Application of the Value of Altruism and Doctor’s Responsibility in Handling Patient Complaints at the Hospital [Raboan Discussion Forum]

The Center for Bioethics and Medical Humanities (CBMH FK-KMK UGM) again held the Raboan Discussion Forum on Wednesday (30/11). The weekly forum raised the topic Application of the Value of Altruism and Doctor’s Responsibility in Handling Patient Complaints at the Hospital. On this occasion, the speaker was dr. Rizka Putri Pratiwi, M.Sc. Meanwhile, the moderator of the discussion was dr. Tiea Khatija.

In her presentastion, dr Rizka explain the aims of her study is to identify the types of patient complaints and the process of handling them in the hospital, as well as evaluate the application of altruism and responsibility values in handling these complaints. The method used is qualitative research with a phenomenological approach, by collecting data through in-depth interviews with 15 doctors and several patients, as well as secondary data from Standard Operational Procedure documents. The results showed that there were four sub-themes in the types of patient complaints, namely types of complaints in three domains (clinical, management, and relationships), ways of submitting complaints, flow of complaint handling, and doctors’ perceptions of complaints as an important part of service. The complaint handling process includes identification, finding solutions, delivering solutions, patient feedback, documentation, and evaluation, and the values of altruism and responsibility have been applied. However, there are still some obstacles in the implementation of the value of responsibility that require improvement and improvement. Overall, the handling of patient complaints at the hospital has been carried out well, but still requires improvement to improve service quality.