01 Film Pendek: Etik dan Hukum Rumah Sakit

Summary

This transcript describes a tense situation in a hospital where a family, frustrated with long wait times and lack of empathy from medical staff, expresses their dissatisfaction. The family recounts waiting for hours without being called for treatment, while others were prioritized. Despite reporting the issue to nurses and hospital management, no satisfactory solution was offered. The situation escalates to a public social media post. The hospital acknowledges the mistake, apologizes, and commits to improving internal procedures. A formal mediation and apology process is set up to resolve the matter between the family and the hospital.

Takeaways

• 😀 A patient and her family waited for approximately 3 hours for treatment but experienced delays while other patients were seen more quickly.
• 😀 Frustration grew as the patient, Ibu Susi, was in discomfort due to the long wait time.
• 😀 The family reported the issue to the nurses and hospital staff, but received no clear explanation or empathy in response.
• 😀 After no resolution from the hospital staff, the family shared their experience on social media, which led to a public outcry.
• 😀 The hospital responded to the viral situation by offering an apology and acknowledging the failure to follow proper procedures.
• 😀 The hospital admitted that some staff members did not adhere to established protocols, contributing to the situation.
• 😀 The hospital promised to increase oversight and improve staff compliance with protocols to prevent similar incidents in the future.
• 😀 A mediation session was held between the family and the hospital to clarify the situation and seek a resolution.
• 😀 The hospital offered a written apology and committed to making corrective actions, including a formal apology from the staff involved.
• 😀 The resolution included the signing of an agreement that would ensure better handling of future complaints and improved care practices.

Q & A

What issue did the family face upon arriving at the hospital?

The family waited for approximately three hours for medical treatment but was not called in, despite being ahead of other patients who arrived later.

How did the family try to address their concerns during the wait?

The family reported the issue to the nurse and the hospital service department, but they did not receive any clear explanations or empathetic responses.

What was the condition of the family member who had been waiting?

The family member, who was in pain, became increasingly distressed due to the long wait and eventually felt worse.

Why did the family decide to share their story on social media?

After receiving no satisfactory responses from the hospital staff, the family shared their experience on social media to seek justice and raise awareness about their situation.

How did the hospital respond to the family's complaint during the mediation?

The hospital acknowledged the issue, apologized, and explained that although they had proper procedures in place, some staff members did not adhere to them.

What did the hospital promise to improve after the incident?

The hospital promised to increase oversight and ensure that staff follow the standard operating procedures more effectively in the future.

What law did the hospital refer to in the mediation process?

The hospital referred to Law No. 29 of 2004 concerning health services, which mandates that any potential negligence by healthcare workers be addressed through mediation.

What did the hospital propose as a resolution to the issue?

The hospital offered a written apology from the healthcare workers involved and proposed corrective actions to ensure such incidents don't happen again.

How did the family feel about the hospital's apology?

The family appreciated the hospital's apology but expressed regret over their initial decision to share the incident on social media, acknowledging that they acted without thinking it through.

What was the outcome of the mediation between the hospital and the family?

The family and the hospital reached a resolution where the hospital issued a written apology and promised to improve its services, with the healthcare worker involved also apologizing personally.