UNIVERSITAS AIRLANGGA



Detail Article

Administrasi dan Kebijakan Kesehatan

ISSN 1412-8853

Vol. 9 / No. 2 / Published : 2011-05

Order : 7, and page :113 - 121

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Original Article :

Managing voice of the customer based on patient satisfaction

Author :

  1. Hendri Harianto*1
  1. Rumah Sakit Paru Dungus Madiun

Abstract :

There were high default rate of TB treatment using DOTS strategies at Dungus Lung Hospital, Madiun (RSPDM), that exceeds the national standard, more than 10%. The most default treatment occurred in the intensive phase during 2006-2008. The research was to reduce the high default rate of TB treatment by carried out the management of voice from customer, that was caused by dissatisfaction from patients and supervisors from hospital in taking medicine within infrastructure, human resources and services process. Observational study and survey research design with cross-sectional study during May 2010. Primary data were collected from patient questionnaires and the supervisors accompanied to swallow the drug. Frequency distribution is used to analyze the data. The supervisors from default patient were aged between 21-50 years, male, elementary education, have no job, no income, living less than 20 km from RSPDM, choose the treatment place because of medical employee, and have a family relationship with the patient. The dissatisfied statement from default patient was because of infrastructure, the personnel, and the complexity in service process. Recommendation for RSPDM was to improve the  quality of health services and health’s employee to lowering the default rate of TB-DOTS patients.

Keyword :

TB DOTS strategy, voice of the customer, default patient,


References :

Stank, T.P., Daugherty, P.J., Ellinger, A.E,,(1997) Voice of the Customer: The Impact on Customer Satisfaction Vol. 33, issue 4, 1997, pages 2–4 : Journal of Supply Chain Management





Archive Article

Cover Media Content

Volume : 9 / No. : 2 / Pub. : 2011-01
  1. The Influence Of Employees Factor, Organization, Work Satisfaction And Commitment Towards Withdrawal Process
  2. Obedience Officer In The Implementation Of Sops
  3. Unit Cost Calculation Using Activity Based Costing Method As The Basis Of Rationalized Tariff
  4. Efforts To Decrease Antibiotic Medication By Behavioral Intention
  5. Recomendation Of Inside-out Approach On Branding Activity
  6. Planning Of Service Quality Deployment Based On House Of Quality Method
  7. Managing Voice Of The Customer Based On Patient Satisfaction
  8. Recommendations To Increase Pap Test Screening Utilization Of Patient Who Had Mammography Screening
  9. Social Marketing Plan To Improve Permanent Tooth Filling At The Dental Clinic Of Public Health Center

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