PENGUKURAN MUTU PELAYANAN FARMASI DI UNIT RAWAT JALAN INSTALASI FARMASI RSUD SLEMAN

RIZKIYA AINAINI, Prof. Dr. Marchaban, DESS, Apt.,

2012 | Tesis | S2 Mag.Manaj.Farmasi

Sarana pelayanan kesehatan yang dianggap memiliki keunggulan akan mempunyai kesempatan yang lebih besar untuk dipilih oleh pelanggan. Terbentuknya persepsi positif dari pelanggan diharapkan memunculkan kepuasan yang pada akhirnya akan memberikan dampak positif bagi upaya peningkatan profit dan pelayanan di IFRS. Penelitian ini bertujuan untuk mengukur mutu pelayanan farmasi di unit rawat jalan IFRSUD Sleman yang ditinjau dari variabel input, proses, dan outcome. Variabel input dinilai dari hasil observasi pada sumber daya pendukung pelayanan, hasil wawancara dengan apoteker dan kuesioner kepuasan kerja petugas unit rawat jalan IFRSUD Sleman. Variabel proses dinilai dari hasil pengukuran indikator penggunaan obat. Variabel outcome dinilai dari hasil nilai gap kuesioner kepuasan pelanggan dengan metode SERVQUAL. Subjek dalam penelitian mencakup sumber daya pendukung pelayanan dengan jumlah sampel 9 orang petugas, resep obat, dan pelanggan dengan jumlah sampel 257 resep dan 257 pelanggan yang mengambil obat di unit rawat jalan IFRSUD Sleman. Data kuantitatif variabel input dianalisis dengan analisis deskriptif. Data kualitatif maupun kuantitatif untuk variabel proses, diperiksa kelengkapan isian datanya, ditabulasi dan dianalisis menggunakan metode triangulasi. Data kuantitatif variabel outcome dianalisis dengan analisis gap. Hasil penelitian menunjukkan outcome pelayanan belum sesuai dengan target sasaran mutu pelayanan pihak IFRSUD Sleman dimana nilai gap seluruh dimensi kualitas pelayanan bernilai negatif, indeks kepuasan pelanggan rawat jalan hanya mencapai 74,41% yang disebabkan karena masih terdapat beberapa sumber daya pendukung variabel input yang kurang sempurna dan belum memenuhi Undang-Undang tentang Rumah Sakit, Peraturan Pemerintah tentang Pekerjaan Kefarmasian, Standar Pelayanan Farmasi di Rumah Sakit, serta masih terdapat beberapa kendala pada variabel proses yang mempengaruhi pelayanan farmasi yang diberikan oleh pihak unit rawat jalan IFRSUD Sleman.

Health service facilities which are considered to have an excellency will also have a greater opportunity to be selected by the customer. The formation of positive perceptions from customer that is expected to bring satisfaction will provide a positive impact on efforts to increase profit and service in Hospital Pharmacy Unit. This study was aimed to measure the services quality in Outpatients Pharmacy Unit at Regional General Hospital Sleman which were reviewed from input, process, and outcome variables. The input variables were assessed through observation of the pharmacy services supporting resources, interviews with the insurer Pharmacists unit responsible for outpatient and job satisfaction questionnaires of Outpatient Pharmacy Unit employees. The variable process was assessed through the results of drug use indicators. The variable outcome was assessed through value gap customer satisfaction questionnaires based on SERVQUAL methods. Subjects in the study covered the pharmacy services supporting resources (9 persons of employee), prescription drugs, and customers of Outpatient Pharmacy Unit at General Hospital Sleman (257 prescription drugs and customers). Input variables data were analyzed by descriptive analysis. Process variables data were checked for completeness from its data fields, tabulated and analyzed using a triangulation method. Outcome variables data were analyzed by gap analysis. Results showed that the outcome of service did not match the quality services target of Pharmacy Unit at General Regional Hospital Sleman. The gap values of all dimensions service quality were negative, outpatient customers satisfaction index score was 74.41%. Some of the resources input variables need improvement and have not fulfilled the Law on Hospitals, Government Regulation on Pharmacy Practice, Standard for Pharmacy Services in Hospital, as well as there were still some obstacle on process variables that affect the pharmacy services.

Kata Kunci : mutu pelayanan farmasi, variabel input, proses, outcome, IFRSUD Sleman.