Teknik Komunikasi Efektif Menangani Komplain di Rumah Sakit

Summary

This presentation discusses effective complaint handling in healthcare settings, particularly hospitals. The speaker emphasizes the importance of responding promptly to social media complaints, understanding business processes, and ensuring empathetic communication. Key strategies include addressing complaints in the right platform, involving a team for serious issues, and ensuring confidentiality in offline discussions. The speaker also highlights the need for a structured process to regain patient trust and mitigate risks, as well as the role of communication and follow-up in resolving issues. Overall, the talk focuses on proactive and transparent complaint resolution to improve service quality.

Takeaways

• 😀 Respond to complaints on social media promptly and in real-time to ensure timely resolution.
• 😀 Provide complete responses to complaints either directly in comments or through separate posts on social media.
• 😀 Analyze the severity of the complaint before choosing the method of response, including the option for offline communication.
• 😀 Handling complaints should involve a team, as serious complaints require multiple perspectives and expertise to manage effectively.
• 😀 Personnel handling complaints should have a solid understanding of the hospital's business processes, relevant laws, and strong communication skills.
• 😀 Active listening, empathy, and clear message delivery are essential for successfully resolving complaints.
• 😀 When responding to complaints that are escalating, ensure that responses are clear and include necessary documentation for transparency.
• 😀 Restoring patient trust involves not only resolving complaints but also publishing solutions publicly, including on social media, to show commitment to improvement.
• 😀 Avoid forced public apologies; instead, focus on resolving the issue directly with the patient before considering media involvement.
• 😀 When faced with media requests for public apologies, address the complaint internally first before deciding on public disclosure, avoiding unnecessary media pressure.
• 😀 Always document complaints and resolution efforts to ensure accountability and transparency in the complaint handling process.

Q & A

What are the key steps to handling complaints on social media?

When addressing complaints on social media, the first step is to respond promptly while the issue is still online. Secondly, provide a complete and thoughtful response either in the comment section or through a new post, depending on the severity and spread of the complaint. Lastly, if necessary, move the conversation offline by asking for contact details to resolve the issue privately and avoid public debates.

Should a hospital team consist of legally trained staff for complaint management?

While a legal background can be helpful, it is not essential for managing complaints effectively. The most important factors are understanding the hospital's business processes, having strong communication skills, and being empathetic. A variety of staff members, including medical professionals, can excel in handling complaints as long as they meet these criteria.

How should complaints that escalate to legal issues be managed?

For complaints that may involve legal implications, the hospital should involve a team that includes customer service, supervisors, and legal experts. This ensures that the issue is handled thoroughly and in compliance with regulations. Additionally, it is important to have a clear standard operating procedure (SOP) for escalating and managing such complaints.

What steps can a hospital take to regain a patient's trust after a complaint?

To regain a patient's trust, a hospital must thoroughly address the complaint and ensure that it is properly documented. This involves clear communication about the actions taken to resolve the issue, offering a formal apology if necessary, and demonstrating improvements. Publicly sharing how complaints are resolved can also build transparency and trust.

Can a hospital's public relations team issue reprimands for unprofessional behavior by medical staff?

While the PR team can address complaints related to unprofessional behavior, reprimands should be handled according to the hospital's internal policies and procedures. The PR team's role is to educate and provide feedback rather than publicly reprimanding staff members. Such issues should be addressed privately and in a way that focuses on improvement.

How should a hospital respond to a patient's request for a public apology?

If a patient demands a public apology, it indicates that the complaint has not been fully resolved. The hospital should first ensure that the complaint is handled privately and completely. A forced public apology may be inappropriate unless there is a legitimate need for transparency. It's crucial to assess the situation and decide the best approach based on the severity of the complaint.

What is the role of empathy in handling patient complaints?

Empathy is a crucial element in managing complaints. It allows the staff to understand the patient's feelings and respond in a manner that acknowledges their concerns. Active listening and showing genuine concern for the patient's situation can significantly improve the outcome of the complaint process.

Is it necessary for a hospital to involve multiple people in handling serious complaints?

Yes, serious complaints, especially those that escalate, should not be handled by just one person. Involving a team ensures a more thorough approach and reduces the risk of overlooking important details. A team-based approach also provides support to the individual handling the complaint and helps prevent burnout or emotional strain.

What should a hospital do if a complaint becomes viral on social media?

When a complaint goes viral, the hospital should respond promptly with a clear and thoughtful message that addresses the issue and demonstrates the steps taken to resolve it. It's also helpful to share positive stories or examples of excellent service from the hospital to balance the narrative and show commitment to quality care.

How can a hospital ensure that a complaint is resolved effectively and does not escalate further?

Effective resolution involves clear communication, thorough documentation, and follow-up with the patient to ensure their satisfaction. If the complaint is addressed thoroughly and with empathy, it is less likely to escalate. Transparency in the resolution process, as well as providing alternative solutions or compensation where appropriate, can help prevent further issues.