PENGARUH KUALITAS PELAYANAN KEFARMASIAN TERHADAP KEPUASAN PASIEN RAWAT JALAN DI RUMAH SAKIT UMUM DAERAH SUMEDANG TAHUN 2022

Abstract

Patient satisfaction is the level of patient feelings that arise as a result of the performance of health services obtained after the patient compares with what is felt. Pharmaceutical services that started from drug oriented to patient-oriented with a philosophy of pharmaceutical care (pharmaceutical care), make pharmacists required to provide quality pharmaceutical services this will affect the satisfaction of services received by patients. The problems in the outpatient pharmacy installation at Sumedang Hospital include infrastructure, namely the waiting room is not spacious enough, the availability of drugs, and complaints related to waiting time for drugs. The purpose of this study was to determine the satisfaction of outpatients with the quality of pharmaceutical services and the influence between the quality of pharmaceutical services and satisfaction of outpatients at the pharmaceutical installation of Sumedang Hospital in 2022. Correlation quantitative research with cross-sectional research design. Data collection using questionnaires and interviews with samples taken from as many as 120 respondents with the purposive sampling technique. Assessment of patient satisfaction is measured based on service quality using the Servqual model method with a Likert scale. The statistical test used is the sperm rank test. The results showed that the quality of pharmaceutical services was very good with an average index of 80%, and patient satisfaction was very satisfactory with an average index of 83%. The results of the Spearman rank test show that there is a correlation between the quality of pharmaceutical services and patient satisfaction with an average correlation coefficient of 0.60-1,000, which means that it has a strong correlation.