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Patients who are less satisfied with hospital services will generally complain. Negative responses received by the hospital in the form of complaints to lawsuits, potentially causing a bad image in the community. The purpose of the study was to reveal the meaning of the experience of complaints handling officers in hospital X. The phenomenological qualitative research design with 4 participants selected using purposive sampling. In-depth interviews were conducted in February-April 2019. Analysis of data using Interpretive Phenomenological Analysis (IPA). The results obtained are the core themes of wanting to maintain and improve the image of the hospital. This is because the sense of belonging for hospital is high. The complaint handling officer wants to be a person who is useful and responsible for the task. The difficulty faced is the lack of knowledge and lack ability to communicate with clients. In carrying out their duties, officers get support from head of the hospital and also the cooperation of the hospital team. Openness of hospital staff are needed to facilitate patient complaints. Coordination with the head of the hospital is always done, if there are obstacles in handling complaints. It is expected that the synergy between service officers can improve the quality of service and there for increased customer satisfaction. Because with the satisfaction received by the customer or patient, will increase public trust in the hospital and maintain good image of the hospital.