7 Lessons from Ibu Prita Case

So, there the story goes: somebody got sick, she went to Hospital Y, she feel disapointed with the hospital’s service, she write an e-mail complaining, she got sued, and the hospital put her in the jail. What a crap experience it were (except for the writing e-mail part, off course). So, what’s next? Here are 7 lesson I have learnt from this case:

1. Some institution in Indonesia are run by dumb-ass
I don’t think the ‘international’ label of Hospital Y means something for them. Don’t they learn how to treat their patient complain? Don’t they have a standard of operating procedure to manage a ‘damage control’? Look, one of your patients complain, and you put them on jail? Good, your hospital are now infamously known all over Indonesia for putting their patient in jail, and who do you think will come to your hospital? No one, I think, except: the one who have no access for news (or in a cave for months). How an idiotic management of an institution is it?

2. Go to Puskesmas anyway
Basically all hospitals in Indonesia are sucks, either they are sucks at their service or they sucks all your money out of your pocket. So, next time you feel cold, itch at your nose, have pimples, and desperately need to see a doctor, go to Puskesmas. I am not saying that Puskesmas will provide you with high quality service, brilliant doctors, and fast-to-recover treatment, but at least in Puskesmas you’ll have the least probability of being sued, and get in jail. I assume the Puskesmas’ staff are already too busy, so they will have no time spying their patients in mailing-list, blogs, newspaper, or requesting so many friends in facebook (so they can spy on you). Puskesmas also will have no capability to bribe the police or prosecutor when they, finally, should sue somebody. Lastly, they are worth your money for (hey, IDR 2000 even can’t buy you a bowl of bakso and you wanna recover from your sick, easily, gimme a break..).

Hence, Hopsital Y is also the last place on earth, or in Indonesia, you’ll come after when you get sick. After all General Practitioner were in holiday, all hospital were fully booked, you feel that it will be dangerous for your life if you don’t get a medical treatment, and you can’t go anywhere other than Hospital Y, that’s the time when you already have to go to Hospital Y.

3. ‘Pencemaran nama baik’, like they have any…
Okay, I am a finance guy and know nothing about law, but I think a law (and anyone who made and execute it) that put somebody, who complaint about a service, in jail, is a very very very bad and illogical law, isn’t it? Before putting Ibu Prita in jail, police and prosecutor should otherwise prove that Hospital Y has a ‘nama baik’ first, then prove that Ibu Prita has ‘mencemarkan nama baik.’ If Hospital hasn’t been proved has ‘nama baik’, then what reputation is Ibu Prita blackened of? I am sure now Hospital Y has an infamously reputation for putting their patient in jail, and, consequently, has no more ‘nama baik’, and anybody could say anything about Hospital Y without getting worried for being sued. They have no more ‘nama baik’ to be blackened of, I’m sure.

4. Question your trombosit test result (or any medical test result)
Next time you have a medical test (blood pressure, trombosit, leukosit, or anything), have these questions in your mind and ask to your doctor:

  • Is my trombosit really 27,000? Not 181,000?
  • Do these test result normally distributed? Or is it skewed and has a left curtosis?
  • How confident are you with the result? 90%, 95%, or 99%?
  • So, how much is the error rate for this test? 10%, 5%, 2.5%?
  • And lastly, can I sue you if you have error on the test?
  • (Or in my case) I can’t paid the test now, can I postpone the payment until my 14th salary paid?

5. Don’t use bahasa Indonesia when you complain
Otherwise, use Sundanese (when you complain about hospital service in Papua), or Italian, or Spanish, or any language other than Indonesian so there are least probability the hospital’s staff will understand your complain. Actually, I risk myself by writing this post in english since Hospital Y is an international hospital! I assume the staff are more fluently speak english than, let say, bahasa Indonesia or Sundanese. You can use Google Translate, and write your complain in:

  • Spitali Y spital është më e keqja në botë (Albanian);
  • 医院Y是最坏的医院在世界上 (Chinese);
  • Ospital Y ay ang pinakamasama ospital sa mundo (Filipino);
  • Hôpital Y est le pire hôpital du monde (French);
  • अस्पताल वाई ने दुनिया में सबसे खराब अस्पताल है (Hindi);
  • Ospedale Y è la peggiore ospedale nel mondo (Italian);
  • Y el hospital es el peor hospital del mundo (Spanish)…

But, waittaminit… what’s the point of complaining if nobody understand your complain? Well, you figure that out yourself.

6. Get anonymous
So, your feeling are hurt, you disappointed with a service, and you feel obligated to write your testimonial complain on the web, but be careful, you could be sued, and get in jail. So, get anonymous. Your complain are heard by other people, but your identity are remain secret. You could use false identity, you could use your initial only, or, you could setup a dedicated blog with secret and false identity to put your complain with (create http://hospitalyissuck.wordpress.com, http://hospitalyiscrap.blogspot.com).

7. Some Indonesian, and Indonesian institution, are sensitively affected by moon
It used to be American who identified as the most sensitive people in the world. It is told that if American get spilled by a coffee in a restaurant, the first thing they do is: call their lawyer, sue the ‘coffee spiller’, and, lastly, get a tissue to clean their lap. Now, some Indonesian are the same level sensitivity as American, you don’t like something/somebody/someone, sue them for ‘pencemaran nama baik’, as easy as 1-2-3 (so long you have the money to pursue with). This is ridiculous, I think. Where are the ‘kekeluargaan’ spirit which we, used to be, proud of? So, be careful with everything in Indonesia (thank god I’m in Adelaide, for the next 52 days)….

* Note: In order to avoid being sued, I refer Hospital Y (actually Hospital X would be a better choice, but I don’t want to confuse myself with Hospital XX or Hospital XXX) as the ‘powerful hospital which has already put one of their patient in the jail’, you know who…, Hospital Omni International.. Ooopss, oh God, I mentioned it, I should prepare my lawyer, then…

Tentang Maman Firmansyah

Seorang pegawai yang gak jelas kerjaannya, selain apa yang disuruh atasan. Suami dari seorang istri dan ayah dari dua orang anak.
Pos ini dipublikasikan di Itulah Indonesia, Review, Sok Tau. Tandai permalink.

5 Balasan ke 7 Lessons from Ibu Prita Case

  1. anonymous berkata:

    I heard a number of lawyers are willing to assist Ibu Prita. So just sue back Omni Hospital. The truth always wins, no matter what.

    • Maman Firmansyah berkata:

      Glad to hear the positive development of this case. Hopefully this case will be a positive example for other servicing institutions to treat their customer complain professionally.

  2. tikno berkata:

    This case was a great mistakes, I think.

  3. IwE berkata:

    i dont really think the case has been closed. Ibu Prita still has to undergo numerous trials and it is [most likely] so difficult to sue the hospital back…… such a mess!!

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