Tingkat Kepuasan Pasien dan Kualitas Pelayanan Kefarmasian di Instalasi Farmasi RSUD Kabanjahe Kabupaten Karo
TINGKAT KEPUASAN PASIEN DAN KUALITAS PELAYANAN
KEFARMASIAN DI INSTALASI FARMASI RSUD KABANJAHE
KABUPATEN KARO
ABSTRAK
Latar belakang: Semakin tinggi tuntutan masyarakat akan mutu pelayanan, maka
fungsi pelayanan kesehatan termasuk pelayanan Rumah Sakit secara bertahap
terus ditingkatkan agar menjadi lebih efektif dan efisien, serta memberi kepuasan
terhadap pasien, keluarga, maupun masyarakat. Tuntutan pasien dan masyarakat
akan peningkatan mutu pelayanan kefarmasian mengharuskan adanya perluasan
dari paradigma lama (drug oriented) ke paradigma baru (patient oriented) dengan
filosofi pelayanan kefarmasian.
Tujuan: Untuk mengetahui tingkat kepuasan pasien dan kualitas pelayanan
kefarmasian di Instalasi Farmasi Rumah Sakit Umum Daerah Kabanjahe
Kabupaten Karo.
Metode: Penelitian ini menggunakan rancangan penelitian deskriptif dengan
metode survey cross sectional yang dilakukan pada bulan Oktober – November
2015. Data diambil dari 400 responden untuk menilai tingkat kepuasan pasien
dengan menggunakan kuesioner dan untuk penilaian kualitas pelayanan
kefarmasian di instalasi farmasi rumah sakit dengan mengisi daftar tilik pelayanan
kefarmasian di rumah sakit oleh apoteker penanggung jawab instalasi farmasi.
Hasil: Tingkat kepuasan pasien terhadap kualitas pelayanan kefarmasian di
Instalasi Farmasi Rumah Sakit Umum Daerah (RSUD) Kabanjahe Kabupaten
Karo secara keseluruhan adalah sangat puas (80,90%) terbagi ke dalam lima
kategori. Tingkat kepuasan pasien pada kategori kehandalan 83,73% (puas),
ketanggapan 83,96% (puas), keyakinan 85,75% (sangat puas), empati 87,31%
(sangat puas), bukti langsung 84,64% (sangat puas). Untuk kualitas pelayanan
kefarmasian di Rumah Sakit Umum Daerah Kabanjahe diperoleh skor sebanyak
55 poin, termasuk dalam kategori kurang.
Kesimpulan: Pasien merasa sangat puas terhadap pelayanan kefarmasian di
Instalasi Farmasi Rumah Sakit Umum Daerah Kabanjahe, dan penerapan standar
pelayanan kefarmasian di Instalasi Farmasi Rumah Sakit masih dalam kategori
kurang.
Kata Kunci : Kepuasan Pasien, Pelayanan Kefarmasian, RSUD Kabanjahe
vii
Universitas Sumatera Utara
THE SATISFACTION LEVEL OF PATIENTS AND QUALITY
OF PHARMACEUTICAL SERVICES IN THE INSTALLATION
PHARMACY OF GENERAL HOSPITAL IN KABANJAHE-KARO
REGENCY
ABSTRACT
Background: As high as increasing the demand of society on the service quality,
the function of health services including hospital services are must to be increased
to become more effective and efficient , and to give the satisfaction to patients,
families, and society. The demands of patients and the society will improve the
quality of pharmaceutical services require the expansion from the old paradigm
(drug oriented) to the new paradigm (patient oriented) by the philosophy of
pharmacy services.
Purpose: To know patient’s satisfaction level and pharmaceutical services quality
in pharmacy Installation of Kabanjahe Hospital in Karo Regency.
Method: This research used descriptive research design with survey cross
sectional method conducted in October – November 2015. Data were taking from
400 respondents to assessed patient’s satisfaction by using a questionnaire and for
the assessment of the quality of pharmacy services at the hospital by filling the
pharmacy services checklist in hospitals by the pharmacist who responsibility in
installation of pharmacy.
Result: The level of patien’s satisfaction with the quality of pharmaceutical
services in Pharmacy Installation of Kabanjahe Hospital in Karo Regency overall
is very satisfied (80.90%) were divide into five categories:The satisfaction’s level
of patients in reliability category of 83.73% (satisfied), the responsiveness of
83.96% (satisfied), confidence of 85.75% (very satisfied), empathy of 87.31%
(very satisfied) and direct evidence of 84.64% (very satisfied). For the quality of
Pharmaceutical Services at the Kabanjahe Hospital obtained 55 points, it was
including in the less category.
Conclusion: Patients feel very satisfied with the pharmaceutical service in
pharmacy installation of Kabanjahe Hospital in Karo Regency and the
implementation of standards in the pharmaceutical services installation of
Hospital Pharmacy is still in the less category.
Keywords: Patient Satisfaction, Pharmaceutical Services, Kabanjahe Hospital
viii
Universitas Sumatera Utara
KEFARMASIAN DI INSTALASI FARMASI RSUD KABANJAHE
KABUPATEN KARO
ABSTRAK
Latar belakang: Semakin tinggi tuntutan masyarakat akan mutu pelayanan, maka
fungsi pelayanan kesehatan termasuk pelayanan Rumah Sakit secara bertahap
terus ditingkatkan agar menjadi lebih efektif dan efisien, serta memberi kepuasan
terhadap pasien, keluarga, maupun masyarakat. Tuntutan pasien dan masyarakat
akan peningkatan mutu pelayanan kefarmasian mengharuskan adanya perluasan
dari paradigma lama (drug oriented) ke paradigma baru (patient oriented) dengan
filosofi pelayanan kefarmasian.
Tujuan: Untuk mengetahui tingkat kepuasan pasien dan kualitas pelayanan
kefarmasian di Instalasi Farmasi Rumah Sakit Umum Daerah Kabanjahe
Kabupaten Karo.
Metode: Penelitian ini menggunakan rancangan penelitian deskriptif dengan
metode survey cross sectional yang dilakukan pada bulan Oktober – November
2015. Data diambil dari 400 responden untuk menilai tingkat kepuasan pasien
dengan menggunakan kuesioner dan untuk penilaian kualitas pelayanan
kefarmasian di instalasi farmasi rumah sakit dengan mengisi daftar tilik pelayanan
kefarmasian di rumah sakit oleh apoteker penanggung jawab instalasi farmasi.
Hasil: Tingkat kepuasan pasien terhadap kualitas pelayanan kefarmasian di
Instalasi Farmasi Rumah Sakit Umum Daerah (RSUD) Kabanjahe Kabupaten
Karo secara keseluruhan adalah sangat puas (80,90%) terbagi ke dalam lima
kategori. Tingkat kepuasan pasien pada kategori kehandalan 83,73% (puas),
ketanggapan 83,96% (puas), keyakinan 85,75% (sangat puas), empati 87,31%
(sangat puas), bukti langsung 84,64% (sangat puas). Untuk kualitas pelayanan
kefarmasian di Rumah Sakit Umum Daerah Kabanjahe diperoleh skor sebanyak
55 poin, termasuk dalam kategori kurang.
Kesimpulan: Pasien merasa sangat puas terhadap pelayanan kefarmasian di
Instalasi Farmasi Rumah Sakit Umum Daerah Kabanjahe, dan penerapan standar
pelayanan kefarmasian di Instalasi Farmasi Rumah Sakit masih dalam kategori
kurang.
Kata Kunci : Kepuasan Pasien, Pelayanan Kefarmasian, RSUD Kabanjahe
vii
Universitas Sumatera Utara
THE SATISFACTION LEVEL OF PATIENTS AND QUALITY
OF PHARMACEUTICAL SERVICES IN THE INSTALLATION
PHARMACY OF GENERAL HOSPITAL IN KABANJAHE-KARO
REGENCY
ABSTRACT
Background: As high as increasing the demand of society on the service quality,
the function of health services including hospital services are must to be increased
to become more effective and efficient , and to give the satisfaction to patients,
families, and society. The demands of patients and the society will improve the
quality of pharmaceutical services require the expansion from the old paradigm
(drug oriented) to the new paradigm (patient oriented) by the philosophy of
pharmacy services.
Purpose: To know patient’s satisfaction level and pharmaceutical services quality
in pharmacy Installation of Kabanjahe Hospital in Karo Regency.
Method: This research used descriptive research design with survey cross
sectional method conducted in October – November 2015. Data were taking from
400 respondents to assessed patient’s satisfaction by using a questionnaire and for
the assessment of the quality of pharmacy services at the hospital by filling the
pharmacy services checklist in hospitals by the pharmacist who responsibility in
installation of pharmacy.
Result: The level of patien’s satisfaction with the quality of pharmaceutical
services in Pharmacy Installation of Kabanjahe Hospital in Karo Regency overall
is very satisfied (80.90%) were divide into five categories:The satisfaction’s level
of patients in reliability category of 83.73% (satisfied), the responsiveness of
83.96% (satisfied), confidence of 85.75% (very satisfied), empathy of 87.31%
(very satisfied) and direct evidence of 84.64% (very satisfied). For the quality of
Pharmaceutical Services at the Kabanjahe Hospital obtained 55 points, it was
including in the less category.
Conclusion: Patients feel very satisfied with the pharmaceutical service in
pharmacy installation of Kabanjahe Hospital in Karo Regency and the
implementation of standards in the pharmaceutical services installation of
Hospital Pharmacy is still in the less category.
Keywords: Patient Satisfaction, Pharmaceutical Services, Kabanjahe Hospital
viii
Universitas Sumatera Utara