Strategi Humas Dalam Menangani Komplain Di RSU Bunda Sidoarjo

Abstract

Public Relations is a form of planned communication, both internal and external,
between an organization and all audiences in order to achieve specific goals based on
mutual understanding. This study aims to find out and explain how the Public Relations
Strategy in Handling Complaints at RSU Bunda Sidoarjo. The method used in this
research is a qualitative method with a descriptive type of research. The theory used
Crisis management theory is one category of applied theory of public relations or PR
in organizational management which is implemented to solve a problem or crisis. Data
collection methods used are interviews, observation and documentation. Data analysis
uses data reduction, data presentation and draw conclusions. The results of this study
are that the public relations of the Bunda General Hospital in handling customer or
patient complaints are good by using social media, such as Google Business,
Instagram, WhatsApp and others. So that Public Relations becomes more responsive to
existing complaints and immediately takes care of them. The strategy carried out by
public relations at the Bunda Sidoarjo General Hospital was in accordance with the
steps of the Crisis Management Theory, namely crisis identification, crisis analysis,
crisis isolation, crisis strategies and control programs.