ACUNN HOSPITAL

Names of group members:

1. AJENG AYU PRAMESWARI         (20217383)
2. CALVINA IZUMI                            (21217289)
3. NABILA ARDELIA NURVITA      (26217555)
4. NOVIA ALDISA                              (24217543)
5. ULFAH RAHMAHTUNISA            (26217891)

COMPLAIN ABOUT BAD SERVICE ACUNN HOSPITAL

There is a middle-aged woman named Mrs. Vina wants to make up for a prescription medicine and finally she goes to the pharmacy.

After arrived in the pharmacy room she's (Mrs. Vina) shocked because there's a lot of people who stand to get a medicines. Elderly also go in line. She's approached one of people who waited for his medicines.

Mrs. Vina      : Sorry ma’am, where can i put this medical prescription?

Staff Counter: You can put in there ( pointed to the basket in front of the pharmacy) after that you can take a line number.

Mrs. Vina      : Alright, thankyou.

Staff Counter: Sure, your welcome

She's (Mrs. Vina) waiting to be called to get the medicines. She's stands while waiting because the seats are full. After 2 hours of waiting, she's getting upset, because the hospital service is bad. Also the seats are full, finally she's approached one of the pharmacy officer.

Mrs. Vina         : Hey, i'm waiting about 2 hours but my number not yet called until now.

Staff Counter   : Sorry ma'am, just wait. Soon your line number maybe will called.

Mrs. Vina       : What? You telling me to wait again? I’ve been waiting very long time here and you still want me to wait., maybe until the whose day. Can you see? All the chairs are full, there’s so many people don’t sit and I have been standing here all day. There so few chairs here, why don’t you provide an extra seats? There are many eldeny people standing there, don’t you feel sorry? (pointing towards the many people standing)

Staff Counter   : Uhmm.. sorry ma’am, we are really sorry. I will ask the clerk to provide an additional seat for you here.

Mrs. Vina        : Why all of you anly wait until someone complaining to you about this or maybe until someone are mad at you first? Just for get an additional seats… I admit that the officers at this hospital are very unprofessional!

The pharmacy officer just speechless hearing complaints from that person. The atmosphere becomes tense.

Mrs. Vina   : How are you all just keep silent? Are you confused about what to answer my complaining? There’s so many services are lacking and about the counters are only open 2 from 4 counters available. We here need adequate facilities and we pay here even just using an insurance. We are pay for every months is for paying that insurance. Please don’t make it different between self payment and insurance payment.

Staff Counter: Uhmm.. ma’am, we are really sorry about what happen now.

Mrs. Vina     : This is my first time complaining about the facilities in the hospital. I’ve never done this before.

Staff Counter  : Sorry ma’am, once again we are really apologize to you for this accident.

Mrs. Vina       : I do this because I really feel upset for looking at all the eldeny right there that have been standing all day long just for waiting to get the medicine. I really disappointed with the service in this hospital.

Staff Pharmacy     : Ma’am, we are here really sorry about everything.

Mrs. Vina             : why all of  you here just make an apologize and do nothing. All you guys do just bowing at me. I want to talk with your manager. Call the manager of this hospital!

Staff Pharmacy    : Okay ma’am, I will call the manager right now.

Shortly ofter, the Manager of ACUNN Hospital come to them

Manager of ACUNN Hospital    : Sorry ma’am, I’m the manager of acunn hospital. Is there anything I can help you?

Mrs. Vina                                   : You just say like that? What is wrong with you. You can see there’s  so many people here who didn’t get a seat. They are just standing all day long including me. I’ve been waiting here for 2 hours to get my medicine. And even people are maybe waiting longer than me more or less 2 hours thirty minutes. The pharmacy officer didn’t give us additional seats. And for the counters ony 2 open from 4 that available. How is going on ma’am? Why the service here are so bad?

Manager of ACUNN Hospital   : Before it, I am the manager here really sorry about this accident. I will telling all the officers for give an additional seats. Other than that, I will also telling the officers for open  all the pharmacy counter and speed up their work.

Mrs. Vina                                  : From then I talked to them and they just make an apologize without do anything.

Shortly after, came a woman who approached that mother.

C                : Enough ma’am, let’s have a seat for a while. Calm yourself down, let the manager set everything.

Mrs. Vina       : Uhmm.. okay, I just feel annoyed if I have to stand longer here.

C                    : Thank you ma’am for your understanding. Please tell all the officer okay?

E                    : Okay ma’am. Once again we are really sorry about the inconvenience

Ofter waiting very long time, that mother take her medicine and get back home.

        The next day Vina attend the social gathering event at her housing. While eating one of the people at the gathering asked about the hospital.

Mrs. Lala            : Does anyone here know where is a good hospital around this area?

Mrs. Dinda         : Ohhh I hear that ACUNN Hospital is the good hospital in here.

Mrs. Vina        : What? ACUNN Hospital? Are you sure about it? That hospital is so bad, I admit about the service in that hospital is very bad. The facilities is inconvenience and for the service is taking very long time.

Mrs. Lala               : How bad it is for the service?

Mrs. Vina           : Yesterday, I went to that hospital for got some medicine. I’am waiting for two hours without get any seat. I spend two hours for standing, waiting until my name get calling. There are very few chairs available, also for the pharmacy staff is so less, for the service it takes a long time. There’s so many eldeny are standing too just for waiting to get a medicine. And for the self payment and insurance payment get a different service. Yesterday, I was really upset with the service in that hospital.

Mrs. Dinda        : Oh I see.. I just knew about the service in ACUNN Hospital isn’t good… because I ever go to that hospital for 3 years ago. And the service is good at all.

Mrs. Vina         : Uhmm I think for now, the service in that hospital already bad. Especially at the pharmacy room.

Mrs. Desy          : What Vina said is true, now for the service is very bad. I ever wait for long time and just standing because there’s no available seats anymore.

Mrs. Vina          : That’s like what I say, Desy ever feel it before. I never want to go back to that hospital anymore.

Mrs. Dinda            : Ohh.. I just found out about that hospital. Thank you for the information that you give to us, so I knoe that hospital isn’t good for the service.

Mrs. Lala                : So, which hospital that have a good service in here?

Mrs. Vina              : There’s so many good hospital here. The most important is don’t go to ACUNN Hospital. But, if you want to go there, you should be more patient. For better option is go to another hospital.

Mrs. Lala              : Uhmm… okay, thank you for all the information that you gave. It’s very helpful. If I be you maybe I will be mad too. For waiting in hours, standing without sit, I can’t imagine that.

Mrs. Vina             : You’re welcome. I just want to tell everyone here that ACUNN Hospital have a bad service, so you don’t come there, because it just wasting your time and energy.

Mrs. Lala              : Okay vina, I will telling my neighbour, my family about ACUNN Hospital. So that they wouldn’t come to that hospital for treatment.

Mrs. Dinda             : I will also tell my family too.

Mrs. Desy               : My family are already know if ACUNN Hospital have a bad service.

Mrs. Vina               : It’s good idea. Everyone should know that ACUNN Hospital is bad.

And finally they continued the gathering while eating some food.

(Because of the rumor, finally the manager have a meeting to do evaluation which consists of the head of the counter staff and the head of pharmacy service).

Manager of ACUNN Hospital       : Good morning everyone, did you all heard about the rumors? Here I see the income is decreased because of a women who complain that the counters queue is too long and the pharmacy service isn't good. I'm asking is there any solution for all the problem? And how many counter and pharmacy staff that we have?

Staff Counter                               : There is 2 people in counter staff, ma'am. In my opinion, for the correct solution is activating 4 counters and by adding human resources also adding more seats for queue so patient can more comfortable.

Staff Pharmacy                               : For pharmacy staff there just 3 people,ma'am. My advice for the problem are adding more hunan resources and training all of pharmacy staff.

Manager of ACUNN Hospital     : We take both of solution from pharmacy service. With adding more human resources it will manage the internal problem. I will discuss this with HRD. And for staff counter if we activated more counters is it more effective and efficient?

Staff Counter                                : Yes, it more effective and efficient. And for the internal control we can training pharmacy employee once a week that can working more effective and efficient.

Manager of ACUNN Hospital: Alright, I already take notes for all solution from all of you. I will consider it later. But, I will take on policy for all pharmacy officer who work on hospital need to hold a morning meeting especially for counters and pharmacy staff so that the problem doesn't happen again. I will give your report to the HRD and supervisor to consider it. Alright, I will close this meetings. Good morning everyone.