Panduan Penanganan Keluhan Pasien

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PANDUAN PENANGANAN

PANDUAN PENANGANAN KELUHAN PAKELUHAN PASIENSIEN

PEMERINTAH DAERAH

PEMERINTAH DAERAH KABUPAKABUPATEN WONOGIRITEN WONOGIRI DINAS KESEHATAN KABUPATEN

DINAS KESEHATAN KABUPATEN

UPT PUSKESMAS BULUKERTO UPT PUSKESMAS BULUKERTO

Tahun 2016

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DAFTAR ISI KATA PENGANTAR………3 BAB I. DEFINISI...4 A. Pn!ahu"uan...4 B. Tu#uan...4 $. D%&n&'&...( BAB II. RUANG )INGKUP...6

A. M!&a *n+a,*a&an -,*"a&n/-"uhan...6

B. Ka& -,*"a&n/-"uhan...6

$. Un& *n&,a -"uhan/-,*"a&n...6

D. Pn+a,*a&an -"uhan/-,*"a&n...6

E. Pnanun #aa...5

BAB III TATA )AKSANA... A. Taa "a-'ana *n+a,*a&an -"uhan *a'&n... B. Taa "a-'ana ,nana*& -"uhan &!a- "an'un... $. Taa "a-'ana ,nana*& -"uhan "an'un...7

D. Taa "a-'ana *"*an...10

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KATA PENGANTAR

Pu#& '+u-u -ha!&a A""ahSWT9 aa' 'a"a ah,a !an h&!a+ah +an "ah !&&-an -*a!a ',uan+a9 'h&na Bu-u Pan!uan Pnananan K"uhan Pa'&n !& Pu'-',a' Bu"u- &n& !a*a !&'"'a&-an !an !&'u'un !nan a&-.

Bu-u *an!uan &n& 'aa& u-u *an!uan +an !a*a !&*una-an 'aa& *anan !a"a, ,"a-'ana-an ua' !& Pu'-',a' Bu"u- -hu'u'n+a ha!a* *nananan -"uhan *a'&n. Ka,& haa*9 !nan u-u *an!uan &n& !a*a ,n#a!&-an *n&n-aan !a"a, *'' *"a+anan -'haan +an ':aa ,a;&,a" !an a* ,,*ha&-an -a&!ah<-a&!ah hu-u,

+an "ah a!a.

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BAB I. DEFINISI a. Pn!ahu"uan

M,aha,& -uuhan !an -&n&nan -n'u,n !a"a, ha" &n& *a'&n a!a"ah ha" *n&n +an ,,*nauh& -*ua'an *a'&n. Pa'&n +an *ua' ,u*a-an a' +an 'ana haa -ana a*a&"a *a'&n *ua' ,-a a-an u' ,"a-u-an *,a-a&an ha!a* #a'a *&"&hann+a9 a*& #&-a *a'&n ,a'a &!a- *ua' ,-a a-an ,,&ahu-an !ua -a"& "&h ha -*a!a an "a&n nan *na"a,an uu-n+a. Unu- ,n:&*a-an -*ua'an *a'&n 'uau *u'ahaan aau Pu'-',a' Bu"u- hau' ,n:&*a-an !an ,n""a 'uau '+', unu- ,,*"h *a'&n +an "&h an+a- !an -,a,*uan unu- ,,*ahan-an *a'&nn+a.

K"uhan #ua ,u*a-an 'au *n+aaan aau un-a*an a'a -uan *ua' ha!a* 'au *!u- aau "a+anan9 a&- ':aa "&'an ,au*un u"&'9 !a& *"anan &nna" ,au*un -'na". )an-ah *a,a unu- ,naa'& -'n#anan anaa *'*'& -n'u,n / *a'&n !an *'*'& *n+!&a #a'a *"a+anan -'haan / Pu'-',a' Bu"u- a!a"ah ,n&!n&%&-a'& / ,nna" -uuhan *a'&n !an %a: %a: a*a 'a#a +an *nauh ha!a* *'*'& ,uu *"a+anan -'haan. Dnan ,nna" ha" 'u ,a-a a-an ,,&-an 'uau *,aha,an +an "&h a&- ,nna& :aa *a'&n ,,*'*'&-an ,uu *"a+anan 'h&na Pu'-',a' Bu"u- a-h&n+a !a*a ,,aha,& aa&,ana 'hau'n+a ,,ua'-an *a'&nn+a =Su*an9 1775>.

. Tu#uan

1. Tu#uan U,u,

M,&-an "an-ah<"an-ah +an hau' !&,*uh "h 'a% !an '"uuh -,*nn +an "&a !a"a, *nananan -"uhan/-,*"a&n unu- ,a,*u ,,&-an !an ,nanan& -&!a-*ua'an *a'&n aau -"uaa *a'&n -ana ha-<ha-n+a &!a- *nuh& aau -uan ,n!a*a -*ua'an !a& "a+anan -'haan +an "ah !&"a-u-an.

2. Tu#uan -hu'u'

a. M"a-u-an *nananan -"uhan/-,*"a&n *a'&n !nan :aa -,un&-a'& +an a&- !an na

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. Mnn!a"&-an !an ,na,*un ,'&/-"uhan *a'&n aa' -&!a-''ua&an haa*an +an !&&n&n-an *a'&n !nan *"a+anan +an ,-a &,a.

:. M,&-an '"u'& !an *n+"'a&an *,a'a"ahan +an a!a a&- -"uhan ,!&' ,au*un nn ,!&' =a!,&n&'a'&> ''ua& !nan *'!u "a+anan Pu'-',a' Bu"u-.

!. Mn&n!a- "an#u& -"uhan/-,*"a&n +an ,a'u- unu- 'aa& ahan ?a"ua'& !an *uahan *"a *"a+anan -'haan Pu'-',a' Bu"u- +an "&h a&-.

. Mn:&*a-an -n+a,anan !an -*ua'an *a'&n aau -"uaan+a aa' *,a'a"ahan +an ,-a ha!a*& '"a,a ,n#a"an& *"a+anan -'haan !&

Pu'-',a' Bu"u- :. D%&n&'&

1. K,*"a&n/-"uhan a!a"ah 'aan !an ,a'u-an u*a -&&-an !an aau -aan +an !&'a,*a&-an ':aa "&'an ,au*un u"&' "h *&ha- -'na" ,au*un &nna" Pu'-',a' Bu"u- ,nna& -&n#a !an *"a+anan +an !&ha'&"-an !& Pu'-',a' Bu"u-.

2. K,*"a&n/-"uhan u,u, a!a"ah 'aan !an ,a'u-an +an !&'a,*a&-an "h *a'&n a&- "&'an ,au*un u"&'an +an ,nan!un un'u/'&%a u,u, aau '&%a a!,&n&'a&% nan -&!a-''ua&an *'!u *"a+anan +an !&!a*a-an *a'&n !& Pu'-',a' Bu"u-. Un'u +an "&a a!a"ah 'a% !an -,*nn !& Pu'-',a' Bu"u- nn ,!&'

3. K,*"a&n/-"uhan ,!&' a!a"ah 'aan !an ,a'u-an +an !&'a,*a&-an "h *a'&n a&- "&'an ,au*un u"&'an +an ,nan!un un'u aau '&%a ,!&' nan -&!a-

''ua&an *'!u *"a+anan/&n!a-an -!-an +an !&!a*a-an *a'&n !& Pu'-',a' Bu"u-. Un'u +an "&a a!a"ah 'a% ,!&' !an *aa,!&' !& Pu'-',a' Bu"u-.

4. B'u/"a%"/-u&'&n a!a"ah ",aan &n%,a'& +an &'&-an *n+a,*a&an ,a&/*&- nu +an u#uan 'aa& ahan &n%,a'& !an !u-a'& !&u#u-an -*a!a ,a'+aa-a u,u, una ,nun#an un'u *,'& +an a!a.

(. Pa'&n Pu'-',a' Bu"u- a!a"ah -n'u,n a& +an ha- ,n!a*a-an *"a+anan -'haan +an ,uu !an *%''&na". S"a&n &u #ua *a'&n ha-

,n!a*a-an *"&n!unan aa' *"a+anan +an !&&,an+a !a& *ua' -'haan '-a"&u' ,,&"&-& -a#&an unu- ,naa& 'a"a auan +an !&"a-u-an Pu'-',a' Bu"u-.

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BAB II.

RUANG )INGKUP

Ruan "&n-u* Pan!uan Pnananan K"uhan &n& !&a*-an !a"a, *nananan -"uhan/-,*"a&n +an !&&-an "h *a'&n aau -"uaa *a'&n +an "ah !&"a-u-an *"a+anan -'haan !& Pu'-',a' !an ##a&n n+a. Pan!uan Pnananan K"uhan/-"uhan ,,anu 'a% ,!&' !an nn ,!&' unu- ,n&!n&%&-a'& -"uhan9 *n:a&an a"na&% '"u'&9 *,&"&han '"u'&9 *na*an '"u'& !an *n+"'a&an -"uhan +an -a& !nan9 aa #a"an9 IGD !an '"uuh *"a+anan +an a!a Pu'u9 PKD 9 ,au*un *"a+anan *'+an!u a"&a !an "an'&a.

A. M!&a *n+a,*a&an -,*"a&n/-"uhan 1. S:aa Tu"&'

a. An-/'"aan/-u&'&n . SMS = short message sellular >

:. E,a&"

2. S:aa )&'an =*n+a,*a&an ':aa "an'un> a. T"*n

. K,un&-a'& "an'un . Ka& -,*"a&n/-"uhan

1. K"uhan/-,*"a&n u,u, =a!,&n&'a&%> 2. K"uhan/-,*"a&n ,!&'

:. Un& *n&,a -"uhan/-,*"a&n

a. Raa #a"an = BP U,u,9 BP G&&9 KIA !an KB> . )aa&u, :. Fa,a'& !. G&@& . )- Pn!a%aan %. Cleanning service !. Pn+a,*a&an -"uhan/-,*"a&n a. Pa'&n . K"uaa *a'&n :. Ta,u/*nun#un

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!. Ma'+aa-a . Pnanun #aa

T&, *nananan -,*"a&n +an "ah !&a*-an !nan SK K*a"a Pu'-',a' Bu"u-

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BAB III TATA )AKSANA

A. Taa "a-'ana *n+a,*a&an -"uhan *a'&n

1. M,&-an &n%,a'& "a+anan -"uhan/-,*"a&n *"a+anan -'haan -*a!a *a'&n !an -"uaa ,"a"u& &n%,a'& +an !&'a,*a&-an "an'un "h *ua' +an !&un#u- ,au*un ,"a"u& &n%,a'& u"&' +an !&"a--an !&,*a<,*a 'a&' =u,u,> !& "&n-unan Pu'-',a' Bu"u-.

2. Pn+a,*a&an -,*"a&n/-"uhan !a*a ,nuna-an 'aana ,!&a -,un&-a'& ':aa u"&' ,"a"u& &'&an -u&'&n aau *,&an -a- 'aan ,au*un *n+a,*a&an ':aa "an'un/"&'an -*a!a 'a% +an nan ,nha!a*& -,*"a&n/-"uhan *a'&n.

3. In%,a'& -"uhan *a'&n +an ,a'u- ':aa u"&' !nan ,"a"u& an-/-u&'&n !a*a !&,a'u--an *a!a -a- 'aan +an '!&a !an !&"a-u-an *nu,*u"an !aa ha'&" -u'&n =-a*> !a'a-an *&! a-u nu.

4. In%,a'& -"uhan *a'&n +an !&'a,*a&-an ':aa "an'un/"&'an !a*a 'a !&anan& !nan un& +an nan !a"a, ,nha!a*& -"uhan !an 'a ,,&-an a"na&%/'"u'& +an !&haa*-an "h *a'&n.

(. K"uhan/-,*"a&n/'aan +an !&'a,*a&-an 'a !&&n!a-"an#u& !nan ,nahu& *,a'a"ahan +an #a!& !an ,n:a&-an '"u'&/a"na&% *n+"'a&an +an a&- a& *a'&n ,au*un Pu'-',a' Bu"u-.

. Taa "a-'ana ,nana*& -"uhan &!a- "an'un

1. Mn+a,*a&-an -"uhan/-,*"a&n *a'&n ,"a"u& ,!&a :a-/u"&'9 an-/-u&'&n9 !' -*a!a *&ha- Pu'-',a' Bu"u-.

2. D&"a-u-an *nu,*u"an !an -a*&u"a'& 'aan/,a'u-an/-"uhan/an- *a'&n +an "ah ,a'u- ':aa -a"a/*&!&- "h *ua' +an !&un#u-.

3. D&"a-u-an -"a'&%&-a'& !an *n",*--an #n&' -"uhan/-,*"a&n +an ,a'u- !a'a-an -&&a +an #"a'9 ,"&*u& 

a. K"uhan/-,*"a&n +an '&%a u,u, =a!,&n&'a&%> aau +an '&%a ,!&' . S-a"a/uan "&n-u* -"uhan9 '-a"a Pu'-',a' Bu"u- aau un&/a&an -a&

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4. M"a-u-an Pn:aaan Pn&"a&an Pa'&n - !a"a, %,u"& Su?+ K*ua'an Pa'&n !an *na'&*an aa' D-u,n *nananan -"uhan 'a u,*an Ba"&- Pa'&n !a& B-a' -a& "a&nn+a

(. M"&a-an un&/a&an aau 'a%/&n!&?&!u +an !&,a-'u! unu- ,"a-u-an -"a&%&-a'& &nna" nan *,a'a"ahan +an "ah #a!& !a'a-an -n"&' -#a!&an.

6. Mn:a& '"u'& !an *,:ahan *,a'a"ahan 'a,a +an ,"&a-an un'u<un'u -a&9 &"a !&*"u-an !a*a ,"&a-an *&,*&nan !a"a, *n+"'a&an ,a'a"ah aau -&#a-an ,au*un -*uu'an +an hau' !&a,&".

5. M,&-an ana*an aau *n#"a'an aau -"a&%&-a'& -*a!a *a'&n/ -"uaa/ *nun#un9 !' nan #aaan aa' *,a'a"ahan +an ,-a a"a,&.

. Tana*an aau *n#"a'an !a*a !&"a-u-an ,"a"u& ,!&a :a-9 -n%&,a'& "an'un ,au*un ,"a"u& ,!&a "-n&- "a&nn+a.

7. M,a'&-an *n+"'a&an +an !&a,&" !a*a ,n+"'a&-an *,a'a"ahan +an #a!& !an ,n,u-an #a"an -"ua +an a&- !&-!ua "ah *&ha-.

:. Taa "a-'ana ,nana*& -"uhan "an'un

1. Sa,*a&-an -"uhan *a'&n *a!a ,*a +an *a9 a#a- *a'&n - uanan/,*a +an "&h nan !an -n!u'&% unu- ,n+a,*a&-an -"uhann+a

2. T&!a- *"u *an&- a*"ah nan9 !a-an ,'& *a'&n !nan ,n#a!& *n!na +an a&-.

3. Mnana*& -"uhan !nan '*n +an *'&&%

4. )a-u-an &!n&%&-a'& nan *-- *,a'a"ahan -"uhan *a'&n

(. Tun#u--an ,*a& -*a!a *a'&n nan *,a'a"ahan/-"uhan +an !&'a,*a&-an 6. Ta* %-u' -*a!a *an-a" *,a'a"ahan +an '!an #a!&

5. $aa ',ua -,*"a&n/-"uhan *a'&n !an ,,&-an ana*an/'"u'& a"&- a*a&"a ''ua& !nan -nanan -&a !a"a, ,n#aa *,a'a"ahan 'u.

. M,&-an ana*an/-n%&,a'& a"&- +an '&,an9 a* ,,*ha&-an -u&an !an -&!a-*ua'an *a'&n.

7. $a&"ah a-a *,a'a"ahan +an #a!& !an ua 'aa& -'&,*u"an unu- !&#a!&-an ahan ?a"ua'& !a& -"uhan *a'&n.

10. M,a'&-an -*ua'an *a'&n !a"a, ,n!a*a-an '"u'& aau a"na&% *,:ahan ,a'a"ah +an ,-a ha!a*&.

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11. )a-u-an -,un&-a'& =n'&a'&> !nan *a'&n nan ha"<ha" +an ,un-&n &'a !&'*a-a& anaa *&ha- Pu'-',a' Bu"u- !an *a'&n +an ,n#a!& *,a'a"ahan aau +an !& -,*"a&n

12. Mn#a"an-an *n+"'a&an ,a'a"ah ''ua& !nan -*uu'an +an "ah !&a,&"9 'a ,n+ah-an #aaan u"&' ,nna& *nananan -"uhan -*a!a Pa'&n -a& unu- ,n!a*a-an u,*an a"&-.

13. Mn!a*a-an u,*an a"&- !a& Pa'&n -a& ,nna& &n!a-an *n+"'a&an ,a'a"ah 'u9 'aa& a"a ,n:ah #a!&n+a ,a'a"ah +an 'a,a !an 'aa& ahan ,a'u-an unu- *a&-an -&n#a Pu'-',a' Bu"u- ':aa "&h "an#u. 14. M,&-an -,u!ahan -n%&,a'& u"an/-,un&-a'& "an#uan !nan *a'&n &"a

!&*"u-an unu- -"a&%&-a'& *,a'a"ahan +an a!a.

d. _{Taa "a-'ana *"a*an}

1. S&a* a!an+a -"uhan/-,*"a&n +an ,a'u- ':aa "an'un ,au*un &!a- "an'un "h *a'&n :aa !a"a, u-u *n&,aan -,*"a&n.

2. Pn:aaan !&,u"a& !a'a-an ana" !an #a, *n&,aan -"uhan9 na,a *a'&n9 n -a, ,!&'9 ua&an -#a!&an =-n"&'>9 un& aau 'a% +an !&-"uh-an9 '"u'& +an 'u!ah !&&-an. Unu- -"uhan +an a'a" '"a&n *a'&n9 ,a-a :u-u* !&u"&' na,a ann+a an*a n, -a, ,!&'n+a.

3. K"uhan +an ,"&a-an *&,*&nan !a"a, ,na,&" -*uu'an9 ,a-a 'a !&"a*-an *a!a 'aa a-u -#a %%-&%9 &"a !&"ua #a, -#a9 ,a-a !a*a ,"a"u& -!&na #aa +an ua' *a!a 'aa &u.

4. S&', *"a*an -"uhan +an ,a'u- !& -a*9 !&an!a anan& "h un& hu,a' 'aa& *nanun #aa !a"a, *n+"'a&an -"uhan +an a!a !& Pu'-',a' Bu"u-.

(. Pua' +an !&un#u- a-an ,,&-an "a*an ':aa u"&' -*a!a K*a"a Pu'-',a' Bu"u- '&a* u"an '-a"& *a!a ,&nu *a,a.

6. )a*an !&'a& !nan an-a&an !an an-u,an '"u'& +an 'u!ah !&&-an9 'a u-& "a,*&an -#a!&an +an a!a.

5. S"u'& aa' *,a'a"ahan +an ,,"u-an -*uu'an K*a"a 'aa& final decision 'a !&'a,*a&-an !an !&&n!a-"an#u& - *a'&n 'aa& nu- "an-ah<"an-ah !a"a, ,,&-an '"u'& +an a&- -*a!a *a'&n.

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BAB I8 DOKUMENTASI

S"uuh -"uhan *a'&n +an #a!& '"a,a ,n!a*a *"a+anan !& Pu'-',a' Bu"u- +an !&'a,*a&-an a&- ':aa "&'an ,au*un u"&'an9 hau' !&'"'a&-an !an ,n!a*a '"u'& a&- !,& -*ua'an *a'&n. Dan unu- ,nh&n!a& -#a!&an +an 'a,a u"an -,a"& '"uuh !-u,n Pnananan K"uhan hau' !& '&,*an *a!a un& hu,a' 'aa& u-& !-u,n &"a a!an+a unuan hu-u, +an !&"a-u-an "h *a'&n ,au*un ",aa "a&n +an -uan *ua'. D-u,na'& -a'<-a' +an *"u !&'&,*an !an !&"a-u-an *,aha'an "&h "an#u ,"&*u& 

1. ),a -u&'&n *a'&n 2. ),a -,*"a&n

3. ),a ana*an ha'&" -,*"a&n 4. Bu-u *"a+anan -,*"a&n9

S"uuh !-u,n +an huunan !nan *'' #a!&n+a -,*"a&n aau -&!a-*ua'an *a'&n ha!a* *"a+anan -'haan =*'' I!n&%&-a'& -"uhan9 *n:a&an a"na&?

'"u'&9 *,&"&han '"u'&9 *na*an '"u'& !an *n+"'a&an -"uhan> +an a!a !& Pu'-',a' Bu"u-9 a&- *"a+anan aa #a"an9 IGD9 ,au*un Pu'u !an PKD a-an !&'&,*an "h *ua' +an !&un#u-. S&', *"a*an !&"a-u-an ':aa -a"a / *&!&: !a"a, #an-a a-u 1 ='au> Bu"an/ahun -*a!a K*a"a. Pn+"'a&an -,*"a&n !a*a ,"&a-an *&ha- &nna" ,au*un ;na" Pu'-',a' Bu"u- unu- !a*a !nan 'a ,n+"'a&-an *,a'a"ahan +an #a!&.