Analisis kepuasan pelayanan kefarmasian paad Puskesmas di Kota Yogyakarta sebagai dasar pelayanan publik berbasis citizen's charter
KRISNAWATI, Monik, Prof. Dr. Ibnu Gholib Gandjar, DEA.,Apt
2010 | Tesis | S2 Ilmu FarmasiPelayanan Puskesmas merupakan jenis pelayanan publik yang paling banyak diakses oleh warga Kota Yogyakarta, sehingga citra birokrasi Pemerintah Kota Yogyakarta di bidang kesehatan dapat dinilai secara mudah oleh masyarakat. Penelitian ini bertujuan untuk mengetahui berbagai kebutuhan pasien atas pelayanan kefarmasian di Puskesmas ditinjau dari tingkat kepuasan pasien, sebagai dasar pelayanan berbasis Citizen’s Charter. Penelitian ini dilakukan di Kota Yogyakarta dengan sampel lokasi yakni Puskesmas Umbulharjo II (mewakili Puskesmas ISO) dan Puskesmas Wirobrajan, Ngampilan, serta Pakualaman (mewakili Puskesmas Non ISO). Pengumpulan data dilakukan dengan menggunakan teknik kuesioner, ditujukan bagi para pengguna layanan Puskesmas (pasien) yang ditetapkan secara purposive. Di samping itu, juga digunakan teknik wawancara secara mendalam (in-depth interview). Analisis data dilakukan secara deskriptif untuk mengetahui kualitas pelayanan kefarmasian di Puskesmas berdasar lima dimensi yakni tangible, reliability, responsiveness, assurance, dan empathy terhadap kepuasan pasien. Hasil penelitian menunjukkan, bahwa seluruh skor ServQual pada kelima dimensi baik pada Puskesmas ISO maupun Puskesmas Non ISO hasilnya negatif. Pada Puskesmas ISO dimensi assurance memberikan nilai gap terbesar yakni -0,46, dimensi empathy - 0,37, dan dimensi reliability dengan nilai -0,32. Sedangkan pada Puskesmas Non ISO dimensi reliability memberikan gap terbesar yakni -0,48, dimensi assurance -0,46, dan dimensi empathy -0,43. Hasil uji t menunjukkan, bahwa terdapat perbedaan ketidakpuasan secara signifikan antara pasien di Puskesmas ISO dengan pasien di Puskesmas Non ISO pada dimensi tangible dan reliability. Sedangkan pada dimensi responsiveness, assurance, dan empathy ketidakpuasan pasien tidak menunjukkan perbedaan yang signifikan. Selain itu, hasil penelitian juga menunjukkan bahwa penyelenggaran pelayanan kefarmasian di Puskesmas Kota Yogyakarta belum sepenuhnya sesuai dengan Pedoman Pelayanan Kefarmasian Puskesmas, yakni pada bagian pengelolaan Sumber Daya Manusia, prasarana dan sarana, pelayanan farmasi klinik, dan pelayanan informasi obat. Perhitungan nilai ServQual pada seluruh dimensi yang bernilai negatif mengindikasikan adanya sejumlah kebutuhan pasien pada kelima dimensi yang belum dapat dipenuhi oleh Puskesmas. Oleh karena itu, perlu dilakukan pelembagaan Citizen’s Charter untuk meningkatkan kualitas pelayanan kefarmasian di Puskesmas Kota Yogyakarta agar pasien menjadi puas.
Health Community Center (Puskesmas) is one among other health services that is mostly used by the people of Yogyakarta. Therefore, the quality of bureaucracy of Yogyakarta municipality can be easily measured by the quality of health service that is delivered by the Puskesmas. The aim of this research is to discover pharmaceutical service needed at the Puskesmas perceived from patient satisfaction as a service based on Citizen’s Charter. This research was located in Yogyakarta municipality. Four Puskesmases were selected as sample. These are: Puskesmas Umbulharjo II (represent Puskesmas with ISO), Puskesmas Wirobrajan, Puskesmas Ngampilan, and Puskesmas Pakualaman (all these three Puskesmas are not ISO holder). Data collecting was done by utilising various techniques, such as: survey (with the respondents selected patients in the four Puskesmas mentioned above) and in-depth interview. Descriptive analysis was used to understand the data. Analysis mainly was focused on five dimensions of service quality measurement. These dimensions are: tangible, reliability, responsiveness, assurance, and empathy. The research results show that all ServQual scores of five dimensions of service quality measurement are negative, both in ISO and non-ISO Puskesmases. In the ISO Puskesmas the biggest gap is on the dimension of assurance with the score -0.46 followed by the dimension of empathy -0.37, and the dimension of reliability -0,32. Meanwhile in the non-ISO Puskesmas the biggest gap was found in the dimension of reliability with the score -0.48, followed by the dimension of assurance -0.46 and the dimension of empathy 0.43. The t-test result shows that there is a significant different of satisfaction score between patients at the ISO Puskesmas and non-ISO Puskesmas in the tangible and the reliability dimensions. However, further analysis shows that there is no difference in term of satisfaction in the other dimensions, namely: responsiveness, assurance and empathy. In addition to that, this research also found that pharmaceutical service in the studied Puskesmases was not fully comply with the standard service that should be followed, these were found in the human resource management unit, facilities and maintenance unit, clinic pharmaceutical care unit, and drug information unit. Since all the ServQual score in the five dimensions of service quality measurement are negative, this finding indicates that the patient’s needs in all five dimensions of service quality measurement are not yet fulfilled by Puskesmas Therefore, the researcher suggests that to be able to improve the quality of pharmaceutical service it is important to institutionalised the Citizen’s Charter.
Kata Kunci : Puskesmas Kota Yogyakarta, ServQual, kepuasan pelayanan kefarmasian, Citizen’s Charter, Puskesmas in Yogyakarta Municipality, ServQual, pharmaceutical service satisfaction, Citizen’s Charter
