Design and Build e-Complaints in Hospitals Based on SMS Gateway

Farlinda, Sustin and Yunus, Muhammad and Wijaya, Aries (2020) Design and Build e-Complaints in Hospitals Based on SMS Gateway. In: International Proceedings the 2nd International Scientific Meeting on Health Information Management (ISMoHIM) 2020. APTIRMIKI, pp. 326-333. ISBN 978-623-95806-0-5

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Abstract

In supporting the quality of service to visitors and patients, the hospital always provides a suggestion box that serves to receive criticism and suggestions or complaints from hospital visitors, likewise, with what is done by RSUD Balung. However, the suggestion box provided has not been maximally utilised by hospital visitors, as evidenced by the lack of complaints entered in the suggestion box. This problem can be caused by slow or indirect handling by related parties after hospital service users submit their suggestions or complaints through the suggestion box facility. It also can be caused by the limitations of the suggestion box provided by the hospital so that users cannot use it to the maximum. Finally, the impact of poor complaint management causes suggestions or complaints from patients not resolved quickly, and even reports to superiors are absent. The solution to this problem is to design and build an electronic complaint (e-complaint) application based on an SMS gateway. Where the system development method used is the Waterfall method and the system testing method uses a black box. The trial results show that the system was successfully running with an accuracy rate of 100% (no error). Where this system can provide convenience to officers in searching data, setting access rights, the availability of complaint forms a unit of claim, user data forms and can generate complaints reports per unit as well as reports of all complaint units.

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