“Innovations to Support Emancipated Learning (MBKM), Research, and Community Services for Sustainable Development Goals” 186
The Level of Patients Satisfaction In Pharmacy Installation of Langsa Regional Hospital
Diza Fathamira Hamzah1*, Sri Rosita2 & Rahmayani3
1,2,3
Universitas Serambi Mekkah
*Corresponding Author :dizafathamirahamzah@serambimekkah.ac.id
Abstract
One of the hospital services is pharmaceutical service which is a service that must be provided by the hospital. Pharmaceutical service is a service which is directly responsible to patients related to pharmaceutical preparations with the aim of achieving definite results to improve the quality of life of patients in general, including patients using health social security administrator. This study aims to determine the analysis of the level of patient satisfaction in the Pharmacy Installation at Langsa Regional Hospital. The study population was all patients in the Pharmacy Installation of Langsa Regional Hospital and 79 of them was drawn as sample research by using accidental sampling technique.The data were collected by using questionairre. The data analysis was carried out univariately by identify the percentage of each variable studies. The results showed that 60 patients were unsatisfied (75.9%). In terms of several sub-assessments, 58 patients satisfied with the positive attitude of officers (73.4%), 62 patients (78.5%)unsatisfied with the waiting time of the services which is according to the standard besides 57 patients (72.1%)unsatisfied with the drug information service provided. It is necessary to improve the quality of pharmaceutical services by organizing training for health workers and evaluating services on a regular basis.
Keywords: Patient Satisfaction, Public Health Status, Rational Use of Drug, Hospital Services
1. Introduction
Hospital is a health service institution that provides complete individual health services including in-patient, out-patient, and emergency services. The hospital has a mission to provide quality and affordable health services to the community in order to improve the health status of the community. One dimension of the quality of health services is access to quality services (Umoke et al., 2020). The hospital is required to maintain continuously consumer trust carefully by paying attention to consumer needs in an effort to fulfill the desires and expectations of the services provided. Hospital consumers, in this case patients who expect services at the hospital, not only expect medical and nursing services but also expect comfort, good accommodation and harmonious relationships between hospital staff and patients, thus improving the quality of health services in hospitals is an important thing which is must be considered (Mohiuddin, 2020).
One of the services in the hospital is pharmaceutical service which is a service provided by the hospital. In order to measure the achievement of the standards that have been set, indicators are needed, a tool/benchmark whose results point to the measure of compliance with the standards that have been set (Putu et al., 2018). Pharmaceutical service is a service that is directly responsible to patients related to pharmaceutical preparations with the aim of achieving definite results to improve the quality of life of
“Innovations to Support Emancipated Learning (MBKM), Research, and Community Services for Sustainable Development Goals” 187 patients in general, including patients who use the Health Social Security Administration Agency (Yuliandani et al., 2022).
Health Social Security Administering is a legal entity established by law to administer social security programs. The Social Security Administering for Health functions to administer the health insurance program. Health insurance according to the national social security system law is administered nationally based on the principle of social insurance and the principle of equity, aims to ensure that participants receive health care benefits and protection in meeting basic health needs (Karsana & Murhadi, 2021).
Langsa Regional Hospital is one of the government hospitals in Langsa City which collaborates with Health Social Security Administering. Langsa Regional General Hospital is one of the government hospitals that uses quality policy standards, quality management, quality systems, quality control, and hospital quality assurance. However, by having quality standards the patient's needs have not been met in accordance with patient expectations. The number of outpatient visits at the Pharmacy Installation at Langsa Hospital for the period January to December 2018 was 20,424 people, of which 11,058 female patients and 9,366 male patients (Langsa Regional Hospital, 2018).
Patient satisfaction, especially for patients of health social security administering agency, found that actually with the existence of health social security providers, patients felt helped because they did not incur costs anymore, but the services provided were still not optimal, including the long service (queue waiting time and waiting time) drugs in the Pharmacy Installation). Patient satisfaction standards for pharmaceutical services include clinical pharmacy services. Clinical pharmacy services include review of prescriptions, delivery and provision of dru,g, and, drug information services. Efforts need to be made to realize pharmaceutical services according to standards that are carried out to the maximum extent possible by always prioritizing professional responsibility in an effort to improve the quality of life of patients is an absolute right that must be obtained by the community (Sandy Putra et al., 2020).
The results of a patient satisfaction survey conducted by Langsa Hospital in 2018 at the Pharmacy Installation is 71.8% due to the high quality of pharmaceutical services where this is almost achieve the target set by the Ministry of Health of the Republic of Indonesia in 2016 which is 80%. The results of a preliminary survey that the author conducted in February 2019 of 10 patients at the Pharmacy Installation, it was found that only 3 (30%) patients said they were satisfied and the rest were 7 (70%) %) said not satisfied with the waiter and pharmacy where the reasons for patient satisfaction are due to standard waiting times, friendly staff attitudes and accurate and complete drug information services. Based on the description above, the authors are interested in conducting research on the level of patient satisfaction in the Pharmacy Installation at the Langsa Regional Hospital.
2. Method
The research is a quantitative research with a descriptive design. The population in this study was all patients in Pharmacy Installation at Langsa Regional Hospital at the time of the study. The sample was drawn by using the Lameshow formula for unknown population by using the following formula.
n = ² /₂ ( )
² = , ² . , ( . , )
, ² = 79 patients
The sampling technique used the Accidental Sampling technique. The data were collected by using questionnaires which designed by the author, with inclusion criteria
“Innovations to Support Emancipated Learning (MBKM), Research, and Community Services for Sustainable Development Goals” 188 among others: the sample is willing to be a respondent, the sample is in good health not undergoing treatment, and can speak Indonesian well. The data analysis was carried out univariately by identify the percentage of each variable studies.
3. Result and Discussions Result
The results on patient satisfaction in the pharmacy installation of the Langsa Regional Hospital can be seen in the table below.
Table 1. Patients’ Satisfaction In Pharmacy Installation Of Langsa Regional Hospital
No Satisfaction n %
1 2
Unsatisfied Satisfied
60 19
75,9 24,1
Total 79 100,0
The results showed that patients were not satisfied with the services at the Pharmacy Installation at Langsa Hospital were 60 respondents (75.9%). The attitude of the Pharmacy Installation officers is how the attitude of officers in serving and providing drug services to patients which can affect the patients’ satisfaction. The attitude of Pharmacy Installation officers in serving patients can be seen in table 2 below.
Table 2. Attitude Of Officer In Pharmacy Installation Of Langsa Regional Hospital
No Attitude n %
1 2
Positive Negative
58 21
73,4 26,6
Total 79 100,0
The Table 2 showed that from 79 respondents the majority said that the attitude of the officers was positive as many as 58 respondents (73.4%).
Waiting time is a part of patients’ satisfaction which means a duration to receive the drug at the pharmacy installation, both ready-to-use drugs and concoction drugs, the waiting time for drugs can be seen in this following table.
Table 3. The Patient’s Waiting Time In Pharmacy Installation In Langsa Regional Hospital
No Waiting Time n %
1 2
Not Up ToStandard According To Standard
62 17
78,5 21,5
Total 79 100,0
Based on table 3 above, the result showed that 79 respondents the majority said the waiting time was too long and not up to the standard as many as 62 respondents (78.5
%).
There was an another variable which affect to the patients’ satisfaction,is the provision of drug information. Drug information is a service provided by the Pharmacy Installation officer in conveying all information about the drug given, while drug information on patients can be seen in the table 4.
“Innovations to Support Emancipated Learning (MBKM), Research, and Community Services for Sustainable Development Goals” 189 Table 4. Providing Drug Information ToPatients In Pharmacy Installation
No Providing Drug
Information
n %
1 2
Unexist Exist
57 22
72,1 27,9
Total 79 100,0
The results showed that from 79 respondents the majority said that they had not received drug information as many as 57 respondents (72.1%).
Discussions
Table 1 showed us that majority the majority said they were unsatisfied as many as 60 respondents (75.9%). In general, patients undergoing treatment at the Langsa Regional Hospital are health social security administering agency patients. With the health social security administering agency patients, patients feel helped because they are not subject to additional costs, but the services provided are still not optimal, including long services (waiting time in queues and waiting time for drugs at the Pharmacy Installation).
Standards of patient satisfaction with pharmaceutical services include the management of drugs and medical consumables as well as clinical pharmacy services (Mohamed et al., 2022). Clinical pharmacy services include reviewing prescriptions, delivering and providing drug information, drug information services, counseling, rounds/inpatient visits, monitoring and reporting of drug side effects. Efforts that need to be made to realize pharmaceutical services according to standards are carried out to the maximum extent possible by always prioritizing professional responsibility (pharmaceutical care) in an effort to improve the quality of life of patients, the important thing that must be done is to build pharmaceutical services that are better and can be feltby the community in general, because the quality of service is an absolute right that must be obtained by the community (Babatola et al., 2022).
Patient satisfaction with pharmaceutical services can be influenced by several factors, one of which is the attitude of the health officer at the pharmacy installation. The results of this study indicate that of the 79 respondents the majority said that the attitude of the officers was positive as many as 58 respondents (73.4%).The attitude of the staff approach to the patient is the attitude of the staff towards the patient when they first arrive at the hospital. Patient satisfaction can be influenced by the quality of health services provided by the hospital as a provider, where the quality of health services for patients means empathy, respect and responsiveness to their needs, in this case the needs of services provided by health workers. the behavior of officers in serving patients is mostly in the positive category(Aziz et al., 2018). Attitude is considered good if in providing services more attention to the needs of patients and other people who visit will increase patient satisfaction with these services. Respondents who get positive attitude from health workers are more dominant who are satisfied with the attitude given by health workers (Handayany, 2021).
Waiting time is one of the important things that will determine the initial image of the hospital. Waiting time is one component that has the potential to cause dissatisfaction.
Patients will perceive poor health services, long queues, and unfriendly health workers even though they are professional. If the waiting time for the drug is long, it will reduce patient comfort and affect the image of the hospital which can affect the utility of patients in the future (Kusumowardhani & Ilyas, 2019).
According to the Decree of the Minister of Health of the Republic of Indonesia Number: 129/Menkes/SK/II/2008 concerning Minimum Hospital Service Standards, the waiting time for pharmaceutical services is divided into 2 (two), namely the waiting time
“Innovations to Support Emancipated Learning (MBKM), Research, and Community Services for Sustainable Development Goals” 190 for ready-to-use (non-concocted) drug service and the waiting time for compounded drug service. Waiting time for ready-to-use (non-concocted) medicine is the time period from when the patient submits the prescription to receiving the finished (non-concocted) medicine with a set minimum standard of ≤ 30 minutes. Meanwhile, the waiting time for concoction drug service is the period from when the patient submits the prescription to receiving the concoction drug with a set minimum standard of ≤ 60 minutes (Siahaan et al., 2018). The results showed that from 79 respondents the majority said the waiting time was not up to standard as many as 62 respondents (78.5%).
Providing drug information services are aimed at improving therapeutic outcomes by maximizing the use of appropriate drugs. One of the benefits of counseling is to increase patient compliance in using drugs, so that mortality and losses (both costs and lost productivity) can be reduced. In addition, patients get additional information about their disease that they did not get from the doctor because they did not have time to ask, were embarrassed to ask, or could not express what they wanted to ask(Kamal et al., 2019).
Based on the results of the study it was found that the majority of patients did not get drug information as many as 57 respondents (72.1%). Patients of Langsa Regional Hospital in pharmacy installations just wait for drugs, without being given clear information about drug use, side effects and so on, patients only receive rules on how to use drugs that have been written by health workers.
Providing Drug information aim to provide information about drugs to patients and other health workers in the hospital environment, provide information to make drug-related policies, especially for the Pharmacy and Therapeutic Committee/Committee, improve pharmacist professionalism Support rational drug therapy fulfilling patient needs for drugs and drug information as well as providing satisfactory service to outpatients is the main orientation in pharmaceutical services. An important factor in meeting the need for outpatient pharmaceutical supplies is drug distribution. The main objective of drug distribution is the availability of pharmaceutical supplies in service units on time, in the right type and in the right amount(Asmelashe Gelayee et al., 2017).
4. Conclusions
The majority of patients undergoing services at the Langsa Regional Hospital in Pharmacy Installation were unsatisfied with the services provided (75.9%) As for this, it is influenced by several factors, including waiting times that are not up to standard (78.5%) and the lack of drug information given (72.1%).
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