ABSTRAK

GAMBARAN TINGKAT KEPUASAN PASIEN PROGRAM RUJUK BALIK TERHADAP PELAYANAN KEFARMASIAN DI APOTEK X (Oleh: Lisna Wati; Pembimbing: Difa Intannia, Nurlely; 2021; 52 Halaman)

Pelayanan kefarmasian merupakan pelayanan yang bertanggung jawab langsung dari Apoteker dalam praktik kefarmasian di Apotek untuk meningkatkan kualitas hidup pasien. Kualitas pelayanan kefarmasian pada Apotek yang melaksanakan Program Rujuk Balik (PRB) harus ditingkatkan untuk menjamin mutu kualitas pelayanan kefarmasian dan kepastian hukum bagi tenaga kefarmasian serta melindungi pasien dari penggunan obat tidak rasional. Tujuan penelitian ini untuk mendeskripsikan tingkat kepuasan pasien PRB terhadap pelayanan kefarmasian di Apotek X dengan menggunakan kuisioner metode skala likert pada masing-masing parameter responsiveness, reliability, assurance, emphaty dan tangible. Metode penelitian ini yaitu deskriptif dengan teknik pengumpulan data secara cross sectional. Instrumen penelitian yang digunakan yaitu kuisioner ServQual atau Service Quality yang dibagikan di Apotek X kepada pasien PRB. Hasil penelitian di Apotek X pada pasien PRB menunjukkan kepuasan terhadap pelayanan kefarmasian sesuai lima dimensi mutu kualitas pelayanan dengan persentase yaitu dimensi reliability (kehandalan) 81,75% sangat puas, ketanggapan (responsiveness) 79,55% puas, keyakinan atau jaminan (assurance) 81,91% sangat puas, empati (emphaty) 79,9% puas, bukti fisik (tangible) 72,07% puas. Kesimpulan dari penelitian ini adalah gambaran tingkat kepuasan pasien PRB terhadap pelayanan kefarmasian secara keseluruhan didapatkan rata-rata sebesar 78,32% yang artinya masuk dalam rentang kategori puas.

Kata kunci: Apotek, Tingkat Kepuasan, Program Rujuk Balik

ABSTRACT

AN OVERVIEW OF THE PATIENT SATISFACTION LEVEL ON HEALTH ASSURANCE REFERRAL PROGRAM FOR THE PHARMACEUTICAL SERVICES AT THE X PHARMACY (By: Lisna Wati; Advisors: Difa Intannia, Nurlely; 2021; 52 Pages)

Pharmaceutical services are a direct responsible services from pharmacists in pharmacy practice fields to improve the patient’s quality of life. The quality of pharmaceutical services that implement the Referral Program of the Indonesia Health Assurance is important to improve and guarantee the quality of pharmaceutical services, to ensure legal certainty for pharmacist and to protect patients from irrational drug use. The purpose of this study is to describe the patient satisfaction level on the referral program regarding the pharmaceutical services at the X Pharmacy using a Likert scale method questionnaire on each parameters consists of responsiveness, reliability, assurance, empathy and tangible. The research method in this study was a descriptive method with cross sectional approach. The research instrument used was the ServQual or Service Quality questionnaire which was distributed at the X Pharmacy to patients from referral program. The results showed that these patients were satisfied with the pharmaceutical services at the X Pharmacy in all of the five dimensions, stated as the reliability value was 81.75% (very satisfied), responsiveness was 79.55% (satisfied), confidence or assurance was 81.91% (very satisfied), empathy was 79.9% (satisfied), and physical evidence (tangible) was 72.07% (satisfied), respectively. In conclusion, an overview of the patient satisfaction level of the  referral program for the pharmaceutical services the overall patients was 78.32% fall into the range of the category satisfied.

Keywords: Pharmaceutical services, Pharmacy, Satisfaction Level, Referral Program