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PENGARUH PENERAPAN STANDAR PELAYANAN KEFARMASIAN TERHADAP KEPUASAN PASIEN DI PUSKESMAS PADANG BULAN
DAN POLONIA KOTA MEDAN 2015
ABSTRAK
Pusat Kesehatan Masyarakat (Puskesmas) sebagai tempat upaya kesehatan tingkat pertama memiliki tanggung jawab dalam memberikan pelayanan kesehatan kepada seluruh masyarakat yang secara administratif berdomisili di wilayah kerjanya. Menteri Kesehatan Republik Indonesia menerbitkan peraturan Nomor 30 Tahun 2014 tentang standar pelayanan kefarmasian di puskesmas yang bertujuan untuk meningkatkan mutu pelayanan kefarmasian.
Tujuan penelitian ini adalah untuk mengetahui bagaimana penerapan standar pelayanan kefarmasian di puskesmas, tingkat kepuasan pasien dan pengaruh penerapan standar pelayanan kefarmasian terhadap kepuasan pasien. Penelitian ini merupakan penelitian survei deskriptif yang bersifat cross-sectional. Pengambilan data dilakukaan dengan cara observasi oleh peneliti untuk mengetahui penerapan standar pelayanan kefarmasian dan melakukan wawancara kepada pasien untuk mengetahui tingkat kepuasan pelayanan kefarmasian. Data dikumpulkan dari 340 responden pada bulan September 2015 di puskesmas Padang Bulan dan Polonia. Penerapan standar pelayanan kefarmasian yang dikaji dalam penelitian ini adalah sumber daya manusia, sarana dan prasarana, pengelolaan obat dan bahan medis habis pakai, pelayanan farmasi klinik dan pengendalian mutu pelayanan. Kriteria untuk pengukuran tingkat kepuasan mencakup lima variabel yaitu kehandalan, ketanggapan, keyakinan, empati dan fasilitas berwujud.
Hasil penelitian menunjukkan bahwa penerapan standar pelayanan kefarmasian di puskesmas Padang Bulan memperoleh nilai 98 poin, termasuk kategori baik. Sedangkan di puskesmas Polonia memperoleh nilai 58 poin, termasuk kategori kurang. Tingkat kepuasan pasien di puskesmas Padang Bulan yaitu, merasa puas sebanyak 57 pasien (33,53%) dan merasa sangat puas sebanyak 113 pasien (66,47%). Sedangkan di puskesmas Polonia merasa puas sebanyak 153 pasien (90%) dan merasa sangat puas sebanyak 17 pasien (10%). Rata-rata nilai kepuasan pasien menunjukkan bahwa di puskesmas Padang Bulan lebih tinggi dibandingkan Polonia, di puskesmas Padang Bulan memperoleh nilai 37,24 sedangkan di Polonia memperoleh nilai 32,12. Hasil pengaruh penerapan standar pelayanan terhadap kepuasan pasien dengan menggunakan uji Mann-Whitney Test menunjukkan pengaruh yang signifikan < 0,05.
Dapat disimpulkan bahwa penerapan standar pelayanan kefarmasian di puskesmas padang bulan termasuk kategori baik, sedangkan puskesmas Polonia termasuk kategori kurang. Tingkat kepuasan pasien di puskesmas Padang Bulan termasuk kategori sangat puas, sedangkan di Polonia termasuk kategori puas dan penerapan standar pelayanan kefarmasian memiliki pengaruh terhadap kepuasan pasien.
Kata kunci: Standar Pelayanan Kefarmasian, Kepuasan, Pusat Kesehatan Masyarakat
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THE EFFECTS OF PHARMACEUTICAL STANDARD SERVICE
IMPLEMENTATION ON THE PATIENTS’ SATISFACTION IN PADANG BULAN AND POLONIA COMMUNITY HEALTH CENTERS AT MEDAN
2015
ABSTRACT
Community Health Centers (CHC) as a first-level health effort has a responsibility in providing health services to all people administratively living in their work regions. Health Minister of Indonesia issued the regulation No. 30 in 2014 about the standard of pharmaceutical services in the health centers that aims to improve the quality of it.
The purpose of this study was to determine how the implementation of pharmaceutical standard service in the health centers, patients’ satisfaction and the effects of pharmaceutical standard service implementation to the patients’ satisfaction. This study used a cross-sectional descriptive survey. Data collection was done through the observation by researcher to determine the implementation of pharmaceutical standard service and conduct some interviews to the patients in order to find out the satisfaction level of pharmaceutical services. Data were collected from 340 respondents on September 2015 in Padang Bulan and Polonia health center. The implementation standard of pharmaceutical services that were examined in this study were the human resources, facilities and infrastructure, the management of consumable drugs and medical materials, clinical pharmacy services and quality control services. The criteria for measuring the level of satisfaction included five variables, namely; reliability, responsiveness, assurance, empathy and tangible facilities.
The result showed that the implementation standard of pharmaceutical services in Padang Bulan health center got 98 points, which means good. While Polonia health center got 58 points, which means not good enough. For the level of patients’ satisfaction, in Padang Bulan health center, 57 patients (33.53%) felt satisfied and 113 patients (66.47%) were very satisfied. While in Polonia health center, 153 patients (90%) felt satisfied and 17 patients (10%) were very satisfied. The average value of patient satisfaction showed that in the clinic Padang Bulan higher than Polonia, in health centers Padang Bulan scored 37.24 while in Polonia scored 32.12. Results of the effect of the implementation of service standards for patient satisfaction by using the Mann-Whitney Test review a significance influence < 0.05.
It can be concluded that the implementation of the pharmaceutical standard services in Padang Bulan health center was good, while in Polonia health center was not good enough. The level of patient satisfaction in puskesmas Padang Bulan categorized as very satisfied, while at the Polonia categorized satisfied and the implementation of pharmaceutical standard service has an significance influence to the patients’ satisfaction.
Key words: Standards of Pharmaceutical Services, Satisfaction, Community Health Centers
