Indonesia Conference Directory

Increasing complaints makes X hospital management appoint officers to handle complaints that occur at the hospital. Human resources determine the activities of a company, and management must pay attention to human resources development. The purpose of the study was to reveal the meaning of the experience of complaints handling officers at hospital X. A phenomenological qualitative research design was conducted, and 4 participants was selected using purposive sampling. In-depth interviews toke place in February-April 2019. Data analysis using Interpretive Phenomenological Analysis (IPA). The results obtained are feelings of gratitude and sincerity in being a complaint handling officer, despite minimal experience. He felt this task was part of the destiny God gave him. The moral responsibility makes complaints handling officers struggle to carry out their roles. Feelings of discomfort (sad and bored) during work are overcome by workplace spirituality, which encourages workers to carry out the task of handling complaints as part of worshiping God. The spirituality of the complaints handling officer will form a new mentality characterized by a more holistic orientation, providing service to humans, having a commitment to truth and other forms of noble behavior and self-awareness. Characteristics of this mentality are very necessary for companies to improve performance. Spiritual psychological experience of officers is so strong that it produces deep motivation and feelings. Spirituality in work makes employee perform their roles well, and make him officers feel job satisfaction at X hospitals. Companies that emphasize spirituality will change the behavior of workers and companies and increase work productivity.