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

Rumah sakit Al-Irsyad Surabaya adalah organisasi yang bergerak pada pelayanan kesehatan, yang tentunya diharapkan memberikan pelayanan yang maksimal kepada masyarakat. Rumah sakit Al-Irsyad Surabaya memiliki humas yang berperan dalam mengelola isu-isu negatif terkait pelayanan di Rumah Sakit Al-Irsyad Surabaya. Fungsi utama humas meliputi pengelolaan informasi, penanganan keluhan, dan menjaga reputasi rumah sakit. Tujuan dari penelitian ini adalah untuk mengetahui fungsi humas dalam mengelola isu-isu negatif tentang pelayanan Rumah Sakit AlIrsyad Surabaya. Penelitian ini menggunakan metode kualitatif dengan jenis penelitian deskriptif. Teknik analisis data menggunakan model Miles and Huberman yaitu reduksi data, penyajian data, dan verifikasi data. Observasi, wawancara, dan dokumentasi merupakan teknik pengumpulan yang digunakan. Hasil penelitian yang dipoleh bahwa Humas rumah sakit Al-Irsyad Surabaya berhasil mengelola informasi, menyelesaikan keluhan, menjaga citra rumah sakit, meningkatkan koordinasi internal, dan membangun kepercayaan masyarakat. Namun, peluang kolaborasi dengan organisasi lain untuk meningkatkan kualitas layanan dan memperluas cakupan program kesehatan masih belum sepenuhnya dioptimalkan.

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