Analisis kepuasan pasien rawat jalan terhadap kualitas pelayanan farmasi di instalasi farmasi RSUD Dr. Soedomo Trenggalek

SUMANTO, Ardhi Broto, Prof. Dr. Marchaban, DESS., Apt

2009 | Tesis | S2 Ilmu Farmasi

Memasuki abad ke-21 yang diwarnai dengan berbagai kemajuan, suatu pelayanan berkualitas haruslah berorientasi pada tercapainya kepuasan pelanggan termasuk pelayanan kesehatan. Masyarakat pengguna pelayanan di Instalasi Farmasi sering mengeluhkan ketidakpuasan pelayanan yang diterimanya. Evaluasi kualitas pelayanan belum pernah dilaksanakan, sehingga belum ada usaha perbaikan secara sungguh-sungguh dan terarah. Penelitian bertujuan memahami kepuasan pasien rawat jalan terhadap kualitas pelayanan di Instalasi Farmasi RSUD Dr. Soedomo Trenggalek ditinjau dari dimensi keandalan (reliability), daya tanggap (responsiveness), jaminan (assurance), empati (empathy), dan berwujud (tangible), memahami peringkat gap berdasarkan model kualitas pelayanan yang terjadi antara kualitas pelayanan dengan kepuasan pasien rawat jalan, memahami kelemahan pelayanan yang diselenggarakan di Instalasi Farmasi RSUD Dr. Soedomo Trenggalek. Rancangan penelitian yang digunakan adalah deskriptif non eksperimental melalui observasi kepuasan pasien rawat jalan di Instalasi Farmasi RSUD Dr. Soedomo Trenggalek. Data dikumpulkan secara prospektif dengan metode purposive sampling. Data kuantitatif diperoleh menggunakan alat penelitian berupa kuesioner tertutup. Hasil penelitian menunjukkan bahwa keseluruhan pasien rawat jalan belum puas terhadap pelayanan yang diberikan Instalasi Farmasi RSUD Dr. Soedomo Trenggalek. Terdapat gap antara kualitas pelayanan dengan kepuasan pasien rawat jalan dengan urutan gap terbesar yaitu dimensi Responsiveness dengan gap (-0,56) yang diikuti dimensi Empathy (-0,54), Reliability (-0,36), Assurance (-0,30), dan Tangibles (-0,17).

Entering the 21st century is marked by many advances, a quality service should be oriented to customer satisfaction, including health services. User community services in the pharmacy installation often complain of dissatisfaction with services received. Evaluation of service quality has not been implemented, so there have been no improvement efforts seriously and directed. Research aimed at understanding outpatient satisfaction of service quality in Pharmacy Installation RSUD Dr. Soedomo Trenggalek dimension in terms of reliability, responsiveness, insurance, empathy, and tangible, understanding the ratings gap on the model of service quality that occurred between the quality of care with outpatient satisfaction and the weaknesses of the services held at the Pharmacy Installation RSUD Dr. Soedomo Trenggalek. Research design used the non-experimental descriptive through the observation of outpatient satisfaction in Pharmacy Installation RSUD Dr. Soedomo Trenggalek. Data prospectively had been collected by purposive sampling method. The quantitative data obtained in the form of research using a closed questionnaire. The results showed that the overall outpatient not satisfied with the services provided by Pharmacy Installation RSUD Dr. Soedomo Trenggalek. There is a gap between the quality of service with outpatient satisfaction with the order of the largest gaps Responsiveness dimension with gap (-0.56), Empathy (-0.54), Reliability (-0.36), Assurance (-0.30), and Tangibles (- 0.17).

Kata Kunci : Pasien rawat jalan,Instalasi farmasi,Analisis Gap,SERVQUAL,Outpatient,Pharmacy Instalation,Gap Analysis,SERVQUAL