TINGKAT KEPUASAN PASIEN RAWATJALAN TERHADAP PELAYANANKEFARMASIAN DI PUSKESMAS AEK KOTA BATU KECAMATAN NA IX-X

Pharmaceutical services from a health center is one of the activities at the
health center which plays an important role in supporting quality health services
for the community. Pharmaceutical service standards are benchmarks used as
guidelines for pharmaceutical personnel in providing their services. The quality of
pharmaceutical services according to standards is very important because it will
create a sense of satisfaction in patients. The purpose of this study was to
determine the level of patient satisfaction with pharmaceutical services at Aek
Kota Batu Health Center
This research is a descriptive survey study in which a questionnaire is
used as a tool to collect data, examining 50 patients as research samples
obtained through quota sampling technique from a population consisting of all
patients registered in the Indonesian National Health Network-BPJS, KIS, and
ASKES. , and patients at their own expense who seek treatment at Aek Kota
Batu Health Center.
Through the research, the results of the outpatient satisfaction level with
the pharmacy services of Aek Kota Batu Health Center are as follows: in general
84.4% of patients are satisfied: on the dimension of responsiveness, 85.6% of
patients are satisfied, on the reliability dimension, 88% of patients were satisfied,
on the assurance dimension, 86.4% of the patients were satisfied, on the
emphaty dimension, 87.6% of the patients were satisfied, and on the tangibility
dimension, 86.8% of the patients were satisfied.
This study concluded that on the 5 dimensions of pharmaceutical service quality,
84.8% of patients were satisfied.
Keywords :Patient Satisfaction, Reliability, Assurance, Responsiveness, Tangibility
References :7(2009-2020)