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ANALISIS MUTUDANTINGKAT KEPUASAN PASIEN TERHADAP PELAYANAN KEFARMASIAN DI PUSKESMAS
AEK HABIL DAN AEK PAROMBUNAN KOTA SIBOLGA
ABSTRAK
Mutu pelayanan merupakan ukuran sejauh mana tingkat pelayanan yang dilakukan memenuhi standar yang telah ditetapkan dan sesuai dengan ekspektasi pasien.
Penelitian bertujuan untuk menganalisis mutu dan tingkat kepuasan pasienterhadap pelayanan kefarmasian. Penelitian dilakukan menggunakan metode deskriptif cross sectional. Pengambilan data mutu pelayanan kefarmasian dilakukan secara observasi dengan mengisi daftar tilik oleh peneliti dan untuk tingkat kepuasan pasien menggunakan kuesioner. Data tingkat kepuasan pasien dikumpulkan dari 360 responden pada bulan Februari-Maret 2016 di Puskesmas Aek Habil dan Aek Parombunan kota Sibolga. Pemenuhan standar pelayanan kefarmasian dilihat dari aspek sumber daya manusia, sarana dan prasarana, pengelolaan obat dan bahan medis habis pakai, pelayanan farmasi klinik dan pengendalian mutu pelayanan.Pengukuran tingkat kepuasan pasien dilihat dari aspek kehandalan, ketanggapan, keyakinan, empati dan fasilitas berwujud.
Hasil penelitian menunjukkan bahwapemenuhan standar pelayanan kefarmasian pada kedua Puskesmas termasuk kategori sedangdimana Puskesmas Aek Habil memperoleh nilai 62 poin dan Aek Parombunan memperoleh nilai 49 poin. Tingkat kepuasan pasien terhadap pelayanan kefarmasian pada kedua Puskesmas mencapai kategori puas dimana menunjukkan bahwa total nilai di Puskesmas Aek Habil sebesar 35,51 dan total nilai di Puskesmas Aek Parombunan sebesar 35,75.
Dapat disimpulkan bahwa pada kedua Puskesmas, tingkat pemenuhan standar pelayanan kefarmasian termasuk kategori sedang dan tingkat kepuasan pasien terhadap pelayanan kefarmasian mencapai kategori puas.
Kata Kunci: Mutu Pelayanan Kefarmasian, Tingkat Kepuasan Pasien, Pusat Kesehatan Masyarakat,Aek Habil,Aek Parombunan
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ANALYSIS OF QUALITY AND THE LEVEL PATIENT SATISFACTION WITH PHARMACEUTICAL SERVICES IN AEK HABIL AND AEK
PAROMBUNAN COMMUNITY HEALTH CENTERS AT SIBOLGA
ABSTRACT
The quality of service is size the extent of the level the service is fill the have been set and in accordance with expectations patients.
The study aims to analyze the quality and the level of patient satisfaction with pharmaceutical services. The study was conducted using descriptive research design with cross sectional survey method. Collecting data for quality of pharmacy services conducted observations by filling checklists by researchers and retrievalof data to assess the level of patient satisfaction questionnaires. Data were collected from 360 respondents in February-March 2016 in Aek Habil and Aek Parombunan Community Health Centersat Sibolga. Standard pharmacy service visits of human resources, facilities and infrastructure, management of medicines and medical materials consumables, clinical pharmacy services and quality control services. Measuring the level of patient satisfaction include five variables: reliability, responsiveness, assurance, empathy and tangible facilities.
The results showed that the standard of pharmacy services in both the health center including the medium category, in Puskesmas Aek Habil scored 62 and Aek Parombunan scored 49. The level of patient satisfaction with pharmacy services in both the health center reaches satisfied category which indicates the total value is not much different, in Puskesmas Aek Habil scored 35.51 and Aek Parombunan scored 35.75.
It can be concluded thatin both the health center, the level of fulfillment of Standards compliance pharmacy servicesincluding the moderate category and level of patient satisfactionwith pharmacy services reached category are satisfied.
Keywords: Quality of Pharmaceutical Services, The Level Of Patient Satisfaction, Community Health Centers, Aek Habil, Aek Parombunan
