vi
MUTU PELAYANAN RESEP DI PUSKESMAS KECAMATAN MARTAPURA KABUPATEN OKU TIMUR SUMATERA SELATAN
ABSTRAK
Mutu pelayanan yang baik merupakan bagian penting yang harus diberikan para penyedia jasa pelayanan kesehatan termasuk Puskesmas. Puskesmas dalam memberikan pelayanan kesehatan, wajib memberikan pelayanan yang aman, bermutu dengan mengutamakan kepentingan terbaik bagi pasien. Pasien yang merasa puas terhadap pelayanan yang diberikan akan mempunyai persepsi yang baik. Sebaliknya, pasien yang merasa tidak puas akan mempunyai persepsi yang buruk.
Penelitian dilakukan untuk mengetahui mutu pelayanan resep dan tingkat kepuasan pasien terhadap pelayanan resep di Puskesmas Kecamatan Martapura Kabupaten OKU Timur Sumatera Selatan. Penilaian mutu pelayanan resep dilakukan dengan mengamati secara random 322 resep yang masuk ke apotek. Mutu pelayanan resep diamati berdasarkan beberapa indikator, yaitu rata-rata waktu penyiapan dan penyerahan obat, persentase jumlah obat dan item obat yang diserahkan sesuai resep, persentase penggantian item obat, persentase etiket yang lengkap, dan persentase hasil konseling. Sementara itu, tingkat kepuasan pasien dilakukan dengan mengamati secara random 322 pasien yang datang ke apotek. Tingkat kepuasan pasien diamati dengan membagikan kuesioner yang telah disediakan peneliti dan selanjutnya diisi oleh pasien. Penilaian tingkat kepuasan dilakukan terhadap variabel kehandalan, ketanggapan, keyakinan, empati, dan bukti langsung.
Hasil penelitian menunjukkan bahwa berdasarkan mutu pelayanan resep diperoleh rerata waktu penyiapan obat jadi 257 detik (55 - 599 detik) dan obat racikan 898 detik (606 – 2211 detik), rerata waktu penyerahan obat 20 detik (4 - 78 detik), persentase jumlah obat yang diserahkan sesuai resep 98,76%, persentase jumlah item obat yang diserahkan sesuai resep 98,14%, persentase penggantian item obat 1,94% (0,95-7,32%), etiket yang ditulis secara lengkap sebanyak 218 resep (67,70%), dan pasien yang dapat menjawab pertanyaan yang diajukan peneliti sebanyak 183 pasien (56,83%). Sementara berdasarkan tingkat kepuasan pasien terhadap pelayanan resep, 268 pasien (83,20%) merasa sangat puas, 54 pasien (16,80%) merasa puas, dan tidak ada pasien yang merasa tidak puas. Dapat disimpulkan bahwa mutu pelayanan resep di Puskesmas Kecamatan Martapura Kabupaten OKU Timur Sumatera Selatan belum memenuhi standar. Berdasarkan tingkat kepuasan pasien terhadap pelayanan, sebagian besar pasien merasa sangat puas terhadap mutu pelayanan resep yang diberikan Puskesmas Kecamatan Martapura Kabupaten OKU Timur Sumatera Selatan.
Kata kunci : mutu pelayanan, tingkat kepuasan, pelayanan resep, Puskesmas Kecamatan Martapura, Sumatera Selatan
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QUALITY OF PRESCRIPTION SERVICES IN PUBLIC HEALTH CENTRE MARTAPURA OKU TIMUR DISTRICT
SOUTH SUMATRA
ABSTRACT
Good quality service is an important part that must be given by health care workers, including public health center. In providing health services. Public health center is required to provide safeand good quality services, by prioritizing the the patients' satisfaction and needs. Felling satisfaction of services provided by health workers will have a good perception. In the other, feeling dissatisfied will provide a bad perception.
The study was conducted to find out the quality of prescription services and patients' satisfaction toward prescription services in public health center Martapura OKU Timur district South Sumatra. Prescription services quality assessment carried out by randomly observing from 322 prescriptions required from the pharmacy. Quality of prescription service was observed by several indicators, the average time preparation and medicines and drugs delivery, the percentage of the amount and drugs items submitted as prescribed, the percentage of drugs replacement items, complete etiquette percentage, and the percentage of counseling results. Meanwhile, the level of patient satisfaction was conducted by randomly observing from 322 patients who came to the pharmacy. The level of patient satisfaction was observed by distributing a questionnaire provided by researchers and subsequently filled by the patient. Assessment of the satisfaction level performed on variable reliability, responsiveness, assurance, empathy and direct evidence.
The results showed that based on the quality of service prescriptions obtained an average preparation time of drugs was 257 seconds (55-599 seconds) and drug concoction was 898 seconds (606-2211 sec), the average time of drugs delivery was 20 seconds (4-78 seconds), the percentage of the drug amount delivered as prescribed was 98.76%, the percentage of the number of items submitted as prescribed was 98.14%, the percentage of drug replacement item a was 1.94% (from 0.95 to 7.32%), completely written etiquette was 218 prescriptions (67.70%), and patients who can answer questions asked by the researcher were 183 patients (56.83%). Based on the patient satisfaction level toward prescription services were 268 patients (83.20%) very satisfied, 54 patients (16.80%) were satisfied, and no patient was dissatisfied. It can be concluded that the prescription services quality in Public health services in Martapura OKU Timur Regency South Sumatra yet does not meet the standards. Based on the level of patient satisfaction toward the services, most of patients feel very satisfied with the quality of prescription services given by Public health services in Martapura OKU Timur Regency South Sumatra.
Key words : Services quality, Satisfaction Level, prescription services, Publich health services in Martapura OKU Timur Regency South Sumatra
