Evaluation of Precription Services and Level of Satisfaction of Outpatient in Pharmacy Department Pesawaran Regional General Hospital Lampu of Satisfaction of Outpatient in Pharmacy Installation Regional General Hospital Pesawaran Lampung During COVID-19

Abstract

Pesawaran regional general hospital is trying to cope with COVID-19 by providing the best health services to patients. This study aims to evaluate the prescription services and determine the level of satisfaction of outpatients at the pharmacy facility of Pesawaran Regional General Hospital. This study uses a descriptive cross-sectional method by randomly observing 200 prescriptions that enter the pharmacy. Evaluation of prescription services with service indicators and satisfaction levels by distributing questionnaires filled by outpatients using variables of reliability, responsiveness, trust, empathy and direct evidence. The results of the observations were: checking the patient's name and identity 100%, checking the prescription 91.5%, counselling 0%, delivering the drug according to the prescription 85.5%, changing the type of drug 7%, completeness of the etiquette 90.5%, drug preparation time for compounded drugs was 18.29 minutes and for non-reconstituted drugs 13.54 seconds, final check 94.5%, documentation 95%, service according to protocol 100%. The results of the questionnaire on the level of satisfaction of outpatients with prescription services showed that 68 respondents (34%) were satisfied and 132 respondents (66%) were very satisfied. It can be concluded that prescription services have not met the pharmaceutical service standards according to Ministry of Health Indonesia Regulation (Permenkes) No.72 of 2016 with a satisfaction level that is, the patient is very satisfied with the prescription services provided at the pharmacy department of Pesawaran regional general hospital, Lampung Province.