Communication Strategies in Patient Complaint Handling at the Class I Health Quarantine Center of Tanjung Balai Karimun

Abstract

Evaluation of complaint handling is essential for improving service quality in healthcare institutions. Effective complaint management relies on clear procedures and strong communication skills among staff when interacting with patients. At the Health Quarantine Center Class I Tanjung Balai Karimun, complaint handling has not been fully optimal, as shown by recurring issues such as inadequate facilities, noncompliance with staff schedules, and limited staff capability in serving patients. A major contributing factor is the absence of a standard operating procedure (SOP) specifically regulating communication in managing patient complaints. This research is conducted using the qualitative approach and case study method through in-depth interview. The informants of this research are the Head of Class 1 Health Quarantine Site at Tanjung Balai Karimun, the Head of Public Service and Integrity Zone, and the Observer of Health Quarantine, and the Public Relations Officer. Common communication barriers include misunderstandings about referral schedules, incorrect referrals, and patients from outside the area not following proper procedures. These challenges emphasize the necessity of establishing clear SOPs and providing effective communication training for all employees to enhance service quality and improve patient satisfaction.