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TINGKAT KEPUASAN PASIEN RAWAT JALAN PESERTA BPJS KESEHATAN TERHADAP PELAYANAN KEFARMASIAN DI DUA PUSKESMAS DI KOTA MEDAN PADA BULAN AGUSTUSTUS 2015
ABSTRAK
Latar Belakang: Puskemas adalah unit pelaksana teknis dinas kesehatan kabupaten/kota yang bertanggung jawab menyelenggarakan pembangunan kesehatan disuatu wilayah kerja. Pelayanan kefarmasian merupakan bagian yang tidak terpisahkan dari sistem pelayanan kesehatan Puskesmas. Penelitian ini dilakukan untuk memberikan gambaran tingkat kepuasan pasien rawat jalan peserta BPJS Kesehatan.
Metode: Penelitian ini dilakukan di dua Puskesmas di Kota Medan yakni: Puskesmas Padang Bulan dan Puskesmas Polonia pada bulan Agustus 2015. Jenis penelitian adalah survei deskriptif cross sectional. Gambaran tentang tingkat kepuasan pasien diperoleh melalui pengisian kuesioner dan wawancara oleh 150 pasien setiap Puskesmasnya. Penilaian tingkat kepuasan pasien dilakukan dengan cara menjumlahkan nilai total semua pertanyaan dari parameter penilaian yang terdiri dari kehandalan, ketanggapan, keyakinan, empati, dan fasilitas berwujud. Kriteria tingkat kepuasan pasien rawat jalan peserta BPJS Kesehatan ialah: 1-24 tidak puas, 25-48 puas, dan 49-72 sangat puas. Analisis data dilakukan secara deskriptif menggunakan uji Chi-Square dan Mann-Whitney pada program SPSS versi 18.
Hasil: Hasil penelitian menujukkan bahwa secara keseluruhan tingkat kepuasan pasien terhadap pelayanan kefarmasian Puskesmas Padang Bulan Medan 80,7% merasa sangat puas, dan 19,3% merasa puas, pada Puskesmas Polonia 22,0% merasa sangat puas, dan78,0% merasa puas dengan p value < 0,05.
Kesimpulan: Dapat disimpulkan bahwa pasien rawat jalan peserta BPJS Kesehatan merasa lebih puas terhadap pelayanan kefarmasian yang diberikan oleh petugas ruang farmasi Puskesmas Padang Bulan dibandingkan Puskesmas Polonia Medan.
Kata Kunci: BPJS Kesehatan, Kepuasan Pasien, Pelayanan Kefarmasian, Puskesmas Padang Bulan Medan, Puskesmas Polonia Medan.
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SATISFACTION LEVELS OF OUTPATIENT BPJS PARTICIPANTS ON PHARMACEUTICAL SERVICES OF TWO PUBLIC HEALTH
CENTERS AT MEDAN ON AUGUST 2015
ABSTRACT
Background: Public health center is a health care technical unit of districts/municipalities which responsible to organize the development of the health sector in a work area. Pharmacy service is an integral part of the health care system in public health centers. This study was conducted to illustrate the satisfaction levels of outpatient BPJS Participants.
Methods: This study was done at two of public health centers in Medan, those are Padang Bulan Public Health center and Polonia Public Health center on August 2015. The type of the study is Cross sectional descriptive survey. The description about satisfaction levels were gained through questionnaire filling and interview over 150 outpatients in each public health center. The estimation of patients satisfaction levels was done by summing the total score of questions and assessment parameter such as the reliability, responsiveness, assurance, empathy, and tangible facility. Therefor would be gained total score from each patients satisfaction levels criteria of the outpatient BPJS participants those are 1-24 were not satisfied, 25-48 were satisfied, and 49-72 were really satisfied. The data analysis was done descriptively using Chi-square test, Mann-whitney test on SPSS program version 18.
Results: The results showed that the level of outpatients satisfaction of pharmacy services in Padang Bulan public health center Medan, (80.7%) were very satisfied, and (19.3%) were satisfied. While in polonia public health centers (22.0%) were very satisfied, and (78.0%) were satisfied with p value < 0.05.
Conclusion: it can be concluded that the outpatient BPJS participants feel more satisfied with the services provided by the pharmacy installation officers at public health center Padang Bulan than public health center Polonia Medan
Keywords: BPJS Kesehatan, Patient Satisfaction, Pharmaceutical Services, Padang Bulan Public Health Center Medan, Polonia Public Health Center Medan.
