HUBUNGAN KOMUNIKASI PERAWAT DENGAN COMPLAINT HANDLING DI PUSKESMAS DRADAH LAMONGAN

Abstract

Background: Complaint Handling or called with handling complaint is common complaint _ disclosed dissatisfaction or disappointment . Feelings of dissatisfaction by consumer when buy and use goods , good that in the form of product physique or service service . The purpose of this research is to find out connection communication nurse with complaint handling at the Puskesmas Dradah Lamongan. Methods: Research design used is correlation analytic with approach cross sectional, using Simple consecutive Sampling with whole population patient take care stay and partial sample patient take care stay . Independent variable Communication and dependent variable Complaint Handling . The research instrument used a questionnaire . Data analysis using Spearman Rho test . with a significance level of <0.05. Results: The results of this study after being carried out , the data obtained were almost half communication nurse category good (28.0%) and complaint handling (40.0%). Meanwhile, from the statistical test, the significance value of sign = 0.000 ( p <0.05 ) , with the value of r = 0.671 means that there is a relationship communication nurse with complaint handling have level closeness connection strong. Conclusion: High communication between nurses is expected to have a good impact on handling complaint at the Puskesmas. In this case, it is expected to be more capable, more responsive, friendly to patients and to the patient's family in carrying out tasks and stages at the Puskesmas and have responsibility for the success of the Puskesmas in providing maximum complaint handling to the community