New Complaints Management Procedure Introduced for Advanced Healthcare Facilities: Patient Satisfaction and Safety Issues Must Be Resolved Within 45 Business Days

In an effort to ensure the timely, accurate and accountable handling of complaints that relate to the quality of healthcare services that are offered by Advanced Healthcare Facilities (Fasilitas Pelayanan Kesehatan Tingkat Lanjut – “FPKTL”), the Director-General of Advanced Health Services has introduced a new set of guidelines on the management of FPKTL-related complaints through the issuance of Decree No. HK.02.02/D/4072/2025 of 2025 on the Management of Complaints Regarding the Quality of Healthcare Services Offered by FPKTL (“Decree 4072/2025”), which has been in force since 30 September 2025.[1]