Analysis of Customer Complaints on Access, Paramedic Interpersonal Service, and Facilities of Service on The Incidence Forced Discharge
Incidence forced discharge is the request of the patient or the patient's family to go home before his illness cured. In 2019, incidence discharge was 9.36% to 122 cases per month or 1461. It is not compatible with the standards of the Minister of Health Decree No. 129 Years 2008, i.e. incidence forced discharge is 5% As for the impact of the discharge incident, one of them is the quality of service. The purpose of this study is to analyze the effect of access, interpersonal services of paramedics, service facilities and customer complaints on forced discharge at the Inpatient Installation of the Ratu Zalecha Martapura Regional Hospital. This research is a quantitative observational analytic study with a cross sectional design. The number of samples for a large sample of hypotheses for two proportions of the population was 222 respondents with the sampling technique was accidental sampling. There was a partial effect of service access (p 0.033) interpersonal services of paramedics (p 0.028) service facilities (p 0.046) and customer complaints (p 0.042) on forced discharges. Results showed no effect of these variables simultaneously on the incidence of forced discharge is (p 0.000) with p <0.05 where the variable access to services (p 0.033) and Exp.B (2.665) is the most dominant variable influence on forced discharge incident. There is a partial and simultaneous influence of access, interpersonal services of paramedics, service facilities and customer complaints on forced discharge, with service access as the dominant variable causing the forced discharge.