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Submitted
June 5, 2023
Accepted
August 12, 2023
Published
August 31, 2023
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Abstract

Background: Pharmaceutical services are services that are provided directly and responsibly to patients, related to medicines, to achieve accurate results that enhance patient quality of life. Hospitals are required to provide health services that meet optimal service standards. The quality of service in the hospital is very important because, with good service, patient satisfaction will also have a positive impact on the hospital.
Objective: The purpose of this research is to analyze the quality of pharmaceutical services and the level of satisfaction of BPJS patients at Hadji Boejasin Pelaihari Hospital.
Method: A cross-sectional survey design with a targeted sampling design was used in this study. The research method was a questionnaire containing structured questions to quantify each variable studied.
Results: According to the quality survey results, pharmaceutical services were 85.96% (according) and 14.03% (not appropriate), while patient satisfaction had a reliability dimension of 78.63% (very satisfied), responsiveness of 77.82% (very satisfied), assurance of 83.01% (very satisfied), empathy of 80.47% (very satisfied), and tangible of 82.53% (very satisfied).
Conclusion: From the average of the five dimensions, a result of 547.4 was obtained with an average patient satisfaction index of 80.49%


Intisari
Latar belakang: Pelayanan kefarmasian di rumah sakit merupakan kegiatan yang memberikan bantuan secara spontan, konsekuen dan konsisten untuk pasien mengenai obat-obatan agar hasil yang diperoleh sahih dan bermanfaat untuk menaikkan mutu hidup pasien menjadi lebih baik. Rumah sakit dituntut untuk memberikan pelayanan kesehatan yang memenuhi standar pelayanan yang optimal. Kualitas pelayanan di rumah sakit merupakan hal yang sangat penting karena dengan pelayanan yang baik maka kepuasan pasien juga akan berdampak positif bagi rumah sakit.
Tujuan: Studi ini bertujuan untuk mengetahui kualitas pelayanan kefarmasian dan tingkat kepuasan pasien BPJS di RSUD Hadji Boejasin Pelaihari.
Metode: Studi ini menggunakan rancangan survey cross sectional dengan memanfaatkan desain purposive sampling. Instrumen penelitian adalah kuesioner yang berisi pertanyaan terstruktur untuk menghitung setiap variabel yang diteliti.
Hasil: Hasil penelitian pada kualitas pelayanan kefarmasian sebesar 85,96% (sesuai) dan 14,03% (tidak sesuai), sedangkan untuk tingkat kepuasan pasien pada dimensi reliability 78,63% (sangat puas), responsiveness 77,82% (sangat puas), assurance 83,01% (sangat puas), empathy 80,47% (sangat puas), dan tangible 82,53% (sangat puas).
Kesimpulan: Dari rata-rata lima dimensi diperoleh hasil sebesar 547,4 dengan indeks rata – rata tingkat kepuasan pasien sebesar 80,49%.
Kata kunci: BPJS, kualitas pelayanan, tingkat kepuasan

Keywords

BPJS service quality satisfaction level

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