Level of Patient Satisfaction with Pharmaceutical Services at Puskesmas Penagan and Puskesmas Batu Rusa Bangka Belitung District in 2021
Article Sidebar
Main Article Content
Abstract
Patient satisfaction is a key aspect of quality evaluation at Community Health Center (Puskesmas). To improve service quality, it is necessary to survey the level of patient satisfaction. Puskesmas Penagan and Puskesmas Batu Rusa are accredited health centers in Bangka Regency, Bangka Belitung Province. Puskesmas Penagan holds a”Madya” accreditation, while Puskesmas Batu Rusa holds a “Paripurna” accreditation. This study aims to assess patient satisfaction with pharmaceutical services at Puskesmas Penagan and Puskesmas Batu Rusa in 2021 based on five dimensions of satisfaction: reliability, responsiveness, assurance, empathy, and tangibles. This research design was cross sectional with the servqual method and the Mann-Whitney statistical test for the difference of two independent samples. Respondents consisted of 366 individual, with 171 patients from Puskesmas Penagan and 195 patients from Puskesmas Batu Rusa. The results indicate that patient satisfaction at Puskesmas Penagan has an average score of 3.85 for reliability, 3.74 for responsiveness, 3.68 for assurance, 3.74 for empathy, and 3.88 for tangibles. In comparison, patient satisfaction at Puskesmas Batu Rusa scored 3.86 for reliability, 3.78 for responsiveness, 3.85 for assurance, 3.91 for empathy, and 3.85 for tangibles, out of a maximum score of 5. The Mann-Whitney test revealed a significant difference in patient satisfaction with pharmaceutical services, with a p-value less than 0.05. Puskesmas Batu Rusa showed higher satisfaction levels in the indicators of staff’s problem-solving ability, speed of service, and knowledge in providing drug information. Conversely, Puskesmas Penagan demonstrated higher satisfaction in the indicators of drug safety, staff attentiveness to medication needs, and the layout of the pharmacy area.
Article Details
References
[2] Kotler P, Manajemen Pemasaran. Edisi 13. Indonesia: PT. Macanan Jaya Cemerlang, 2004.
[3] Sodani PR, Sharma K, “Assessing patient satisfaction for investigative services at public hospitals to improve quality of services”. National Journal of Community Medicine, vol. 2, no 3, pp 404-408, 2011.
[4] Daulay MA. Tingkat kepuasan pasien rawat jalan peserta BPJS kesehatan terhadap pelayanan kefarmasian di dua puskesmas di Kota Medan. (Skripsi). Medan: Fakultas Farmasi. Universitas Sumatera Utara, 2015.
[5] Novaryatiin S, Ardhany SD, Aliyah S., “The Level of Patient Satisfaction to Pharmaceutical Service in Dr. Murjani Hospital Sampit.” Borneo Journal of Pharmacy, vol 1, no. 1, pp:22-26,2018.
[6] Auliya AI, Wijaya IN, Setiawan CD, Nugraheni G, “BPJS Kesehatan Patients Satisfaction on Pharmaceutical Services in Community Health Center (PUSKESMAS) South Surabaya Area.” Indian Journal of Public Health Research & Development, vol 10, no. 9, pp: 1482-7, 2019.
[7] Nurhayati. Mantra Masyarakat Melayu Bangka: Tinjauan dari Aspek Makro dan Mikro. Laporan Hasil Penelitian Palembang Unsri, 2011.
[8] Amiroh HH, Khotimah H, Andayani SA. “Perbedaan Kepuasan Pasien Rawat Inap Di Puskesmas Terakreditasi Dasar Dan Terakreditasi Madya.” Jurnal Kesehatan Primer, 2020.
[9] Kotler, Philip dan Kevin Lane Keller, Manajemen Pemasaran, Terjemahan: Bob Sabran. Edisi 13 Jilid 1. Erlangga. Jakarta, 2008.
[10] Yuliani NN, Rae A, Hilaria M, Takkubesi M., “Level of Patient Satisfaction Towards Pharmacy Services at Oebobo Puskesmas, Kupang City 2018.” Jurnal Inovasi Kebijakan, vol 1, no. 1, pp:41-52, 2020.
[11] Anwary AZ., “Hubungan Kualitas Pelayanan Dengan Kepuasan Pasien Di Puskesmas Durian Gantang Kabupaten Hulu Sungai Tengah.” Dinamika Kesehatan Jurnal Kebidanan dan Keperawatan, vol 11, no. 1, pp: 397-408, 2020.
[12] Tjiptono F. Prinsip-Pinsip Total Quality Service. Yogyakarta: Andi, 2008.