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CHAPTER I

INTRODUCTION

A. Background
Complaints are an inevitable consequence of error, consequently, an
understanding of how things are done around here is a fundamental first step to
developing an appropriate and effective complaint handling procedure
(Ombudsman, 2017). Most people instinctively find the complaint unpleasant
because it can be a very personal comment on performance. In the context of the
hospital once the word complaint is used there is always the danger of personal
reactions and usually negative. Doctors articulate their fears and pains, anxiety
over their reputation, depressed because of a lack of understanding of their actions
and motives, and their vulnerability.
Obviously, there may be fears that complaints will have a significant and
sustained impact on people who are considered wrong. Challenges to the skills of
practitioners tend to be greater than the content of certain complaints, resulting in
almost symbolic opposition to such challenges. Indeed, the intensity and duration
of emotional outcomes do not seem to relate to the size of the error or the
seriousness of the complaint, but rather the ability of the individual physician to
put them into perspective. Responses can and exacerbate complainants
'complaints about defensiveness, use technical language, comment on failure of
plaintiffs' efforts to manage illness, cast doubt on complainant accounts by
labeling them 'bad patients' and on the grounds that Dissatisfaction is a symptom
of treatable disease.
In general, that the handling of complaints in hospitals depends heavily on
the goodwill and cooperation of medical staff. With certain exceptions, the
Ombudsman rarely finds that healthcare professionals, especially doctors and
consultants, engage wholeheartedly with patient complaints. This, when allied
with reluctance by patients to complain, usually because they are so dependent on

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the system, makes the situation so unsatisfactory. Complaint handling is always
seen by medical staff because of problems for administrators, although the core of
the complaint may involve a particular doctor or consultant.
However, it is important for them to see complaints handling and patient
safety as an integral part of clinical governance and risk management. Clinical
governance is about the use of information so as to manage the process in a way
that will ensure the effectiveness and safety of clinical outcomes. Information
may come from clinical audits, incident reporting, risk management procedures
and complaints. This can lead to systematic identification, treatment and
evaluation systematically, incidentally and almost missed by learning from the
lessons being observed.

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CHAPTER II
DISCUSSION

A. Complaint Investigation
1. Make a Complaint
Sometimes, medical treatment may not be acceptable. You have a
right to express your concern and to have this heard and acted on. Anyone can
make a complaint about a health service.
In some circumstances, your relative, carer or friend may raise
concerns or make a complaint on your behalf. A consumer group or advocate
can also complain on your behalf.
Children can make complaints if they are assessed by the health
service as having a sufficient level of maturity and understanding. If the child
is considered to lack the capacity to make a complaint, a parent or legal
guardian can make the complaint on the child's behalf (Queensland
Government, 2015).
2. Steps in Making a Complaint
A manager is responsible in coordinating complaints delivered by
staffs and customers. Complaints come from Health Services Commissioners.
Here are some steps in complaint handling:
a. Step 1: Giving assessment
Every kinds of seriousness of complaints need to be assessed. The
complaints manager is responsible in handling complaints which may
come from customers/patients. The complaints system is analyzing why
there is a problem. It is necessary to find out a problem. The complaints
manager will determine:
1) Who dealt with the complaint
2) Who must be notified

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b. Step 2: Gathering information
A person who is dealing to the complaint needs to ensure that they
have lots of information related to the complaints and desire outcome. A
feedback form needs to be filled in because it is necessary and it can be
checked by the customers. The customer has the right to ask question. The
person who is dealing to the complaint must give explanation to consumer
how the complaint procedure works.
c. Step 3: Giving the Resolution
Make discussion about the resolution with staffs and customers
how to solve the problem. Make a meeting between patient, their family
and staffs. When there are some complaints, you need to make more than
one meeting. It is good idea to give information to consumers to resolve
the complaints. Please make sure that the explanation is factual and
understood by the customers.
d. Step 4: Implementation
Please ensure that the outcome is clearly accepted to the
consumers, staff and management. It is necessary to monito effectiveness
of outcomes. Please make back reports to the consumer, family member,
and friend who made the complaint.
3. Expressing Complaint
Please look at some expressions used in telling complaint below.
No. Expression in telling complaint in Meaning in Bahasa
English
1. I am not satisfied with…. Saya tidak puas terhadap…
2. I want to make complaint… Saya ingin mengajukan
keluhan tentang….
3. There is a misunderstanding about…. Ada kesalahpahaman

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tentang …
4. I don’t understand in the services Saya tidak mengerti
why… terhadap pelayanannya
kenapa…
5. I am afraid I have a complaint about… Saya khawatir saya punya
keluhan tentang…
6. I have a problem about…. Saya punya masalah
tentang…
7. It seems to be wrong with …. Nampaknya ada masalah
tentang…
8. I’m sorry to say about this but I think Maafkan ada masalah
we should… dengan…
9. I’ve got a complaint about… Saya punya keluhan
tentang…
10. Perhaps you forget to…. Mungkin anda lupa untuk…

4. Why is a Good Complaint Examination Important?

Complaints procedures provide an opportunity to put things right for


the patients, clients and their families. But they have an equally important role
to play in improving services. Complaints from patients, clients and their
families can provide a useful additional means of monitoring the quality of
health services. Constructive comments and suggestions also provide a helpful
insight into existing problems and offer new ideas which can be used to
improve these services and provide an opportunity to establish a positive
relationship with the complainant and to develop an understanding of their
needs.

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If a dismissive or defensive approach is adopted in examining a
complaint an opportunity for a constructive outcome can be lost, and an issue
can escalate from what might have been a minor situation into something
more serious and intractable. It is the experience of the Ombudsman (2017)
that people who make complaints are usually not motivated by prejudice or
malice and are not generally seeking financial compensation. What they do
tend to look for is a sincere apology or explanation and an assurance that the
matter giving rise to the complaint will not re-occur. When a complaint is
seen to be ignored, or is handled inadequately, the situation can rapidly
deteriorate and lessen the prospects of a resolution.

B. Conversation Practice
Conversation Pratice 1
Doctor : “Good morning, what seems to be the problem?”
Patient : “Good morning, doctor. I have got high fever and I couldn’t sleep last
night.”
Doctor : “OK, then. It’s not in emergency situation. However, let me check it
first.”
After a moment
Doctor : “Well, this a common fever. Please take an aspirin every 6 hours.”
Patient : “So I don’t need to do blood test, do I?”
Doctor : “Let me repeat it once again. Please take an aspirin every 6 hours and
stop it if you feel better. If after 3 days there is no changes, please
come to the hospital again. Then, the doctor will decide whether
you need to do blood test or not.

Conversation Practice 2
Staff : “Good evening, health service office. How may I help you?”
Patient : “Good evening, I am a patient in Mawar ward. This morning, a nurse

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said that she would check my vital sign. But until now, she didn’t
come to my room. I want to make a complaint about your nurse
medical sevices.”
Staff : “I am really sorry for the inconvenient services you got.
Immediately, I will tell a nurse to check your vital sign in a minute.
Please be patient.”
Patient : “Sure, I look fowar to hearing from you.”

C. Grammar Focus
(+) Subject + be + adjective
Example:
Her body is weak.
John’s leg is injured.
Those foods are injurious.
(-) Subject + be + not + adjective
Example:
Her body isn’t weak.
John’s leg is not injured.
Those foods are not injurious.
(?) To be+ subject + adjective
Example:
Is her body weak? (yes, it is/ /no, it is not)
Is John’s leg injured? (yes, it is/ /no, it is not)
Are those foods injurious? (yes, they are/ /no, they are not)

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CHAPTER III
CLOSING

A. Conclusion
Sometimes, medical treatment may not be acceptable. You have a right to
express your concern and to have this heard and acted on. Anyone can make a
complaint about a health service. A manager is responsible in coordinating
complaints delivered by staffs and customers. Complaints come from Health
Services Commissioners. Here are some steps in complaint handling: giving
assessment, gathering information, giving the resolution, and implementation.
Complaints procedures provide an opportunity to put things right for the patients,
clients and their families. But they have an equally important role to play in
improving services. Complaints from patients, clients and their families can
provide a useful additional means of monitoring the quality of health services.
When a complaint is seen to be ignored, or is handled inadequately, the situation
can rapidly deteriorate and lessen the prospects of a resolution.

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BIBLIOGRAPHY

Ombudsman. 2017. Complaints and Complaint Handling. Available in:


www.ombudsman.ie (Accessed on: October, 10th 2017).
Juliarta, Made. 2017. English For Nursing. Denpasar.
Queensland Government. 2015. Complaints and Compliments About Health Services.
Available in: www.qld.gov.au (Accessed on: October, 10th 2017).

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