Strategi Humas Dalam Mengelola Isu-Isu Negatif Tentang Pelayanan Rumah Sakit Al-Irsyad Surabaya. (Public Relations Strategy for Managing Negative Issues Regarding Al-Irsyad Hospital Surabaya's Services)

Ummah, Dinda Aflakhatul (2025) Strategi Humas Dalam Mengelola Isu-Isu Negatif Tentang Pelayanan Rumah Sakit Al-Irsyad Surabaya. (Public Relations Strategy for Managing Negative Issues Regarding Al-Irsyad Hospital Surabaya's Services). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

Al-Irsyad Hospital Surabaya is an organization that operates in health services, which of course is expected to provide maximum service to the community. Al-Irsyad Hospital Surabaya has a public relations officer who plays a role in managing negative issues related to services at Al-Irsyad Hospital Surabaya. The main functions of public relations include managing information, handling complaints, and maintaining the hospital's reputation. The aim of this research is to determine the function of public relations in managing negative issues regarding Al-Irsyad Hospital Surabaya services. This research uses qualitative methods with descriptive research type. The data analysis technique uses the Miles and Huberman model, namely data reduction, data presentation, and data verification. Observation, interviews and documentation are the collection techniques used. The research results showed that Al-Irsyad Surabaya Hospital Public Relations was successful in managing information, resolving complaints, maintaining the hospital's image, improving internal coordination, and building public trust. However, opportunities for collaboration with other organizations to improve service quality and expand the scope of health programs are still not fully optimized.

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