THE COMPLAIN MANAGEMENT STRATEGY IN DEALING WITH ALLEGED MALPRACTICE IN DIGITAL ERA
Universitas Muhammadiyah Yogyakarta
DOI:
https://doi.org/10.56943/jmr.v1i2.75According to the data from Central Indonesian Doctors Association (IDI) Legal Aid Institute, in Indonesia there are approximately 210 cases of suspected malpractice. Medical accidents have caused real injury to the patients, health care system, and reduced trust between the patients and medical personnel. This study aims to identify the hospital strategies in dealing with patient complaints due to alleged malpractice in digital era. This study conducted the preparation of literature review with systematic technique in selecting and searching using international and national databases. Due to large number of complaints that come in, it is important for hospitals to create a complaint handling system by improving the complaint handling process by preparing professional resources in handling the complaints. The preventive efforts are also needed by increasing awareness about patient safety, implemented the service procedures in accordance with existing SOPs, and filling out the documents properly and correctly such as requesting a letter of approval for action by providing an explanation of procedures and prognosis of treatment.
Keywords: Complain Management Strategy Digital Era Malpractice
Bawden, D. (2000). Effective literature searching for research (2nd Edition.); Sarah Gash Gower, Aldershot, 2000, price £12.95, 133 pages, ISBN 0-566-08125-3. International Journal of Information Management, 20(5), 407. https://doi.org/10.1016/S0268-4012(00)00033-5
Cooper, K., Hatfield, E., & Yeomans, J. (2019). Animated stories of medical error as a means of teaching undergraduates patient safety: an evaluation study. Perspectives on Medical Education, 8(2), 118–122. https://doi.org/10.1007/s40037-019-0498-1
Ginting, V. P. . (2017). Penanggulangan Malpraktek Yang Dilakukan Oleh Tenaga Kesehatan (Studi di Wilayah Bandar Lampung). universitas lampung.
Huque, R., Al Azdi, Z., Ebenso, B., Nasreen, S., Chowdhury, A. A., Elsey, H., & Mirzoev, T. (2021). Patient Feedback Systems at the Primary Level of Health Care Centres in Bangladesh: A Mixed Methods Study. SAGE Open, 11(2), 215824402110114. https://doi.org/10.1177/21582440211011458
Putra, A. P. (2020). Penyelesaian Dan Pertanggungjawaban Pidana Dokter Terhadap Pasien Dalam Perkara Malpraktik Medik. Magistra Law Review, 1(01), 59. https://doi.org/10.35973/malrev.v1i01.1410
RETNOWATI, K., Natangsa Surbakti, S.H., Wardah Yuspin, P. D. (2018). Perlindungan Hukum Bagi Korban Malpraktek Medik Akibat Pelanggaran Kode Etik Kedokteran Di Surakarta. Universitas Muhammadiyah Surakarta.
Sibarani, S. (2017). Aspek Perlindungan Hukum Pasien Korban Malpraktik Dilihat Dari Sudut Pandang Hukum Di Indonesia. Justitia et Pax, 33(1). https://doi.org/10.24002/jep.v33i1.1417
Terry, C., & Cain, J. (2016). The Emerging Issue of Digital Empathy. American Journal of Pharmaceutical Education, 80(4), 58. https://doi.org/10.5688/ajpe80458
Thi Thu Ha, B., Mirzoev, T., & Morgan, R. (2015). Patient complaints in healthcare services in Vietnam’s health system. SAGE Open Medicine, 3, 205031211561012. https://doi.org/10.1177/2050312115610127
Toraldo, D. M., Vergari, U., & Toraldo, M. (2015). Medical malpractice, defensive medicine and role of the “media” in Italy. Multidisciplinary Respiratory Medicine, 10(1), 12. https://doi.org/10.1186/s40248-015-0006-3
Turk, A., Fleming, J., Powell, J., & Atherton, H. (2020). Exploring UK doctors’ attitudes towards online patient feedback: Thematic analysis of survey data. Digital Health, 6, 205520762090814. https://doi.org/10.1177/2055207620908148
Vaidotas, M., Yokota, P. K. O., Negrini, N. M. M., Leiderman, D. B. D., Souza, V. P. de, Santos, O. F. P. dos, & Wolosker, N. (2019). Medication errors in emergency departments: is electronic medical record an effective barrier? Einstein (São Paulo), 17(4). https://doi.org/10.31744/einstein_journal/2019GS4282
Warnasouda, S.Y., Mufidi, M.F., Sukarya, W. S. (2019). Perlindungan Hukum Dokter Dalam Perspektif Undang Undang Tentang Rumah Sakit.
YIN, T., LIU, Z., XU, Y. (2019). Analysis of Crisis Management of Medical Disputes in China and Australia: A Narrative Review Article. Iran J Public Health, 2116–2123.
