COMPLAINT MANAGEMENT ON HEALTH CARE IMPROVEMENT EFFORTS AS A CUSTOMER SATISFACTION

Y, Pratiwi and A, Fresty and W, Martini (2016) COMPLAINT MANAGEMENT ON HEALTH CARE IMPROVEMENT EFFORTS AS A CUSTOMER SATISFACTION. In: The Proceeding of 7th International Nursing Conference: Global Nursing Challenges in The Free Trade Era, 8-9 April 2016, Surabaya.

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Official URL: http://www.ners.unair.ac.id

Abstract

Introduction: Health care is a services provision form that are at the forefront in the service that should be taken seriously how the quality of the service provided. This study aimed to review literatures related to the behavior of customer complaints and how service providers response with customers ideas or complaints in the hope that can help health care providers determine the best strategy in maintaining consumer confidence and awareness in order to feel satisfied with the services provided. Method: Schoolar google, proquest and PubMed were used to search the articles restricted between 2005 to 2015. Through the keyword "customer complaint", "patient complaint", "customer complaints", "complaint management", "management of complaints "," hospitals ", and " health services ", got 2 articles, 2 theses and one chapter books appropriate to do a review. Articles, thesis and chapter books obtained then reviewed in accordance with the inclusion criteria based on the PICO frame work. Result: The results of the 5 reviewed literature provide the methods and the importance of complaint management in health care providers (hospitals and clinics) to enhance customer satisfaction. Conclusion: Good customer complaints management can be improved materials for health care providers in an effort to improve customer satisfaction. Key words: customer complaint, complaint management, hospitals, health services

Item Type: Conference or Workshop Item (Speech)
Subjects: R Medicine > RT Nursing
Divisions: Faculty of Medicine, Health and Life Sciences > School of Medicine
Depositing User: Dimas Dwi Arbi
Date Deposited: 06 Sep 2016 02:24
Last Modified: 06 Sep 2016 02:24
URI: http://eprints.ners.unair.ac.id/id/eprint/263

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