Patient Complaint Reduction: A Case Study in Maternity Ward of Kemang Medical Care (KMC)

11 Pages Posted: 19 Jul 2015

See all articles by A Heri Iswanto

A Heri Iswanto

University of Pembangunan Nasional "Veteran" Jakarta

Date Written: July 12, 2015


Introduction -- Complaint is "a statement of dissatisfaction formally to an aspect of the experience of the service". Formally, complaint is only one of the four types of complaining behavior. The majority appears in form of voicer, which is the complaint that something is wrong in the organization. Another type is activism, which is revenge. Two smaller types are irates and passivism. Irates shows the complaint by involving in the spread of negative news about hospital services, whereas the pacifists do not state the complaint but use the word "wait a second" to "finish" and finally never comeback.

Methodology -- This study consists of qualitative and quantitative components. Qualitative component consists of interviews and document studies in the planning stage. While the interview, document study, and observation methods were performed in the implementation stage. The analysis was performed by comparing the theoretical principles adapted from the existing context.

Result -- Patient complaints were reduced with sigma level from 2.98 to 3.78. Patients were satisfied with the services; 82%. Number of complaints was from 26 to 14. Sigma level for inpatient preparation was from 3.77 to be 4.03. 88%, the room was ready in <8 minutes. Sigma level for the go-home preparation was from 3.56 to be 3.89. Cash patient billing was ready in <30 minutes with an average of 21 minutes; 72%. Doctors who can visit below 12.00 was 67%

Conclusion -- This study proved that the implementation of Lean Six Sigma in KMC has succeeded to reduce the patient complaints upon all output variables. Results found the highest sigma contained in the inpatient preparation.

Keywords: Lean, Six Sigma, Complaint, Maternity Ward

Suggested Citation

Iswanto, A Heri, Patient Complaint Reduction: A Case Study in Maternity Ward of Kemang Medical Care (KMC) (July 12, 2015). Available at SSRN: or

A Heri Iswanto (Contact Author)

University of Pembangunan Nasional "Veteran" Jakarta ( email )

Jl. RS. Fatmawati
Pondok Labu
South Jakarta, DKI Jakarta 12450
+622177218925 (Phone)
+622177218925 (Fax)


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