Inisiasi Optimalisasi Fungsi Perencanaan Manajer Keperawatan dalam Manajemen Komplain
DOI: 10.29241/jmk.v9i1.1369Author
Desyi Prana Napitupulu(1
), Desyi Prana Napitupulu(2),
(1) Universitas Indonesia
(2) Universitas Indonesia
Corresponding Author
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Abstract
Komplain pasien menjadi hal yang sering ditemukan dalam pelayanan keperawatan. Pengelolaan komplain yang tepat dan efektif dibutuhkan untuk meningkatkan dampak positif komplain terhadap pelayanan. Perencanaan manajemen komplain yang baik sangat penting sebagai dasar pengelolaan komplain yang efektif. Laporan ini bertujuan untuk mendeskripsikan pelaksanaan perubahan berencana dalam inisiasi optimalisasi fungsi perencanaan dalam manajemen komplain. Metode yang digunakan adalah case report yang mencakup kegiatan pengkajian, analisis data, plan of action (POA), implementasi, dan evaluasi. Pengumpulan data dilakukan pada 07–15 September 2022 menggunakan pedoman wawancara, kuesioner yang terdiri dari data demografi dan persepsi manajemen komplain, serta observasi. Hasil pengkajian menunjukkan prioritas masalah dalam penanganan komplain adalah belum optimalnya pelaksanaan fungsi planning dalam penanganan komplain. Penyusunan draft panduan manajemen komplain dan draft SPO breaking bad news: ABCDE serta SPO Budaya greet smile thank (GST) menjadi solusi permasalahan. Implementasi POA dilakukan menggunakan pendekatan perubahan berencana kotter’s eight-step plan. Upaya pimpinan untuk memperkuat dan mempertahankan perubahan dapat dilakukan dengan pengesahan regulasi manajemen komplain.
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