Overview of Outpatient Satisfaction Levels with Pharmaceutical Services at the Pharmacy Installation of the South Tangerang City General Hospital in 2021

Desva Oktaria

Abstract


Pharmaceutical service standards are benchmarks used as guidelines for pharmaceutical personnel in carrying out pharmaceutical services. Pharmaceutical service is a direct and responsible service to patients related to the availability of pharmacy with the aim of achieving definite results to improve patient quality. South 2021. Pharmaceutical services in Indonesia are one of the causes of service problems in the health world, the results of Riskesdas show that only 35.1% of hospitals carry out pharmaceutical services according to standards, this is due to the uneven number of health workers, especially pharmaceutical workers in the area, resulting in pharmaceutical services at facilities. health services do not meet pharmaceutical service standards.This research is a descriptive survey through a quantitative approach with a total of 106 respondents using a cross-sectional design. The sampling technique used is Nonprobability Sampling, namely accidental sampling and the analysis used is Importance Performance Analysis (IPA). The results of the IPA test research in the Cartesian diagram, there are 5 service quality attributes that are felt to be very important by patients but the puskesmas have not implemented them in accordance with the expectations of quadrant A patients. At the South Tangerang City General Hospital shows the Total Outpatient Satisfaction at the Performance Level (reality) of 68.20% while the Total Expectation Level is 70.79%, with an average of 3.10 at the reality level and at the expectation level of 3.22.


Keywords


Community Satisfaction Index, Satisfaction, Pharmaceutical Services

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References


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DOI: https://doi.org/10.24853/mphj.v2i1.12139

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MPHJ: Muhammadiyah Public Health Journal

E-ISSN: 2723-4266

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Diterbitkan oleh

Fakultas Kesehatan Masyarakat, Universitas Muhammadiyah Jakarta

Jl. KH. Ahmad Dahlan, Cireundeu, Ciputat

Tangerang Selatan, 15419, 
Email:[email protected]

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