ABSTRACT

NYI AYU HALISA HUMAIRA C1D1 13249 Management of Public Relations

Communication at Bahteramas Hospital Southeast Sulawesi Province in Overcoming
Patient Complaints. Under the guidance of Asrul Jaya, S. Sos, M. Si as mentor I and
Sutiyana Fachruddin, S. Sos, M.I.Kom as mentor II.

The background that arises in this research is Management of Public Relations

Communication at Bahteramas Hospital Southeast Sulawesi Province in Overcoming
Patient Complaints. The formulation of the problem in this research is how Public
Relations Communication Management Bahteramas Hospital Southeast Sulawesi
Province in overcoming consumer complaints against outpatient services. The
purpose of this research is to know how Public Relation Communication
Management of Bahteramas General Hospital of Southeast Sulawesi Province in
overcoming outpatient complaints.

This research method is implemented in Bahteramas Hospital Southeast

Sulawesi Province, especially in Sub Units Public Relations and Law of Bahteramas
Hospital. In this research, the total informant is 12 people. The type of data used in
this research is qualitative and quantitative data and data analysis techniques used in
this research is descriptive qualitative analysis. The results of this research indicate
that Public Relation of Bahteramas Public Hospital has carried out managerial action
in overcome patient complaints through several stages of communication
management activities are : (a) Search data and facts about complaints submitted by
patients. (b) Planning and formulation based on the identification of complaints. (c)
Implementation of action / action plan in the form of communicative action ; and (d)
Evaluation. Form of formal communication applied by Public Relations RSUD
Bahteramas in the process of settlement of complaints is in the form of vertical,
horizontal, or external communication.

This research is expected to be input or evaluation to RSUD Bahteramas

Southeast Sulawesi Province in particular and local government in order to improve
the quality of patient service in Bahteramas General Hospital. This research is also
expected to act as a reference material (reference) for other researchers, who will
conduct research on the same topic.

Keywords : Public Relations Management of Bahteramas Public Hospital

In Outpatient Patients