Karya Tulis Ilmiah

GAMBARAN TINGKAT KEPUASAN PASIEN TERHADAP PELAYANAN OBAT DI INSTLASI FARMASI PUSKESMAS SUNGAI RENGAS

Berkas Tersedia

Abstract

Kepuasan pasien merupakan salah satu indikator keberhasilan pemberian pelayanan kesehatan kepada masyarakat. Kepuasan pelayanan jasa kesehatan tercapai jika apa yang didapatkan pasien melebihi harapannya. Tujuan dari penelitian ini yaitu untuk mengetahui tingkat kepuasan pasien terhadap pelayanan kefarmasian berdasarkan dimensi ketanggapan, keandalan, jaminan, bukti nyata dan empati petugas farmasi yang ada di puskesmas, sehingga dapat diketahui sejauh mana puskesmas tersebut menerapkan pelayanan kefarmasian sesuai dengan standar. Metode yang digunakan dalam penelitian ini adalah metode deskriptif non eksperimental dan pengambilan sampel dilakukan secara accidental sampling. Populasi penelitian ini adalah semua pasien yang mendapatkan pelayanan kefarmasian di Puskesmas Sungai Rengas. Sampel penelitian ini berjumlah 100 Responden yang didapatkan sesuai dengan rumus lamesshow. Intrusmen pengumpulan data menggunakan kuesioner. Data yang diperoleh kemudian dibuat dalam bentuk tabulasi dan dianalisis menggunakan rumus persentase. Hasil penelitian pada tingkat kepuasan pelayanan kefarmasian di Puskesmas Sungai Rengas pada dimensi Ketanggapan ( responsiveness ) sebesar 84,5%, Kehandalan ( reliability ) sebesar 84,3%, Jaminan ( assurance ) sebesar 85,8%, Bukti nyata ( tangible ) sebesar 82,8% dan Empati ( empathy ) sebesar 85,3%. Tingkat kepuasan pelayanan kefarmasian di Puskesmas Sungai Rengas menunjukkan rata-rata persentase sebesar 83,34% yang artinya masuk dalam kriteria sangat puas.

Abstract (English)

Patient satisfaction is an indicator of the success of providing health services to the community. Satisfaction wuth health services is achieved if what the patient gets exceeds his expectations. The aim of this research is to determine the level of patient satisfaction with pharmaceutical. Services based on the dimensions of responsiveness, reliability, guarantee, concrete evidence and empathy of pharmacy staff at the community health canter, so that it can be seen to what extent the community health center implements pharmaceutical services in accordance with standards. The method used in this reseaech is a non-experimental descriptive method and sampling was carried out by accdental sampling. The population if this study were all patients who received pharmaceutical services at the Sungai Rengas Community Health Center. The sample for this reserach consisted of 100 respondents who were obtained according to the lamesshow formula. The data collection instrument uses a questionnaire. The data obtained was then made in tabulated form and analyzed using a percentage formula. The results of research on the level of satisfaction with pharmaceutical services at the Sungai Rengas Community Health Center in the dimensions of responsiveness were 84,5%, reliabilty was 84,3%, assurance was 85,8%, tangible evidence was 82,8%, and empathy of 85,3%. The lavel of satisfaction with pharmaceutical services at the Sungai Rengas Community Health Center shows an average percentage of 83,34%, which means it falls within the criteria of very satisfied.