ata# &%t% ,r"!a#/%ta# (*rt) *#ta*a# *&a# t"#)(.
a. P&)&*)# a!a& *!a+a#a# &&*r&()"a# *ra6ata# +a#$
 ,r-"%( *aa *!a#$$a# (,a$a) ar) *r,a)"a# tr%(&#r%( a#
 *&!)'araa# "%a!)ta( a# "a&a#a# *ra6ata# a# !a+a#a#.
 ,. S&%a &a#a/r !a+a#a# &&$a#$ ta#$$%#$ /a6a, a# &&)!)")
 *&a'a&a# *#$!!aa# *#$a%a# +a#$ -"t)-.
7. La+a#a# &&)!)") ",)/a"a# *#$!!aa# *#$a%a# a# *r(%r
(ta- +a#$ a*at &#$$a&,ar"a# a# (7ara r%t)# )$%#a"a# ((%a)
#$a# *ra# &r"a a# ta#$$%#$ /a6a,.
. La+a#a# )#) &#+)a"a# (%&,r a+a +a#$ &&aa) %#t%" 
&&*rta'a#"a# "!%'a# ()(t& &a#a/&# tr%ta&a %#t%" 
 *!at)'a# (ta- ((%a) %"%#$a# a&)#)(tra() a# (ta-.
. La+a#a# &&)!)") ",)/a"a# t#ta#$ informed consent   +a#$
)*a'a&) !' (ta- +a#$ r!?a#.
-. Sra#$ a#$$ta t*at tra&*)! a# (#)r (ta- ,rta#$$%#$ /a6a,
%#t%" ()(t& *#$!!aa# *#$a%a# a# &!a*r "*aa (#)r 
+a#$ &a#a/&#.
2. A"(( 3 Accesible5
 St)a* "&*!a)# &#a*at"a# *r!a"%a# +a#$ (a&a a)! ta#*a
&&,a,a"a#.
 g( Confidential 
M#$'ar$a) a# &#/a$a ")#$)#a# a# *r)?a() *!a#$$a#.
h( Records
Data &#$#a) "&*!a)# )(%(%# (&)")a# r%*a (')#$$a
&&%a'"a# (t)a* %*a+a *r,a)"a# +a#$ ,r"()#a&,%#$a#.
). S%&,r Da+a
Pr%(a'aa# &#$a!"a()"a# (%&,r a+a a# )#-ra(tr%"t%r +a#$
&&aa) %#t%" *#$&,a#$a# a# *#+&*%r#aa# ()(t& *#a#$a#a#
"&*!a)# tr&a(%" *!at)'a# "ar+a6a#.
 *( Remedy
P&7a'a# a# *#+!(a)a# +a#$ t*at 3(*rt) *r&'#a# &aa-
'a)a' $a#t) r%$) refund 5 %#t%" (t)a* "&*!a)# )tta*"a# a#
))&*!&#ta()"a# (7ara "#("%#.

2.2 K*%a(a# Pa()#

M&a'a&) ",%t%'a# a# ")#$)#a# *a()# aa!a' 'a! *#t)#$ +a#$
&&*#$ar%') "*%a(a# *a()#. Pa()# +a#$ *%a( &r%*a"a# a(t +a#$ (a#$at
 ,r'ar$a "ar#a a*a,)!a *a()# &ra(a *%a( &r"a a"a# tr%( &!a"%"a#
 *&a"a)a# tr'aa* /a(a *)!)'a##+a tta*) /)"a *a()# &ra(a t)a" *%a( &r"a
a"a# &&,r)ta'%"a# %a "a!) !,)' ',at "*aa ra#$ !a)# t#ta#$ *#$a!a&a#
 ,%r%"#+a. U#t%" &#7)*ta"a# "*%a(a# *a()# r%&a' (a")t 'ar%( &#7)*ta"a#
a# &#$!!a (%at% ()(t& %#t%" &&*r!' *a()# +a#$ !,)' ,a#+a" a#
"&a&*%a# %#t%" &&*rta'a#"a# *a()##+a.
Pa()# aa!a' ra#$ (a")t +a#$ )ra6at "tr a# t#a$a "('ata# !a)##+a
)t&*at *ra"t" 3Y%6# 200>5. Sa#$"a# "*%a(a# aa!a' *ra(aa# (#a#$
((ra#$ +a#$ ,ra(a! ar) *r,a#)#$a# a#tara "(#a#$a# tr'aa* a"t)?)ta(
a# (%at% *r%" #$a# 'ara*a##+a 3N%r(a!a& 20115. Kt!r 3a!a& N%r(a!a&
 20115 &#+,%t"a# ,a'6a "*%a(a# aa!a' *ra(a# (#a#$ ata% "76a
((ra#$ +a#$ &%#7%! (t!a' &&,a#)#$"a# a#tara *r(*() ata% "(a##+a
tr'aa* ")#r/a ata% 'a()! (%at% *r%" a# 'ara*a#'ara*a##+a.
(t,r" F R)!!+ 3a!a& T/)*t# 200;5 ,r*#a*at ,a'6a "*%a(a#
 *!a#$$a# &r%*a"a# r(*# &()#a! tr'aa* *#$a!a&a#*#$a!a&a#
 ,r"a)ta# #$a# *r%" ata% /a(a trt#t% +a#$ ),!) $ra) r)t! ata% ,a'"a#
 *!a *r)!a"% 3(*rt) *r)!a"% ,r,!a#/a a# *r)!a"% *&,!)5 (rta *a(ar 
(7ara "(!%r%'a#. M#%r%t Ya&)t 320025 "*%a(a# *!a#$$a# aa!a' 'a()!
3%t7&5 +a#$ )ra(a"a# ata( *#$$%#aa# *r%" a# /a(a (a&a ata% &!,)')
'ara*a# +a#$ ))#$)#"a#.
Sa#$"a# P'a# 3200;5 &#+,%t"a# ,a'6a "*%a(a# *a()# aa!a'
t)#$"at *ra(aa# *a()# +a#$ t)&,%! (,a$a) a"),at ar) ")#r/a !a+a#a#
"('ata# +a#$ )*r!'#+a (t!a' *a()# &&,a#)#$"a# #$a# a*a +a#$
)'ara*"a##+a. P#a*at !a)# ar) E#a#$ 3a!a& Ma&)" 20105 ,a'6a
"*%a(a# *a()# &r%*a"a# ?a!%a() ata% *#)!a)a# (t!a' &&a"a) (%at%
 *!a+a#a# ,a'6a *!a+a#a# +a#$ )*)!' (t)a"t)a"#+a &&#%') ata%
&!,)') 'ara*a#.
Bra(ar"a# %ra)a# ar) ,,ra*a a'!) )ata( &a"a a*at )()&*%!"a#
 ,a'6a "*%a(a# *a()# aa!a' 'a()! *#)!a)a# a!a& ,#t%" r(*# &()#a!
3*ra(aa# (#a#$ a# *%a(5 *aa *a()# "ar#a tr*#%')#+a 'ara*a# ata%
")#$)#a# a!a& &#$$%#a"a# a# &#r)&a *!a+a#a# *ra6at.

2.> P!a+a#a# Pr)&a

2.>.1 P#$rt)a# *!a+a#a# *r)&a

P!a+a#a# aa!a' (%at% "$)ata# ata% %r%ta# "$)ata# +a#$ tr/a)

a!a& )#tra"() !a#$(%#$ a#tara ((ra#$ #$a# ra#$ !a)# ata% &()#
(7ara -)()" a# &#+)a"a# "*%a(a# *!a#$$a# 3Barata 200> >05.
Da!a& Ka&%( ,(ar Ba'a(a I##()a )/!a("a# *!a+a#a# (,a$a) %(a'a
&!a+a#) ",%t%'a# ra#$ !a)#. Sa#$"a# &!a+a#) aa!a' &&,a#t%
&#+)a*"a# 3&#$%r%(5 a*a +a#$ )*r!%"a# ((ra#$.
P!a+a#a# *r)&a 3Sr?)7 E7!!#t5 aa!a' (%at% *!a+a#a# +a#$
tr,a)" a!a& &&#%') 'ara*a# a# ",%t%'a# *!a#$$a#. D#$a# "ata
!a)# *!a+a#a# *r)&a &r%*a"a# (%at% *!a+a#a# +a#$ &&#%') (ta#ar 
"%a!)ta(. P!a+a#a# +a#$ &&#%') (ta#ar "%a!)ta( aa!a' (%at%
 *!a+a#a# +a#$ ((%a) #$a# 'ara*a# a# "*%a(a#
 *!a#$$a#@&a(+ara"at 3Ma+ 200= 85.
K&%)a# *#a*at !a)# &#$ata"a# ,a'6a *!a+a#a# *r)&a
aa!a' "*%!)a# tr'aa* *!a#$$a#. Ja) *!a+a#a# *r)&a *aa a(ar#+a
aa!a' ra(a "*r%!)a# r$a#)(a() +a#$ ,rr)#ta() "%#t%#$a# 3*r-)t
r)#t5 ata% r$a#)(a() +a#$ ,rr)#ta() 1%,!)7 3##*r-)t5 tr'aa*
 *!a#$$a# +a#$ )t%#/%""a# #$a# aa#+a ()"a* *r'at)a# a# t)#a"a#
#+ata (')#$$a *!a#$$a# &ra(a #+a&a# #$a# *!a+a#a# *r)&a +a#$
),r)"a# 3Prat& F S'a-- 2000 10;5.
P#a*at !a)# &#+ata"a# ,a'6a !a+a#a# *r)&a aa!a' *!a+a#a#
#$a# (ta#ar "%a!)ta( +a#$ t)#$$) a# (!a!% &#$)"%t) *r"&,a#$a#
",%t%'a# *!a#$$a# (t)a* (aat (7ara "#()()t# a# a"%rat
3Ra'&a+a#t+ 201> 185.
D-)#)() &#$#a) *!a+a#a# *r)&a +a#$ (r)#$"a!) )%#$"a*"a#
!' *ara *!a"% ,)(#)( tra*at a!a& ,%"% *!a+a#a# *r)&a 3Barata 200>
2;5:
a. La+a#a# *r)&a aa!a' &&,%at *!a#$$a# &ra(a *#t)#$
 ,. La+a#a# *r)&a aa!a' &!a+a#) *!a#$$a# #$a# ra&a' t*at
a# 7*at
7. La+a#a# *r)&a aa!a' *!a+a#a# #$a# &#$%ta&a"a#
"*%a(a# *!a#$$a#
. La+a#a# *r)&a aa!a' *!a+a#a# *t)&a! +a#$ &#$'a()!"a#
"*%a(a# *!a#$$a#
 . La+a#a# *r)&a aa!a' &#&*at"a# *!a#$$a# (,a$a) &)tra
-. La+a#a# *r)&a aa!a' "*r%!)a# "*aa *!a#$$a# %#t%" 
&&,r)"a# ra(a *%a(
$. La+a#a# *r)&a aa!a' %*a+a !a+a#a# tr*a% %#t%" "*%a(a#
 *!a#$$a#

Tra*at ,,ra*a -)#)() t#ta#$ "%a!)ta( *!a+a#a# &#%r%t

K'a)r%! &a+ 3200=5. Da# ar) (/%&!a' -)#)() tr(,%t tra*at
 ,,ra*a "(a&aa# +a)t%:
a. K%a!)ta( &r%*a"a# %(a'a %#t%" &&#%') 'ara*a# *!a#$$a#
 ,. K%a!)ta( &r%*a"a# "#)() &%t% +a#$ (t)a* (aat &#$a!a&)
 *r%,a'a#
7. K%a!)ta( )t% &#7a"%* *r(( *r%" ,ara#$ /a(a &a#%()a a#
!)#$"%#$a#
. K%a!)ta( &r%*a"a# (%at% "#)() )#a&)( +a#$ ,r'%,%#$a#
#$a# *r%" /a(a &a#%()a *r(( a# !)#$"%#$a# +a#$
&&#%') ata% &!,)') 'ara*a#

M#%r%t L%"&a# 3200>5 aa 4 'a! +a#$ *r!% )*r'at)"a#

 ,r"a)ta# #$a# *!a+a#a# *r)&a +a)t%:
1. P!a+a#a# *r)&a ,ar% aa a*a,)!a aa (ta#ar *!a+a#a#.
2. P!a+a#a# *r)&a aa!a' *!a+a#a# +a#$ &&%a("a# *!a#$$a#.
>. U#t%" )#(ta#() +a#$ (%a' &&*%#+a) (ta#ar *!a+a#a# &a"a
 *!a+a#a# *r)&a aa!a' *!a+a#a# +a#$ ((%a) #$a#
(ta#ar#+a.
4. U#t%" )#(ta#() +a#$ ,!%& &&*%#+a) (ta#ar *!a+a#a# &a"a
 *!a+a#a# *r)&a aa!a' *!a+a#a# +a#$ )a#$$a* tr,a)" !'
)#(ta#() +a#$ ,r(a#$"%ta#.
 >. Kat$r) 9"%ra#$ +a)t% a*a,)!a *!a+a#a# *r)&a +a#$ ,a)" &#7a*a) 
0.

BAB V

DATAR PUSTAKA

A&)r%)# R)6a#. 200;. P#"ata# M%t% a# K*%a(a# P!a#$$a# a!a&

P!a+a#a# K('ata#. Ma"a((ar: U#'a(.

A%(tra!)a# C%#7)! -r Sa-t+ a# %a!)t+ )# Ha!t' Car. 200<.  etter !ractice
#uidelines on Complaints &anagement for Health Care Service.
Barata At* A. 2004. Da(ara(ar P!a+a#a# Pr)&a. Ja"arta: PT E! M)a
K&*%t)#.

C&&#6a!t' O&,%(&a# - A%(tra!)a. 200=. etter !ractice #uide to Complain

 Handling . C&&#6a!t' O&,%(&a# Ca#,rra.

Er#a6at). 2010. P#$ar%' H%,%#$a# Kr/a a# L)#$"%#$a# Kr/a tr'aa* K)#r/a
P$a6a) #$a# Mt)?a() Kr/a (,a$a) Var)a,! Mrat)#$. J%r#a! E"#&)
a# K6)ra%(a'aa#.

Gr(# R)7'ar. . 2002. M#$%"%r K*%a(a# P!a#$$a# Tr/: H(t)

)+a#)#$r%&. P#r,)t PPM Ja"arta.

Ha#(# H. )##) K. F H()a . 2004. -he %mpact of Quality on the "eman for 
Outpatient Service in Cyprus( .ondon, UK: J%r#a! Ha!t' E7#&)7. 1>:
11;1180.

Ha!t' Sr?)7( R?)6 C%#7)!. 200<. #uide to Complaint Handling in Health Care
Services( C Pt+ Lt.

I!+a( Ya(!). 2000. Pr#7a#aa# SDM R%&a' Sa")t Tr) Mta a# r&%!a. P%(at
Ka/)a# E"#&) K('ata# KM UI D*".
K)a#t)#) R(t+. 200>. A#a!)()( Ma#a/&# P#a#$a#a# K!%'a# P(rta *aa
Pr$ra& Ja&)#a# P&!)'araa# K('ata# 3PJPK5 S)#t Car!%( Ja"arta 200>.
U#)?r()ta( I##()a D*".
Ma+ K'a)r%! 200= Ha")"at a# P#$rt)a# P!a+a#a# Pr)&a Ja"arta  C'a&a
D)$)t.
Ma&)" 2010. P#$ar%' Ga+a K*&)&*)#a# Mt)?a() Kr/a Da# K&)t&#
Or$a#)(a() Tr'aa* K)#r/a Kar+a6a#. Ma/a!a' E"#&). Ta'%#  N. 1
A*r)! 2010
P'a# I.S. 3200;5. Ja&)#a# &%t% La+a#a# K('ata# : Da(ara(ar P#$rt)a# a#
P#ra*a#. Ja"arta. EGC.
Ra'&a+a#t+ N)#a.2010. Ma#a/&# P!a+a#a# Pr)&a. Y$+a"arta: Gra'a I!&%
Ra#$"%t) r+. 200>.  &easuring Customer Satisfication(  Ja"arta: PT Gra&)a
P%(ta"a Uta&a.
T/)*t# a+ a# A#a(ta()a. 200>. Tta! %a!)t+ Ma#a$&#t. Y$+a"arta A#).
Ya&)t %!)a#. 3200<5. &ana*emen /ualitas !rodu' dan 0asa. E)() Prta&a Cta"a#
K&*at P#r,)t E"#)()a Ka&*%( a"%!ta( E"#&) UII Y$+a"arta.

BAB VI

RENCANA SUMBER BIAYA

R#7a#a (%&,r ,)a+a ,ra(a! ar) ,)a+a (#)r) ata% *r),a).