Patient Complaint Reduction: A Case Study in Maternity Ward of Kemang Medical Care (KMC)

Abstract

Introduction -- Complaint is "a statement of dissatisfaction formally to an aspect of the experience of the service". Formally, complaint is only one of the four types of complaining behavior. The majority appears in form of voicer, which is the complaint that something is wrong in the organization. Another type is activism, which is revenge. Two smaller types are irates and passivism. Irates shows the complaint by involving in the spread of negative news about hospital services, whereas the pacifists do not state the complaint but use the word "wait a second" to "finish" and finally never comeback.Methodology -- This study consists of qualitative and quantitative components. Qualitative component consists of interviews and document studies in the planning stage. While the interview, document study, and observation methods were performed in the implementation stage. The analysis was performed by comparing the theoretical principles adapted from the existing context.Result -- Patient complaints were reduced with sigma level from 2.98 to 3.78. Patients were satisfied with the services; 82%. Number of complaints was from 26 to 14. Sigma level for inpatient preparation was from 3.77 to be 4.03. 88%, the room was ready in Conclusion -- This study proved that the implementation of Lean Six Sigma in KMC has succeeded to reduce the patient complaints upon all output variables. Results found the highest sigma contained in the inpatient preparation.