Analisis Tingkat Kepuasan Pasien Rawat Inap terhadap Pelayanan Kefarmasian di Instalasi Farmasi RS X Tahuna

Abstract

The level of satisfaction achievement on the services provided to patients, both the quality of health services and the health care system, will be the first choice for patients to visit the hospital. The objective of this study was to determine inpatients satisfaction level in the internal diseases room on drug services at Pharmacy Installation Hospital of X Tahuna. This research was a descriptive research with crosssectional design. The research instrument was a form of a questionnaire of hope and reality which was adopted from Nangaro in 2019. The validity and reliability test of the questionnaire was conducted on 30 respondents and data analysis using index of total quality service. There are 115 people who have met the inclusion criteria, such as being willing to be a respondent, being able to read and write, aged ≥ 18 years old, and were currently undergoing treatment in the interna room and have received service at X Tahuna Hospital. Analysis of satisfaction data was using the Weighted Servqual model. The results showed an overall satisfaction index of -0.20, while the satisfaction index for each dimension was as follows: -0.29 for the tangibles dimension, -0.278 emphaty dimensions, -0.17 reliability dimensions, -0.274 dimensions responsiveness, and - 0.32 for the assurance dimension. The overall satisfaction index as well as each dimension shows a negative value, which means that the patient is not satisfied with the drug services at X Tahuna Hospital Pharmacy Installation. The Hospital must re-evaluate the number of human resources (pharmacist-patient ratio), the flow of drug services, as well as the completeness of the available facilities.

Evaluation Of Patient’s Satisfaction Towards Pharmaceutical Services At Outpatient Installation In Putra Wasada Hospital Tulungagung

“…In the assurance dimension, the statement items can be seen in table 4.6 which obtained a satisfaction value of 0.98 which means that respondents were quite satisfied with the assurance dimension in the Outpatient Pharmacy Installation of Putra Waspada Hospital Tulungagung. Research conducted by (Kristanti et al, 2019) stated that respondents were very satisfied on the assurance dimension because pharmacy workers ensured patients understand the correct information about drugs and get results of 1.07.…”

“…A satisfaction value of 0.93 was obtained in the physical infrastructure dimension which comparing between average performance and average expectation and statement items can be seen on table 4.6. Research conducted by (Isnindar et al, 2018) stated that respondents were very satisfied with the dimension of physical infrastructure at the Hospital Pharmacy Installation Regional Public Hospital of dr. Soedarso and got a satisfaction value of 1.02.…”

Tingkat Kepuasan Pasien Rawat Jalan Terhadap Pelayanan Kefarmasian Oleh Apoteker Di Instalasi Farmasi Rsud Ir Soekarno Kabupaten Sukoharjo Tahun 2022

“…Pada penelitian yang dilakukan oleh Citraningtyas et al (2020) didapatkan hasil bahwa pasien belum merasa puas terhadap pelayanan yang diberikan di Instalasi Farmasi Rumah Sakit Bhayangkara Manado. Penelitian yang dilakukan meliputi: tangibles, emphaty, creliability, responsiveness, dan assurance.…”

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“…Keterbatasan kursi di ruang tunggu dan lamanya antrian juga tidak sesuai harapan pasien. Daya tampung pasien di ruang tunggu kecil, mengakibatkan pasien tidak nyaman mengantri (14) .…”

“…Berdasarkan pengamatan lapangan, hal ini disebabkan karena waktu tunggu pasien lama. Hal ini sejalan dengan hasil penelitian sebelumnya yang menunjukkan bahwa rerata nilai total Ikj (-0,20) (14) . Artinya pasien masih kurang puas terhadap pelayanan yang diberikan oleh IFRSD.…”