Patients satisfaction with pharmaceutical care in community pharmacies in the district of badung
Hubungan tingkat kepuasan pasien terhadap kualitas pelayanan kefarmasian di apotek kabupaten badung
Keywords:Pharmaceutical services, satisfaction, Pharmacy
Pharmaceutical service is a direct and responsible service to patients related to pharmaceutical preparations with the aim of achieving definite results to improve the quality of life of the patient. Pharmacist interactions include providing information, monitoring drug use and knowing the final goal according to expectations to achieve patient satisfaction with pharmaceutical services. Patient satisfaction is the result of an assessment in the form of an emotional response (feeling happy and satisfied) because of the fulfillment of expectations or desires in using and receiving pharmaceutical services. This is a descriptive analytic study with a cross sectional survey design towards consumers who come to the pharmacy in Badung Regency, using a questionnaire as an instrument of data collection. The number of pharmacies that are willing to participate in this research is 15 pharmacies. Respondents in this study were pharmacy consumers, namely patients who received pharmaceutical services at the Badung district pharmacy and had met the inclusion-exclusion criteria. The results of the binary logistic test of patient characteristics stated that the level of customer satisfaction with the quality of pharmaceutical services at the Badung district pharmacy was not significant, including age (p = 0.761), gender (p = 0.612), education (p = 0.079), income level (p. = 0.139), occupation (p = 0.255), visit to the pharmacy (p = 0.392). Meanwhile, the pharmaceutical service category has a significant relationship with a value of 0,000 (p = 0,000) and has an effect of 11,495 times (or = 11,495). The statement of pharmaceutical services has a good and very good percentage which is indicated by statements such as pharmacists serving kindly (36.1%), treatment given according to consumer wishes (37.1%), and pharmacies having complete drugs and medical devices ( 38.1%).
Arimbawa, P.E. (2019). Pelayanan Kefarmasian dan Pemahaman Penggunaan Obat Rasional (POR) di Kota Denpasar, Jurnal Kesehatan Metro Sai Wawai.
Alrosyidi A.F., Humaidi, F., Aprilia, I.W. (2020). Tingkat Kepuasan Pelanggan Terhadap Sistem Pelayanan Farmasi Di Apotek Kimia Farma 274 Pamekasan, Jurnal Farmagazine, Vol. VII No.1, Februari 2020.
Andersen, K. L., Sørby, L. A., Andreassen, H. M., Skaug, E., Roos, A. K., Tvete, L. S., & Helgesen, A. K. (2018). Health care quality from the patients ’ perspective : a comparative study between an old and a new , high-tech hospital. Journal of Multidisciplinary Healthcare 2018:11, 11, 591–600.
Atika D, A., Dirga., Mukaromah. S, Adliani N., Sukrasno. (2019), Tingkat Kepuasan Konsumen Apotek Terhadap Pelayanan Kefarmasian Di Apotek Kecamatan Sukarame, Jurnal Farmasi Malahayati Vol 2 No 1, Januari 2019 .
Bahem, Nureeyah. (2017), Analisis tingkat kepuasan konsumen terhadap kualitas pelayanan obat tanpa resep di Apotek Nur Farma, Undergraduate thesis, Universitas Islam Negeri Maulana Malik Ibrahim.
Bhattacharya, A., Chatterjee, S., De, A., Majumder, S., Chowdhury, K. B., & Basu, M. (2018). Patient satisfaction at a primary level health‑care facility in a District of West Bengal: are our patients really satisfied. Medical Journal of Dr. D.Y. Patil Vidyapeeth, 11(4), 326–331.
Fitri, M.S. Suprianto (2017). Tingkat Kepuasan Pasien terhadap Pelayanan Kefarmasian di Apotek Global Medan, Jurnal Dunia Farmasi, 91-93.
Hazfriani, A., Ernawaty. (2016). Indeks Kepuasan Pasien BPJS Kesehatan Terhadap Pelayanan Rumah Sakit Mata Masyarakat Jawa Timur. Jurnal Administrasi Kesehatan Indonesia, 4:2, 77-85.
Handayani RS, Raharni, Gitawati R. (2009). Persepsi konsumen apotek terhadap pelayanan apotek di Tiga Kota di Indonesia. Makara Kesehatan 13(1): 22–26
Kemenkes RI. 2014. Profil Kesehatan Indonesia Tahun 2014. Jakarta: Kementerian Kesehatan RI, 4:2, 77-85
Mohanta, G. P., Manna, P. K., & Government, T. N. (2015). Rational use of medicines – Indian perspective ! International Journal of Risk & Safety in Medicine, 27, 47–48.
Monita, (2009), Evaluasi Implementasi Standar Pelayanan Kefarmasian di Apotek di Kota Padang, Tesis, Program Pasca Sarjana Fakultas Farmasi Universitas Gadjah Mada: Yogyakarta.
Purwanti, A., Harianto, H., Sudibjo, S. (2004). Gambaran Pelaksanaan Standar Pelayanan Farmasi Di Apotek Dki Jakarta Tahun 2003. Vol 1, No 2 (2004), 102-115.
Rosita, (2012), Studi Mengenai Pelayanan Kefarmasian Di Apotek-apotek Di Wilayah Surabaya Utara Kecamatan Semampir, Fakultas Farmasi Universitas Surabaya.
Sisay, M., Mengistu, G., Molla, B., Amare, F., & Gabriel, T. (2017). Evaluation of rational drug use based on World Health Organization core drug use indicators in selected public hospitals of eastern Ethiopia : a cross sectional study. BMC Health Services Research, 17(1), 1–9.
Wiedenmayer, Karin, Summers, Rob S, Mackie, Clare A, Gous, Andries G. S, Everard, Marthe. et al. (2006). Developing pharmacy practice : a focus on patient care : handbook [electronic resource]
How to Cite
Copyright (c) 2021 putu wintariani, Dewi Puspita Apsari, I Putu Tangkas Suwantara
This work is licensed under a Creative Commons Attribution 4.0 International License.