ANALISIS SWOT DALAM PERUMUSAN STRATEGI PENINGKATAN KEPUASAN PASIEN RAWAT JALAN INSTALASI FARMASI RUMAH SAKIT ISLAM SAMARINDA

Nurias Difaul Husna, Prof. Dr. Lukman Hakim, M.Sc., Apt.

2011 | Tesis | S2 Mag.Manaj.Farmasi

Peningkatan intensitas persaingan menuntut Instalasi Farmasi Rumah Sakit (IFRS) Islam Samarinda untuk selalu memperhatikan kebutuhan dan keinginan pasien serta berusaha memenuhi apa yang diharapkan pasien. Agar mampu merumuskan strategi dalam menghadapi persaingan, IFRS perlu mengidentifikasi lingkungan internal dan eksternalnya. Penelitian ini bertujuan untuk mengetahui tingkat kepuasan pasien rawat jalan IFRS Islam Samarinda dan merumuskan strategi peningkatan kepuasan pasien rawat jalan IFRS Islam Samarinda. Penelitian ini merupakan penelitian deksriptif. Data yang digunakan adalah data kuantitatif (kuisioner tingkat kepuasan pasien rawat jalan, skala kepuasan kerja serta semangat kerja karyawan) dan data kualitatif (hasil wawancara dengan Kepala IFRS, direktur RS, dokter, pemasok, dan karyawan IFRS). Analisis dilakukan menggunakan metode servqual dan analisis SWOT berdasarkan lingkungan internal dan eksternal IFRS. Analisis kepuasan pasien rawat jalan IFRS Islam Samarinda memberikan gap negatif pada kelima dimensi pelayanan. Gap negatif menunjukkan kepuasan pasien belum tercapai. Nilai gap pada dimensi pelayanan tertinggi hingga terendah berturut-turut tangibles (-0,29), responsiveness (-0,22), reliability (- 0,13), assurance (-0,11), empathy (-0,08). Hasil analisis SWOT berdasarkan analisis lingkungan internal dan eksternal IFRS Islam Samarinda menunjukkan bahwa IFRS memiliki peluang yang besar namun juga menghadapi kelemahan. Analisis dengan matriks SWOT diperoleh beberapa alternatif strategi yang dapat digunakan untuk meningkatkan kepuasan pasien rawat jalan IFRS Islam Samarinda antara lain pengembangan sarana dan prasarana, penetapan batasan dispensing time, pemberian informasi obat dan konseling obat, serta upaya peningkatan ketersediaan obat.

Increase of competition intention force pharmacy department of Samarinda Islamic Hospital to always concern the needs and the pretension of the patients as well as always tried to fulfill what patients expected. In order to formulating the strategy to face the competition, pharmacy department of hospital needs to identify internal and external sphere. This research was purposed to know the level of outpatient satisfaction of pharmacy department of Samarinda Islamic Hospital and formulating strategy to improve outpatient satisfaction. This research was descriptive research. The data which gathered is quantitative data (questionnaire) and qualitative (interview result with chief of pharmacy department of hospital, hospital director, employees, doctors, and supplier). Analysis in this research was using Servqual and SWOT analysis. Outpatient satisfaction analysis of Pharmacy department of Samarinda Islamic Hospital gave negative gap on five service dimensions. Negative gap showed that patient expectations were higher than work that has given by pharmacy department of hospital so patient satisfactions were not yet achieve. Gap point dimension of services from the highest to the lowest in a row, tangibles (-0,29), responsiveness (-0,22), reliability (-0,13), assurance (-0,11), empathy (-0,08). Result of SWOT analysis based on analysis of internal and external sphere of pharmacy department of Samarinda Islamic Hospital showed that pharmacy department of hospital had bigger opportunity but in same way face the weaknesses. With SWOT matrix some of alternative strategies have gotten to be used in order to improve patient satisfaction is developing structures and infrastructures, determining limitation of dispensing time, provision of drug information and counseling, and effort to increase drugs availability.

Kata Kunci : IFRS Islam Samarinda, kepuasan pasien, analisis SWOT, perumusan strategi