PEMETAAN KUALITAS PROSES PELAYANAN OBAT PASIEN RAWAT JALAN PADA INSTALASI FARMASI RSUD DR MOEWARDI MENGGUNAKAN PENDEKATAN SERVICE BLUEPRINT DAN SERVICESCAPE

MUHAMAD IRFAN SUWARNA, RIKA FATIMAH P.L., S.T., M.Sc., Ph.D.

2020 | Skripsi | S1 MANAJEMEN

Penelitian ini merupakan penelitian deskriptif kualitatif. Penelitian ini berfokus pada analisis proses pelayanan obat dan lingkungan pelayanan obat di Instalasi Farmasi RSUD Dr. Moewardi Surakarta. Proses pelayanan obat Instalasi Farmasi RSUD Dr. Moewardi dianalisis menggunakan pendekatan service blueprint, sedangkan lingkungan pelayanan obat di Instalasi Farmasi RSUD Dr. Moewardi dianalisis menggunakan pendekatan servicescape. Penelitian ini menggunakan observasi dan wawancara untuk mengambil data. Penelitian ini diharapkan dapat meningkatkan kualitas pelayanan obat Instalasi Farmasi RSUD Dr. Moewardi. Hasil penelitian menunjukkan bahwa proses pelayanan obat belum berlangsung secara optimal dan lingkungan Instalasi Farmasi terkait dengan kenyamanan pasien dan/atau keluarga. Terdapat beberapa faktor yang mengahmbat kelancaran proses pelayanan obat dan kenyamanan seperti dokter yang tidak datang tepat waktu, kapasitas ruang tunggu yang terbatas, serta prasarana dan personel yang tidak mencukupi. Oleh karena itu penelitian ini menyarankan agar RSUD Dr. Moewardi lebih mendisiplinkan para dokter, membatasi jumlah orang yang menemani pasien, serta menambah prasarana dan personel sehingga kualitas pelayanan obat Instalasi Farmasi RSUD Dr. Moewardi dapat meningkat.

This research is a qualitative descriptive study. This research focus on the analysis of the drug service process and the environment on drug services in the Pharmacy Installation of RSUD Dr. Moewardi Surakarta. The process of drug service at RSUD Dr. Moewardi was analyzed using service blueprint, while the environment on drug services in the Pharmacy Installation of RSUD Dr. Moewardi analyzed using servicescape. This research use observation and interview for the data collection. This research is expected to improve the quality of the drug service process at RSUD Dr. Moewardi. The results showed that the drug service process was not optimal and the environment on drug services in the Pharmacy Installation of RSUD Dr. Moewardi Surakarta related on the comfort of patients and / or their families. There are several factors that hamper the process and comfort of drug service, such as doctors who do not arrive on time, limited waiting room capacity, and insufficient infrastructure and personnel. Therefore, this study suggests that RSUD Dr. Moewardi further disciplines their doctors, limit amount of person who accompanying the patient, and adds infrastructure and personnel so that the quality of drug service in the Pharmacy Installation of Dr. Moewardi can improve.

Kata Kunci : kualitas, service blueprint, dan servicescape