RUMUSAN STRATEGI PENINGKATAN KEPUASAN PASIEN RAWAT JALAN INSTALASI FARMASI RS BETHESDA LEMPUYANGWANGI YOGYAKARTA BERDASARKAN ANALISIS LINGKUNGAN EKSTERNAL-INTERNAL
Eme Stepani Sitepu, Prof. Dr. Lukman Hakim, M.Sc., Apt.
2011 | Tesis | S2 Mag.Manaj.FarmasiDalam masa globalisasi setiap perusahaan termasuk rumah sakit menghadap persaingan ketat harus memperhatikan perubahan di lingkungannya. Instalasi farmasi sebagai salah satu penyedia pelayanan kesehatan harus tanggap terhadap perubahan. Dalam rangka mewujudkan IFRS sebagai suatu instalasi yang mampu bersaing secara kompetitif, maka diperlukan perencanaan strategi yang tepat untuk mencapai kepuasan pasien khususnya pasien rawat jalan. Penelitian ini merupakan penelitian deskriptif. Data kualitatif yang dikumpulkan yaitu wawancara subjek penelitian, kemudian data kuantitatif menggunakan kuesioner untuk mengetahui kepuasan pasien dengan metode Servqual, kondisi skala semangat kerja dan kepuasan kerja karyawan IFRS Bethesda Lempuyangwangi Yogyakarta. Kemudian dilakukan analisis lingkungan internal dan eksternal dilanjutkan analisis Strengths, Weaknesses, Opportunities, Threats (SWOT). Hasil analisis digunakan sebagai dasar perumusan strategi peningkatan kepuasan pasien IFRS Bethesda Lempuyangwangi Yogyakarta. Hasil penelitian ini menunjukkan perbandingan antara kepuasan pasien rawat jalan dengan harapan pasien terhadap kinerja karyawan IFRS lebih tinggi sehingga timbul gap negatif pada tiap-tiap dimensi artinya pasien belum merasa puas dengan kinerja IFRS saat ini. Nilai gap pada dimensi pelayanan tertinggi hingga terendah berturut-turut responsiveness (-0,69), tangibles (- 0,45), reliability (-0,42), assurance (-0,42), dan emphaty (-0,35). Berdasarkan analisis SWOT, IFRS Bethesda Lempuyangwangi Yogyakarta mempunyai kekuatan yang lebih besar (1,63) dibandingkan kelemahannya (1,53) dan mempunyai peluang (1,73) yang lebih besar dibandingkan ancaman (1,04) artinya IFRS Bethesda Lempuyangwangi Yogyakarta dapat memenuhi harapan-harapan pasien. Strategi alternatif yang dipilih IFRS Bethesda Lempuyangwangi untuk memenuhi harapan pasien adalah penentuan dispensing time, pengembangan pendidikan dan ketrampilan karyawan dalam pelayanan kefarmasian, pembentukan struktur organisasi IFRS dan pembagian kerja yang jelas serta penambahan jumlah apoteker sesuai dengan kebutuhan IFRS.
On globalization era each company including hospital face tight competition, they had to concern the change which happened in their sphere Therefore, pharmacy Department as medical provider had to respond the change in its sphere. As effort to make pharmacy Department as Department which could compete competitively then the exact strategy to achieve its goal was needed which were outpatients because the outpatient directly feel the pharmacy service. This research was descriptive research, the qualitative data which done by interview toward the research subject, then data quantitatively research using questionnaire to find out patient satisfactions using SERVQUAL method was done, work spirit and work satisfaction of pharmacy Department of Bethesda Lempuyangwangi Hospital Yogyakarta employees scale condition, next internal and external sphere was done then continued by Strengths, Weaknesses, Opportunities, Threats (SWOT) analysis. Result of the analysis were used as base in formulating strategy to improve outpatient satisfactions with Pharmacy Department of Bethesda Lempuyangwangi Hospital Yogyakarta. Result of this research showed comparison between outpatient satisfactions with the patient expectations toward the work of pharmacy Department of hospital employees were higher so appear negative gap on each dimension which means patient was not satisfied yet with the work of pharmacy Department of hospital at this time. Gap point on service dimension from highest to the lowest in a row: tangibles (-0.45), responsiveness (-0.69), reliability (-0.42), assurance (- 0.42) and empathy (-0.35). Based on SWOT analysis, pharmacy Department of Bethesda Lempuyangwangi Hospital Yogyakarta had bigger strength (1.63) than the weaknesses (1.53) and had opportunity (1.73) which was higher than the thread (1.04) which means pharmacy department could fulfill the expectations of the patients. Alternative strategy which taken by pharmacy Department of Bethesda Hospital lempuyangwangi to fulfill patient expectations were determining dispensing time limit skill development for the employees on pharmacy service, forming pharmacy Department of hospital organization structure and clearing work division, adding the amount of pharmacist appropriate with the needs
Kata Kunci : Rumusan Strategi, SWOT, Servqual, Instalasi Farmasi, RS Bethesda Lempuyangwangi Yogyakarta
