Andai saya RS Omni
Andai saya dalam posisi RS Omni, apa ya yang akan saya lakukan…? Ini kasus ‘menang jadi arang, kalah jadi abu’. Ibarat menginjak semut, tak akan ada orang yang menganggap kita gagah, bahkan bisa-bisa disebut kurang bermoral.
Kabarnya ada kiat sederhana dalam menghadapi komplain pelanggan. Katanya sih jangan berbantah dengan pelanggan yangs edang emosi. Kalau sedang emosi pasti logika jadi turun. Jadi, daripada berbantah yang logis, maka turunkan dulu emosi. Setelah emosi turun, barulah kita beri penjelasan logis.
Kalau saya dalam posisi seperti RS Omni, mungkin saya akan melakukan :
- mengumumkan pergantian direksi dan manajemen (atau paling tidak penggantian pimpinan Humas)
- mencabut tuntutan terhadap Prita
- meminta maaf dan bersedia memberikan kompensasi sewajarnya atas kerugian materiil dan immateriil akibat kasus ini
(semoga dengan demikian emosi masyarakat bisa turun)
selanjutnya (setelah emosi turun) :
- mengakui bahwa mungkin memang telah terjadi kesalahan penanganan pasien
- menjelaskan bahwa dokternya telah melakukan praktek sesuai prosedur, dan bahwa kesalahan informasi mungkin memang telah menyebabkan kesalahan tindakan
- menegaskan bahwa tidak ada unsur kesengajaan sama sekali, dan bahwa RS Omni tidak pernah melakukan kegiatan mengada-ada untuk merawatinapkan pasien (di sinilah RS Omni bisa menyampaikan secara tidak langsung keberatannya atas email Prita)
Selanjutnya lagi (barulah masuk alasan logis)
- kejadian tersebut berawal dari kesalahan informasi - yang tidak disengaja
- bahwa informasi medis yang tidak valid memang tidak diberikan ke pasien
- bahwa RS Omni menganggap kasus ini sudah cukup, dan dihentikan.
URUTAN penyampaian tersebut penting. Turunkan emosi dulu. Baru alasan logis. Sesungguhnya pesan yang ingin disampaikan RS Omni sudah terlaksana dengan baik, yaitu keberatan atas tuduhan Prita. Dan sudah dimenangkan di pengadilan perdata.
Andai saja tuduhan pidana segera dicabut. Andai saja Ibu Prita tidak dimasukkan ke dalam tahanan. Mungkin semua akan berakhir lebih baik.
Hmmm…., sayangnya saya bukan komisaris RS Omni.
Mas
klo urusan RS yg satu ini, saya agak esmosi. hehe.
kalau niatnya RS OMNI itu tulus dan berhati nurani. Saya rasa hal begini tidak panjang. Dokter atau staff melakukan kesalahan memang wajar, toh manusia.
Kalau ada hati nurani, dan secara tidak sengaja memang merugikan pasien. Harus berlapang dada dan meminta maaf dgn tulus.
Comment by dprato — June 5, 2009 @ 9:34 am
kalo untuk RS OMNI ngga ush sopan2 kasih sarannya, mereka orang arogan semua, kalo cuma mau cari untung aja sebaiknya management RS OMNI tangerang jadiin rumah bordil aja!!!
Comment by Philips — June 5, 2009 @ 7:16 pm
Pecat pengacaranya (Risma Situmorang) dan lempar semua kesalahan ke pengacara.
Comment by kunderemp — June 6, 2009 @ 5:53 am
setelah melihat dan search engine di google dengan kata kunci “RS OMNI”… ternyata RS Omni punya byk keluhan ttg malpraktek! BAGI yang BACA, hati2 yak… mending ke PUSKESMAS aja deh…
Comment by Dave — June 7, 2009 @ 4:24 pm
Wah, baca saran Anda bagaikan minum segelas air dingin di tengah hari bolong yg panas terik. Saya setuju dng pemikiran Anda.
Comment by Yosi — June 11, 2009 @ 10:46 am
wah, tulisan yg apik. mas cocok utk menggantikan pr rs omni…
tahu gak, di kelas2 kuliah komunikasi (hampir di seluruh kampus) kasus omni vs prita ini jd bahan yg pas utk belajar pr…
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Comment by khairulu — July 3, 2009 @ 3:13 pm
entahlah….
Comment by unie — August 14, 2009 @ 3:17 pm
Kalo saya yang punya RS omni akan saya ganti tu RS jadi Hotel penggantinya JW mariot saja…
kan enak dari pada salah urus orang lebih baik salah masuk kamar sja…:)
cuma bercanda kan…salam kenal dari saya u. mas khairul
Comment by Ihsan Prawoto — August 16, 2009 @ 12:18 am
Inspiratif.
Inspirasi Kecilku
Comment by Inspirasi Kecilku — November 16, 2009 @ 8:30 am
Salam
Mohon maaf sebelumnya krn menitip pesan penting ini. Mari Selamatkan Indonesia dengan cara menggemakan spirit “RAKYAT BERSATU TAK BISA DIKALAHKAN” dan atau menjadi anggota group MARI GEMAKAN “RAKYAT BERSATU TAK BISA DIKALAHKAN” di http://www.facebook.com/group.php?gid=166373827613
Mohon Bantu Sebarkan. Salam
Comment by risman — November 24, 2009 @ 10:39 am
wah sarannya bagus mas..
bikin adem yang baca… sayangnya gak semua emosi orang bisa cepat hilang, butuh waktu yang tidak sebentar..
mgkn pihak RS Omni tidak sabar, hehe
Comment by Tatas Wicaksono — January 5, 2010 @ 3:23 am
om nie….
tp sepakt kalu gt
Comment by arivynt — January 8, 2010 @ 11:30 pm
lumayan emosi klo mengingat kasus ini… tapi ini lah yang sering terjadi klo kita cuma orang biasa.
Comment by Tulisanku — January 31, 2010 @ 12:42 pm
lumayan emosi klo mengingat kasus ini… tapi ini lah yang sering terjadi klo kita cuma orang biasa.
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Numpang baca-baca, banyak sekali ilmu yang bermanfaat disini
Sudah lama tidak di update ya Pak?
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Comment by gagah — July 8, 2010 @ 7:47 pm
dgr masalah ini bagaikhn tukang cukur menggunting telinga,,,
bukankah ptient komplient itu untuk kemajuan yg lebih bagus bukan,,,bukjan untuk menantangbahwa Omnie lebih gagah????
t nyambungnya kajen ach da Omnie oge t mikir,,,,,
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