Health services in hospitals (RS) still continue to
be colored by complaints. Hospital services have not
referred to the WHO's global strategy on integrated peoplecentered health services (IPCHS). Every community has
access to health services by placing patients as the focus of
service/Patient Centered Care (PCC). Even though it has
been fully accredited and has the WBK/WBBM predicate,
the Central Java Provincial Hospital still finds submitted
complaints from patients or patients' families. From
October to December 2020 there were 46 complaints that
could be identified from the Customer Service report. The
most complaints were that patients felt they had to comply
with hospital directions and regulations, the types of
complaints or suggestions from patients were not taken
seriously as many as 14 (30.43%); Hospital responses to
patient complaints are less responsive and less fast
amounting to 12 (26.09%); patients have difficulty changing
the type of service, upgrade to room class the procedure is
complicated and very bureaucratic as many as 10 (21.74%);
health services are highly dependent on the direction of Top
Management or senior doctors, other officers are not
listened to, let alone 6 patients (13.04); the relationship
between the patient and the hospital is only a transactional
relationship, there is no emotional connection totaling 4 or
(8.70%) complaints. This article discusses the urgency of
implementing patient-focused services in hospitals. The
discussion of this article is that there has not been a patientfocused service that respects the preferences and needs of
patients marked by a partnership relationship that is not
optimal, is not sensitive to the patient's cultural values, is
still limited to a transactional relationship between patients
and service providers; has not prioritized patient autonomy
as a patient's right in service as shown by as if the patient is
forced to comply with hospital values and regulations but
ignores patient values; the patient's requests have not been
fulfilled in the flexibility of service as evidenced by the
patient still having to undergo services as determined by the
hospital, not being free to choose the type of service they
want; Collaboration Dynamics has not occurred in patientfocused services as shown by the fact that doctors-focused
services are still found, superior impressions of top
management and senior doctors' decisions in determining
patient health services; and there is no specific policy on
PCC implementation in hospitals. The final conclusion is
that even though it has been fully accredited by KARS and
has WBK/WBBM predicate, complaints about hospital
services as part of public services that continue to emerge
show the urgency of patient-focused services (PCC) in
hospitals. The paradigm of hospital health services with the
traditional paternalistic approach where "the best doctor
knows best" has to be abandoned, moving to a patientfocused care approach (PCC). Conditions that encourage
Collaborative Governance in Hospitals as a solution for
good Hospital governance.
Keywords :
Patient Centered Care; Services; Collaboration Dynamics; Collaborative Governance