Strategi Humas dalam Menangani Komplain di RSU Bunda Sidoarjo (Public Relations Strategy in Handling Complaints at Bunda Hospital Sidoarjo)

Nasiroh, Afifatun (2022) Strategi Humas dalam Menangani Komplain di RSU Bunda Sidoarjo (Public Relations Strategy in Handling Complaints at Bunda Hospital Sidoarjo). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.

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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. 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. Keywords: Crisis Management Theory, Public Relations Strategy

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