HANDLING

COMPLAINT
A. Complaint Investigation

B. Conversation Practice

C. Grammar Focus
 Make a Complaint
1

Complaint 2
Steps in Making a Complaint

Investigation
Expressing Complaint
3

Why is a Good Complaint Examination

4 Important?
 Sometimes, medical treatment may not be acceptable. You
have a right to express your concern and to have this heard and
acted on. Anyone can make a complaint about a health service.
In some circumstances, your relative, carer or friend may
raise concerns or make a complaint on your behalf. A consumer
group or advocate can also complain on your behalf.
Children can make complaints if they are assessed by the
health service as having a sufficient level of maturity and
understanding. If the child is considered to lack the capacity to
make a complaint, a parent or legal guardian can make the
complaint on the child's behalf (Queensland Government, 2015).

1 Make a Complaint
A manager is responsible in
coordinating complaints delivered by Step 1: Giving
assessment
staffs and customers. Complaints Step 2: Gathering
come from Health Services information

Commissioners. Here are some steps Step 3: Giving the

Resolution

in complaint handling: Step 4: Implementation

2 Steps in Making a Complaint

 No. Expression in telling complaint in English Meaning in Indonesia
Please look
at some 1. I am not satisfied with. Saya tidak puas terhadap

expressions 2. I want to make complaint Saya ingin mengajukan keluhan

used in tentang.
telling 3. There is a misunderstanding about. Ada kesalahpahaman tentang
complaint
below. 4. I dont understand in the services why Saya tidak mengerti terhadap
pelayanannya kenapa

5. I am afraid I have a complaint about Saya khawatir saya punya keluhan

tentang

3. Expressing Complaint
6. I have a problem about. Saya punya masalah tentang
7. It seems to be wrong with . Nampaknya ada masalah
tentang
8. Im sorry to say about this but I think we Maafkan ada masalah dengan
should
9. Ive got a complaint about Saya punya keluhan tentang
10. Perhaps you forget to. Mungkin anda lupa untuk

Cont...
 Complaints procedures provide an opportunity to put
things right for the patients, clients and their families. But
they have an equally important role to play in improving
services. Complaints from patients, clients and their families
can provide a useful additional means of monitoring the
quality of health services.

4. Why is a Good Complaint Examination

Important?
 It is the experience of the Ombudsman (2017) that
people who make complaints are usually not motivated by
prejudice or malice and are not generally seeking financial
compensation. What they do tend to look for is a sincere
apology or explanation and an assurance that the matter
giving rise to the complaint will not re-occur. When a
complaint is seen to be ignored, or is handled inadequately,
the situation can rapidly deteriorate and lessen the
prospects of a resolution.

Cont...
Conversation
Practice Conversation
Pratice 1 Conversation
Practice 2
 Doctor : Good morning, what seems to be the problem?
Patient : Good morning, doctor. I have got high fever and I couldnt sleep last
night.
Doctor : OK, then. Its not in emergency situation. However, let me check it
first.
(After a moment)
Doctor : Well, this a common fever. Please take an aspirin every 6 hours.
Patient : So I dont need to do blood test, do I?
Doctor : Let me repeat it once again. Please take an aspirin every 6 hours
and stop it if you feel better. If after 3 days there is no changes,
please come to the hospital again. Then, the doctor will decide
whether you need to do blood test or not.

Conversation Pratice 1
 Staff : Good evening, health service office. How may I help
you?
Patient : Good evening, I am a patient in Mawar ward. This
morning, a nurse said that she would check my vital sign. But
until now, she didnt come to my room. I want to make a
complaint about your nurse medical sevices.
Staff : I am really sorry for the inconvenient services you got.
Immediately, I will tell a nurse to check your vital sign in a
minute. Please be patient.
Patient : Sure, I look fowar to hearing from you.

Conversation Practice 2
 -
Grammar Focus
+
?
(+)
Subject + be + adjective
Example:
Her body is weak.
Johns leg is injured.
Those foods are injurious.
(-)
Subject + be + not + adjective

Example:
Her body isnt weak.
Johns leg is not injured.
Those foods are not injurious.
(?)
To be+ subject + adjective

Example:
Is her body weak? (yes, it is/ /no, it is not)
Is Johns leg injured? (yes, it is/ /no, it is not)
Are those foods injurious? (yes, they are/no, they are not)
ANY
QUSTION???