Kekerasan terhadap perawat baik secara fisik maupun verbal, masih menjadi
masalah serius di fasilitas kesehatan, terutama yang dipicu oleh ketidakpuasan
pasien atau keluarga terhadap layanan yang tidak tersalurkan melalui sistem
pengaduan resmi. Ketidakefektifan sistem pengaduan pasien kerap menyebabkan
keluhan disampaikan secara langsung kepada perawat, sehingga meningkatkan
risiko terjadinya konflik. Penelitian ini bertujuan untuk mengidentifikasi upaya
optimalisasi layanan pengaduan pasien sebagai strategi preventif dalam
meningkatkan keselamatan kerja perawat. Penelitian ini menggunakan pendekatan
studi kasus berbasis praktik klinik di ruang rawat inap dewasa Rumah Sakit
Tarakan, dengan metode observasi partisipatif, wawancara, kuesioner, dan Project
Based Learning (PBL). Intervensi dilakukan melalui pembuatan media edukatif
berupa X-banner dan video edukasi mengenai alur pengaduan. Hasil penelitian
menunjukkan bahwa tingkat pemahaman perawat dan pasien mengenai jalur
pengaduan meningkat setelah dilakukan sosialisasi media edukatif. Evaluasi juga
menunjukkan adanya penurunan potensi konflik langsung kepada perawat.
Kesimpulan dari penelitian ini adalah bahwa media edukasi visual terbukti efektif
dalam meningkatkan pemahaman jalur pengaduan dan berkontribusi terhadap
peningkatan keselamatan kerja perawat di ruang rawat inap. Rekomendasi
ditujukan kepada manajemen rumah sakit untuk memperluas implementasi media
informasi serupa di seluruh unit pelayanan.
Kata kunci: Kekerasan terhadap perawat, Layanan pengaduan, Keselamatan kerja,
Media edukatif, Manajemen keperawatan.

Violence against nurses, both physical and verbal, remains a critical issue in healthcare settings, often stemming from patient or family dissatisfaction that is not appropriately channeled through formal complaint systems. The ineffectiveness of these systems frequently results in direct confrontations with nurses, increasing the risk of conflict. This study aimed to identify efforts to optimize patient complaint services as a preventive strategy to enhance nurse occupational safety. Using a clinical practice-based case study approach in the adult inpatient ward of Tarakan Hospital, the study employed participatory observation, interviews, questionnaires, and a Project-Based Learning (PBL) method. The intervention involved the development of educational media, in the form of X-banners and instructional videos, to improve awareness ofthe formal complaint process. The results showed that the level of understanding of nurses and patients regarding the complaint pathway increased after the socialization using educational media. The evaluation also showed a decrease in the potential for direct conflict with nurses. The study concluded that visual educational media were effective tools for enhancing awareness of the complaint mechanism and play a crucial role in promoting nurse safety. It is recommended that hospital management implement similar educational initiatives across all service units to further support occupational safety in healthcare. Keywords: Violence Against Nurses, Complaint Services, Occupational Safety, Educational Media, Nursing Management