Tingkat Kepuasan Pasien Rawat Jalan terhadap Pelayanan Kefarmasian di Instalasi Farmasi Rumah Sakit Sari Asih Ciputat Outpatient Satisfaction Level Toward Pharmaceutical Services at the Pharmacy Department of Sari Asih Hospital Ciputat

Abstract

Quality health services are health services that can satisfy health service users according to their level of satisfaction. Patient satisfaction is an important indicator for pharmaceutical services and has a close relationship with service quality. Good service quality will provide satisfaction to patients, thereby influencing patients to return to the hospital. Research objectives: This study aims to determine the level of satisfaction of outpatients with pharmaceutical services at the Sari Asih Hospital Ciputat Pharmacy Installation.  Method: This research uses a descriptive method with a purposive sampling approach by distributing questionnaires to a sample of 100 respondents. This research uses a non-probability sampling method with accidental sampling technique. The level of satisfaction can be measured based on five dimensions of service quality, and analyzed using percentages and a Likert scale.  Results: research on the level of satisfaction of outpatients with pharmaceutical services shows that the services provided at the outpatient pharmacy installation at Sari Asih Ciputat Hospital have a level of satisfaction in each dimension, namely direct evidence 74.24%, empathy 75.24%, reliability 79, 92%, assurance 74.52%, and responsiveness 75.92%.  Conclusion: The results of this study show that patients feel satisfied with the direct evidence dimension, in the dimensions of guarantee, reliability, responsiveness and empathy they feel quite satisfied with the services provided at the outpatient pharmacy installation at Sari Asih Ciputat Hospital.