Analisis Tingkat Kepuasan Pasien Rawat Jalan Terhadap Kualitas Pelayanan Obat Di Instalasi Farmasi Rsud Liun Kendage Tahuna

Abstract

Good service quality will lead to satisfaction in patients. Pharmaceutical services especially in hospitals are sued to realization the expansion of the pharmaceutical service paradigm from product orientation to patient orientation. This study aims to determine the level of outpatient satisfaction to quality of drug service in the Pharmacy Installation of Liun Kendage Tahuna Hospital based on five dimensions of service quality namely tangibles, empathy, reliability, responsiveness, and assurance. This research is a descriptive study with prospective data collection. Number of samples is 347 people, the process of collecting primary data is done using research instruments in the form of questionnaires and data processing to determine the validity and reliability of the questionnaire using SPSS 17 for Windows program. The results showed that the overall satisfaction index value was -0.63. The satisfaction index for each dimension is; tangible -0.62; empathy -0.58; reliability -0.59; responsiveness -0.59; and assurance -0.70. This shows that the worth satisfaction index is negative, which means that outpatients at the Liun Kendage Tahuna Hospital Pharmacy Installation are not yet feel satisfied with the services provided. Keywords: patient satisfaction, quality service, RSUD Liun Kendage Tahuna.ABSTRAKKualitas pelayanan yang baik akan menimbulkan kepuasan pada pasien. Pelayanan kefarmasian khususnya di rumah sakit dituntut untuk merealisasikan perluasan paradigma pelayanan kefarmasian dari orientasi produk menjadi orientasi kepada pasien. Penelitian ini bertujuan untuk mengetahui tingkat kepuasan pasien rawat jalan terhadap kualitas pelayanan obat di Instalasi Farmasi RSUD Liun Kendage Tahuna berdasarkan lima dimensi kualitas pelayanan yakni tangibles, emphaty, reliability, responsiveness, dan assurance. Penelitian ini merupakan penelitian deskriptif dengan pengambilan data secara prospektif. Jumlah sampel sebanyak 347 orang, proses pengumpulan data primer dilakukan dengan menggunakan instrumen penelitian dalam bentuk kuesioner dan pengolahan data untuk mengetahui validitas dan reliabilitas kuesioner menggunakan program SPSS 17 for windows. Hasil penelitian diperoleh nilai indeks kepuasan secara keseluruhan sebesar terbesar -0,63. Indeks kepuasan pada setiap dimensi yaitu; tangible -0,62; emphaty -0,58; reliability -0,59; responsiveness -0,59; dan assurance -0,70; Hal ini menunjukkan indeks kepuasan bernilai negatif yang berarti pasien rawat jalan di Instalasi Farmasi RSUD Liun Kendage Tahuna belum merasa puas terhadap pelayanan yang diberikan. Kata Kunci : kepuasan pasien, kualitas pelayanan, RSUD Liun Kendage Tahuna.

Evaluation of service quality and complaint handling on outpatient satisfaction at the pharmaceutical installation of mokoyurli buol regional public hospital

“…The connection of outpatient prescription, inpatient, and emergency rooms is one of the causes of long waiting times. This finding agrees with research by (Nangaro et al, 2019), which has deployed that the reliability dimension has a negative value.…”

“…The overall score of the tangibility dimension shows a negative gap. This finding agrees with (Nangaro et al, 2019), who have discovered several negative gaps in the tangible evidence dimension.…”

“…The description of each item is divided into four quadrants, as follows: The patients have complained about the waiting room and insufficient numbers of seats that made them stand up when waiting for the medicines. This finding agrees with research by (Nangaro et al, 2019), which has discovered that seats in a pharmaceutical installation should be added to accommodate many patients because some of them must stand up while waiting for the medicines.…”

Strategy for the Development of Patient Services at the YAPIDA Primary Clinic in Gunung Putri, Bogor Regency

“…By referring to the SEM analysis, it can be concluded that SEM improves the recommendation for the formulation of the YAPIDA Primary Clinic service quality improvement strategy based on the IPA analysis, namely the YAPIDA Primary Clinic service quality improvement strategy is directed at the four service attributes contained in three dimensions (Nangaro et al, 2019). According to the SEM analysis, the improvement strategy for factor X2 includes "nurse assistance in informing before the service is provided" (X2.3), does not significantly affect Clinical Performance (Erlangga et al, 2020;Musa et al, 2019;Yuliati et al, 2016;Zun et al, 2018).…”