PANDUAN PENANGANAN KELUHAN PASIEN PASIEN
PEMERINTAH DAERAH KABUPATEN KABUPATEN WONOGIRI DINAS KESEHATAN KABUPATEN UPT PUSKESMAS BULUKERTO
Tahun 2016
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DAFTAR ISI
KATA PENGANTAR…………………………………………………………………………3 BAB I. DEFINISI......................................................................................................................4 A.
Pn!ahu"uan..............................................................................................................4
B.
Tu#uan.......................................................................................................................4
$.
D%&n&'&.....................................................................................................................(
BAB II. RUANG )INGKUP......................................................................................................6 A.
M!&a *n+a,*a&an -,*"a&n/-"uhan....................................................................6
B.
Ka& -,*"a&n/-"uhan......................................................................................6
$.
Un& *n&,a -"uhan/-,*"a&n.............................................................................6
D.
Pn+a,*a&an -"uhan/-,*"a&n...............................................................................6
E.
Pnanun #aa....................................................................................................5
BAB III TATA )AKSANA......................................................................................................... A.
Taa "a-'ana *n+a,*a&an -"uhan *a'&n...............................................................
B.
Taa "a-'ana ,nana*& -"uhan &!a- "an'un....................................................
$.
Taa "a-'ana ,nana*& -"uhan "an'un.............................................................7
D.
Taa "a-'ana *"*an...........................................................................................10
BAB I8 DOKUMENTASI.......................................................................................................11
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KATA PENGANTAR
Pu#& '+u-u -ha!&a A""ahSWT9 aa' 'a"a ah,a !an h&!a+ah +an "ah !&&-an -*a!a ',uan+a9 'h&na Bu-u Pan!uan Pnananan K"uhan Pa'&n !& Pu'-',a' Bu"u- &n& !a*a !&'"'a&-an !an !&'u'un !nan a&-. Bu-u *an!uan &n& 'aa& u-u *an!uan +an !a*a !&*una-an 'aa& *anan !a"a, ,"a-'ana-an ua' !& Pu'-',a' Bu"u- -hu'u'n+a ha!a* *nananan -"uhan *a'&n. Ka,& haa*9 !nan u-u *an!uan &n& !a*a ,n#a!&-an *n&n-aan !a"a, *'' *"a+anan -'haan +an ':aa ,a;&,a" !an a* ,,*ha&-an -a&!ah<-a&!ah hu-u, +an "ah a!a.
Pn+u'un
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BAB I. DEFINISI a. Pn!ahu"uan M,aha,& -uuhan !an -&n&nan -n'u,n !a"a, ha" &n& *a'&n a!a"ah ha" *n&n +an ,,*nauh& -*ua'an *a'&n. Pa'&n +an *ua' ,u*a-an a' +an 'ana haa -ana a*a&"a *a'&n *ua' ,-a a-an u' ,"a-u-an *,a-a&an ha!a* #a'a *&"&hann+a9 a*& #&-a *a'&n ,a'a &!a- *ua' ,-a a-an ,,&ahu-an !ua -a"& "&h ha -*a!a an "a&n nan *na"a,an uu-n+a. Unu- ,n:&*a-an -*ua'an *a'&n 'uau *u'ahaan aau Pu'-',a' Bu"u- hau' ,n:&*a-an !an ,n""a 'uau '+', unu- ,,*"h *a'&n +an "&h an+a- !an -,a,*uan unu- ,,*ahan-an *a'&nn+a. K"uhan #ua ,u*a-an 'au *n+aaan aau un-a*an a'a -uan *ua' ha!a* 'au *!u- aau "a+anan9 a&- ':aa "&'an ,au*un u"&'9 !a& *"anan &nna" ,au*un -'na". )an-ah *a,a unu- ,naa'& -'n#anan anaa *'*'& -n'u,n / *a'&n !an *'*'& *n+!&a #a'a *"a+anan -'haan / Pu'-',a' Bu"u- a!a"ah ,n&!n&%&-a'& / ,nna" -uuhan *a'&n !an %a: %a: a*a 'a#a +an *nauh ha!a* *'*'& ,uu *"a+anan -'haan. Dnan ,nna" ha" 'u ,a-a a-an ,,&-an 'uau *,aha,an +an "&h a&- ,nna& :aa *a'&n ,,*'*'&-an ,uu *"a+anan 'h&na Pu'-',a' Bu"u- a-h&n+a !a*a ,,aha,& aa&,ana 'hau'n+a ,,ua'-an *a'&nn+a =Su*an9 1775>. . Tu#uan 1. Tu#uan U,u, M,&-an "an-ah<"an-ah +an hau' !&,*uh "h 'a% !an '"uuh -,*nn +an "&a !a"a, *nananan -"uhan/-,*"a&n unu- ,a,*u ,,&-an !an ,nanan& -&!a-*ua'an *a'&n aau -"uaa *a'&n -ana ha-
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. Mnn!a"&-an !an ,na,*un ,'&/-"uhan *a'&n aa' -&!a-''ua&an haa*an +an !&&n&n-an *a'&n !nan *"a+anan +an ,-a &,a. :. M,&-an '"u'& !an *n+"'a&an *,a'a"ahan +an a!a a&- -"uhan ,!&' ,au*un nn ,!&' =a!,&n&'a'&> ''ua& !nan *'!u "a+anan Pu'-',a' Bu"u-. !. Mn&n!a- "an#u& -"uhan/-,*"a&n +an ,a'u- unu- 'aa& ahan ?a"ua'& !an *uahan *"a *"a+anan -'haan Pu'-',a' Bu"u- +an "&h a&-. . Mn:&*a-an
-n+a,anan
!an
-*ua'an
*a'&n
aau
-"uaan+a
aa'
*,a'a"ahan +an ,-a ha!a*& '"a,a ,n#a"an& *"a+anan -'haan !& Pu'-',a' Bu"u- :. D%&n&'& 1. K,*"a&n/-"uhan a!a"ah 'aan !an ,a'u-an u*a -&&-an !an aau -aan +an !&'a,*a&-an ':aa "&'an ,au*un u"&' "h *&ha- -'na" ,au*un &nna" Pu'-',a' Bu"u- ,nna& -&n#a !an *"a+anan +an !&ha'&"-an !& Pu'-',a' Bu"u-. 2. K,*"a&n/-"uhan u,u, a!a"ah 'aan !an ,a'u-an +an !&'a,*a&-an "h *a'&n a&- "&'an ,au*un u"&'an +an ,nan!un un'u/'&%a u,u, aau '&%a a!,&n&'a&% nan -&!a-''ua&an *'!u *"a+anan +an !&!a*a-an *a'&n !& Pu'-',a' Bu"u-. Un'u +an "&a a!a"ah 'a% !an -,*nn !& Pu'-',a' Bu"u- nn ,!&' 3. K,*"a&n/-"uhan ,!&' a!a"ah 'aan !an ,a'u-an +an !&'a,*a&-an "h *a'&n a&- "&'an ,au*un u"&'an +an ,nan!un un'u aau '&%a ,!&' nan -&!a- ''ua&an *'!u *"a+anan/&n!a-an -!-an +an
!&!a*a-an *a'&n !&
Pu'-',a' Bu"u-. Un'u +an "&a a!a"ah 'a% ,!&' !an *aa,!&' !& Pu'-',a' Bu"u-. 4. B'u/"a%"/-u&'&n a!a"ah ",aan &n%,a'& +an &'&-an *n+a,*a&an ,a&/*&- nu +an u#uan 'aa& ahan &n%,a'& !an !u-a'& !&u#u-an -*a!a ,a'+aa-a u,u, una ,nun#an un'u *,'& +an a!a. (. Pa'&n Pu'-',a' Bu"u- a!a"ah -n'u,n a& +an ha- ,n!a*a-an *"a+anan -'haan +an ,uu !an *%''&na". S"a&n &u #ua *a'&n ha- ,n!a*a-an *"&n!unan aa' *"a+anan +an !&&,an+a !a& *ua' -'haan '-a"&u' ,,&"&-& -a#&an unu- ,naa& 'a"a auan +an !&"a-u-an Pu'-',a' Bu"u-. 5
BAB II. RUANG )INGKUP
Ruan "&n-u* Pan!uan Pnananan K"uhan &n& !&a*-an !a"a, *nananan -"uhan/-,*"a&n +an !&&-an "h *a'&n aau -"uaa *a'&n +an "ah !&"a-u-an *"a+anan -'haan !& Pu'-',a' !an ##a&n n+a. Pan!uan Pnananan K"uhan/-"uhan ,,anu 'a% ,!&' !an nn ,!&' unu- ,n&!n&%&-a'& -"uhan9 *n:a&an a"na&% '"u'&9 *,&"&han '"u'&9 *na*an '"u'& !an *n+"'a&an -"uhan +an -a& !nan9 aa #a"an9 IGD !an '"uuh *"a+anan +an a!a Pu'u9 PKD 9 ,au*un *"a+anan *'+an!u a"&a !an "an'&a. A. M!&a *n+a,*a&an -,*"a&n/-"uhan 1. S:aa Tu"&' a. An-/'"aan/-u&'&n . SMS = short message sellular > :. E,a&" 2. S:aa )&'an =*n+a,*a&an ':aa "an'un> a. T"*n . K,un&-a'& "an'un . Ka& -,*"a&n/-"uhan 1. K"uhan/-,*"a&n u,u, =a!,&n&'a&%> 2. K"uhan/-,*"a&n ,!&' :. Un& *n&,a -"uhan/-,*"a&n a. Raa #a"an = BP U,u,9 BP G&&9 KIA !an KB> . )aa&u, :. Fa,a'& !. G&@& . )- Pn!a%aan %.
Cleanning service
!. Pn+a,*a&an -"uhan/-,*"a&n a. Pa'&n . K"uaa *a'&n :. Ta,u/*nun#un 6
!. Ma'+aa-a . Pnanun #aa T&, *nananan -,*"a&n +an "ah !&a*-an !nan SK K*a"a Pu'-',a' Bu"u-
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BAB III TATA )AKSANA
A. Taa "a-'ana *n+a,*a&an -"uhan *a'&n 1. M,&-an &n%,a'& "a+anan -"uhan/-,*"a&n *"a+anan -'haan -*a!a *a'&n !an -"uaa ,"a"u& &n%,a'& +an !&'a,*a&-an "an'un "h *ua' +an !&un#u- ,au*un ,"a"u& &n%,a'& u"&' +an !&"a--an !&,*a<,*a 'a&' =u,u,> !& "&n-unan Pu'-',a' Bu"u-. 2. Pn+a,*a&an -,*"a&n/-"uhan !a*a ,nuna-an 'aana ,!&a -,un&-a'& ':aa u"&' ,"a"u& &'&an -u&'&n aau *,&an -a- 'aan ,au*un *n+a,*a&an ':aa "an'un/"&'an -*a!a 'a% +an nan ,nha!a*& -,*"a&n/-"uhan *a'&n. 3. In%,a'& -"uhan *a'&n +an ,a'u- ':aa u"&' !nan ,"a"u& an-/-u&'&n !a*a !&,a'u--an *a!a -a- 'aan +an '!&a !an !&"a-u-an *nu,*u"an !aa ha'&" -u'&n =-a*> !a'a-an *&! a-u nu. 4. In%,a'& -"uhan *a'&n +an !&'a,*a&-an ':aa "an'un/"&'an !a*a 'a !&anan& !nan un& +an nan !a"a, ,nha!a*& -"uhan !an 'a ,,&-an a"na&%/'"u'& +an !&haa*-an "h *a'&n. (. K"uhan/-,*"a&n/'aan +an !&'a,*a&-an 'a !&&n!a-"an#u& !nan ,nahu& *,a'a"ahan +an #a!& !an ,n:a&-an '"u'&/a"na&% *n+"'a&an +an a&- a& *a'&n ,au*un Pu'-',a' Bu"u-. . Taa "a-'ana ,nana*& -"uhan &!a- "an'un 1. Mn+a,*a&-an
-"uhan/-,*"a&n
*a'&n
,"a"u&
,!&a
:a-/u"&'9
an-/-u&'&n9 !' -*a!a *&ha- Pu'-',a' Bu"u-. 2. D&"a-u-an *nu,*u"an !an -a*&u"a'& 'aan/,a'u-an/-"uhan/an- *a'&n +an "ah ,a'u- ':aa -a"a/*&!&- "h *ua' +an !&un#u-. 3. D&"a-u-an -"a'&%&-a'& !an *n",*--an #n&' -"uhan/-,*"a&n +an ,a'u- !a'a-an -&&a +an #"a'9 ,"&*u& a. K"uhan/-,*"a&n +an '&%a u,u, =a!,&n&'a&%> aau +an '&%a ,!&' . S-a"a/uan "&n-u* -"uhan9 '-a"a Pu'-',a' Bu"u- aau un&/a&an -a&
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4. M"a-u-an Pn:aaan Pn&"a&an Pa'&n - !a"a, %,u"& Su?+ K*ua'an Pa'&n !an *na'&*an aa' D-u,n *nananan -"uhan 'a u,*an Ba"&- Pa'&n !a& B-a' -a& "a&nn+a (. M"&a-an un&/a&an aau 'a%/&n!&?&!u +an !&,a-'u! unu- ,"a-u-an -"a&%&-a'& &nna" nan *,a'a"ahan +an "ah #a!& !a'a-an -n"&' -#a!&an. 6. Mn:a& '"u'& !an *,:ahan *,a'a"ahan 'a,a +an ,"&a-an un'u
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11. )a-u-an -,un&-a'& =n'&a'&> !nan *a'&n nan ha"
,n+ah-an
#aaan
u"&' ,nna& *nananan -"uhan -*a!a
Pa'&n -a& unu- ,n!a*a-an u,*an a"&-. 13. Mn!a*a-an u,*an a"&- !a& Pa'&n -a& ,nna& &n!a-an *n+"'a&an ,a'a"ah 'u9 'aa& a"a ,n:ah #a!&n+a ,a'a"ah +an 'a,a !an 'aa& ahan ,a'u-an unu- *a&-an -&n#a Pu'-',a' Bu"u- ':aa "&h "an#u. 14. M,&-an -,u!ahan -n%&,a'& u"an/-,un&-a'& "an#uan !nan *a'&n &"a !&*"u-an unu- -"a&%&-a'& *,a'a"ahan +an a!a. d.
Taa "a-'ana *"a*an 1. S&a* a!an+a -"uhan/-,*"a&n +an ,a'u- ':aa "an'un ,au*un &!a- "an'un "h *a'&n :aa !a"a, u-u *n&,aan -,*"a&n. 2. Pn:aaan !&,u"a& !a'a-an ana" !an #a, *n&,aan -"uhan9 na,a *a'&n9 n -a, ,!&'9 ua&an -#a!&an =-n"&'>9 un& aau 'a% +an !&-"uh-an9 '"u'& +an 'u!ah !&&-an. Unu- -"uhan +an a'a" '"a&n *a'&n9 ,a-a :u-u* !&u"&' na,a ann+a an*a n, -a, ,!&'n+a. 3. K"uhan +an ,"&a-an *&,*&nan !a"a, ,na,&" -*uu'an9 ,a-a 'a !&"a*-an *a!a 'aa a-u -#a %%-&%9 &"a !&"ua #a, -#a9 ,a-a !a*a ,"a"u& -!&na #aa +an ua' *a!a 'aa &u. 4. S&', *"a*an -"uhan +an ,a'u- !& -a*9 !&an!a anan& "h un& hu,a' 'aa& *nanun #aa !a"a, *n+"'a&an -"uhan +an a!a !& Pu'-',a' Bu"u-. (. Pua' +an !&un#u- a-an ,,&-an "a*an ':aa u"&' -*a!a K*a"a Pu'-',a' Bu"u- '&a* u"an '-a"& *a!a ,&nu *a,a. 6. )a*an !&'a& !nan an-a&an !an an-u,an '"u'& +an 'u!ah !&&-an9 'a u-& "a,*&an -#a!&an +an a!a. 5. S"u'& aa' *,a'a"ahan +an ,,"u-an -*uu'an K*a"a 'aa& final decision 'a !&'a,*a&-an !an !&&n!a-"an#u& - *a'&n 'aa& nu- "an-ah<"an-ah !a"a, ,,&-an '"u'& +an a&- -*a!a *a'&n.
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BAB I8 DOKUMENTASI
S"uuh -"uhan *a'&n +an #a!& '"a,a ,n!a*a *"a+anan !& Pu'-',a' Bu"u-
+an !&'a,*a&-an a&- ':aa "&'an ,au*un u"&'an9 hau' !&'"'a&-an !an
,n!a*a '"u'& a&- !,& -*ua'an *a'&n. Dan unu- ,nh&n!a& -#a!&an +an 'a,a u"an -,a"& '"uuh !-u,n Pnananan K"uhan hau' !& '&,*an *a!a un& hu,a' 'aa& u-& !-u,n &"a a!an+a unuan hu-u, +an !&"a-u-an "h *a'&n ,au*un ",aa "a&n +an -uan *ua'. D-u,na'& -a'<-a' +an *"u !&'&,*an !an !&"a-u-an *,aha'an "&h "an#u ,"&*u& 1. ),a -u&'&n *a'&n 2. ),a -,*"a&n 3. ),a ana*an ha'&" -,*"a&n 4. Bu-u *"a+anan -,*"a&n9 S"uuh !-u,n +an huunan !nan *'' #a!&n+a -,*"a&n aau -&!a-*ua'an *a'&n ha!a* *"a+anan -'haan =*'' I!n&%&-a'& -"uhan9 *n:a&an a"na&? '"u'&9 *,&"&han '"u'&9 *na*an '"u'& !an *n+"'a&an -"uhan> +an a!a !& Pu'-',a' Bu"u-9 a&- *"a+anan aa #a"an9 IGD9 ,au*un Pu'u !an PKD a-an !&'&,*an "h *ua' +an !&un#u-. S&', *"a*an !&"a-u-an ':aa -a"a / *&!&: !a"a, #an-a a-u 1 ='au> Bu"an/ahun -*a!a K*a"a. Pn+"'a&an -,*"a&n !a*a ,"&a-an *&ha- &nna" ,au*un ;na" Pu'-',a' Bu"u- unu- !a*a !nan 'a ,n+"'a&-an *,a'a"ahan +an #a!&.
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