Analisis tingkat kepuasan pasien swadana rawat jalan terhadap pelayanan farmasi di instalasi farmasi RSUD Panembahan Senopati Bantul

KURNIAWATI, Triani, Prof. Dr. Marchaban, DESS., Apt

2009 | Tesis | S2 Magister Manajemen Farmasi

Farmasi Rumah Sakit adalah suatu departemen atau unit pelayanan yang ada dalam Rumah Sakit yang dipimpin oleh seorang profesional, yaitu farmasis yang mempunyai kualifikasi resmi. Instalasi farmasi adalah salah satu bagian dari Rumah Sakit yang berfungsi sebagai support department dalam pelayanan medik dengan menyediakan segala perlengkapan farmasi dan/atau alat kesehatan. Pelayanan istalasi farmasi yang bermutu haruslah menjadi perhatian yang penting, karena Instalasi Farmasi Rumah Sakit merupakan unit yang mempunyai pengaruh besar dan sangat strategis di suatu rumah sakit, dapat di lihat bahwa besarnya kontribusi sektor farmasi di rumah sakit dapat mencapai 50% hingga 60% anggaran rumah sakit. Penelitian bertujuan mengetahui tingkat kepuasan pasien swadana rawat jalan terhadap pelayanan farmasi di Instalasi Farmasi RSUD Panembahan Senopati Bantul, yang ditinjau dari dimensi keandalan (reliability), daya tanggap (responsiveness), jaminan (assurance), empati (empathy) dan berwujud (tangible), mengetahui pengaruh dimensi kualitas pelayanan terhadap kepuasan pasien swadana rawat jalan RSUD Panembahan Senopati Bantul, dan mengetahui pengaruh karakteristik pasien terhadap kepuasan pasien di Instalasi Farmasi RSUD Panembahan Senopati Bantul. Rancangan penelitian adalah non-eksperimental dengan rancangan cross sectional study menggunakan kuesioner tertutup, terhadap 240 pasien swadana rawat jalan di Instalasi Farmasi RSUD Panembahan Senopati Bantul (responden). Hasil penelitian menunjukkan banyaknya pasien yang puas pada dimensi Tangible, Assurance, Empaty, Reliability dan Responsiveness masing-masing adalah 195 responden (81,25%), 191 responden (79,38%), 189 responden (78,75%), 170 responden (70,83%), dan 167 responden (69,58%). Tingkat kepuasan pada masing-masing dimensi adalah 72,56% (reliability), 71,28% (empaty), 71,24% (assurance), 69,70% (tangibles) dan 69,56% (responsiveness). Karena banyaknya pasien yang puas (lebih dari 50%) pada masing-masing dimensi SERVQUAL, maka dapat dikatakan pasien puas terhadap pelayanan farmasi di Instalasi Farmasi RSUD Panembahan Senopati Bantul, namun belum maksimal. Oleh karena itu perlu dilakukan perbaikan oleh pihak rumah sakit agar dapat meningkatkan kepuasan pasien terhadap pelayanan farmasi di Instalasi Farmasi RSUD Panembahan Senopati bantul.

The Hospital pharmacy department is a department or a service centre unit in the hospital that is managed by a healthcare professional, namely a legally certified pharmacist. The pharmacy installation is an integral part of a hospital which functions as a support department for its medical care by provided all of the necessary pharmaceutical products and/or medical tools. Pharmaceutical care in a hospital is an inseparable part of its medical care system as a whole and is oriented towards providing service to patients, and high quality and affordable drugs to all elements of society. A high quality service from the pharmacy installation must be given its due attention because of the influence and strategic impact to the hospital. This can be shown by the fact that 50% to 60% of a hospital’s budget is contributed from its pharmacy sector. This aim of study is to discover the satisfaction level of uninsured patients towards the service provided by the pharmacy installation of RSUD Panembahan Senopati Bantul examined from the dimensions of reliability, responsiveness, assurance, empathy, tangibility, and also to examine the influence of a patient’s characteristics towards their satisfaction of the service. The research design is non-experimental, with a cross sectional study design using a closed questionnaire on 240 uninsured out-patients at the pharmacy installation of RSUD Panembahan Senopati Bantul. The results show that most patients are satisfied with the installation’s tangibility, assurance, empathy, reliability, and responsiveness with the following percentage, respectively: 195 respondents (81.25%), 191 respondents (79.83%), 189 respondents (78.75%), 170 respondents (70.83%), and 167 respondents (69.58%). From each satisfaction dimensions the following results were found: reliability 72.56%, empathy 71.28%, assurance 71.24%, tangibility 69.70%, and responsiveness 69.56%. Because of the number of satisfied patients is above 50% on each of the SERVQUAL dimensions, it can be concluded that patients at the pharmacy installation of Panembahan Senopati Bantul County Hospital tend to be satisfied by the pharmaceutical care provided; although not maximal. The hospital’s authority need to improve its service to increase the patients’ satisfaction level.

Kata Kunci : Tingakt kepuasan,Dimensi SERVQUAL,Pasien swadana rawat jalan,Instalasi farmasi RSUD Panembahan Senopati Bantul,satisfaction level, SERVQUAL dimensions, outpatient, the pharmacy installation of RSUD Panembahan Senopati Bantul