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

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.