TINGKAT KEPUASAN PASIEN PESERTA JAMINAN KESEHATAN NASIONAL (JKN) RAWAT JALAN TERHADAP KUALITAS PELAYANAN OBAT DI INSTALASI FARMASI RUMAH SAKIT SILOAM MANADO
DOI:
https://doi.org/10.35799/pha.8.2019.29387Abstract
ABSTRACT
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The quality of health services is a service that can lead to satisfaction in each patient where the procedure is carried out in accordance with the standards and code of ethics that have been set. This study aims to determine the level of satisfaction of JKN participants in outpatient care on the quality of drug service in the Pharmacy Installation of Siloam Hospital, Manado based on five dimensions of service quality namely tangibles, empathy, reliability, responsiveness, and assurance. This research is a descriptive study with prospective data collection. The number of samples is 100 people. Primary data collection was conducted using questionnaires to test the validity and reliability of the questionnaire using the SPSS program. The results obtained by the overall satisfaction index value of -0,010. Satisfaction index in each dimension respectively, among others: tangible-0,14; empathy -0,013; reliability -0,16; responsiveness 0,17; dan0,045 assurance. The conclusion shows that the satisfaction index is negative, which means that outpatient JKN patients are not satisfied with the services provided at the Pharmacy Installation of Siloam Hospital Manado.
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Keywords: Patient Satisfaction, Quality of Service, Outpatient Care, Siloam Hospital, Manado.
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ABSTRAK
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Kualitas pelayanan kesehatan adalah pelayanan yang dapat menimbulkan kepuasan pada setiap pasien dimana tata cara penyelenggarannya sesuai dengan standar dan kode etik yang telah ditetapkan. Penelitian ini bertujuan untuk mengetahui tingkat kepuasan pasien peserta JKN rawat jalan terhadap kualitas pelayanan obat di Instalasi Farmasi Rumah Sakit Siloam Manado berdasarkan lima dimensi kualitas pelayanan yakni tangibles, emphaty, reliability, responsiveness, dan assurance. Penelitian ini merupakan penelitian deskriptif dengan pengambilan data secara prospektif. Jumlah sampel sebanyak 100 orang. Pengumpulan data primer dilakukan menggunakan kuisioner uji validitas dan reliabilitas kuisioner menggunakan program SPSS. Hasil penelitian diperoleh nilai indeks kepuasan secara keseluruhan sebesar -0,010. Indeks kepuasan pada setiap dimensi berturut-turut antara lain: tangible -0,14; emphaty -0,013; reliability -0,16; responsiveness 0,17; dan assurance 0,045. Kesimpulannya menunjukkan indeks kepuasan bernilai negatif yang berarti pasien peserta JKN rawat jalan belum merasa puas terhadap pelayanan yang diberikan di Instalasi Farmasi Rumah Sakit Siloam Manado.
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Kata Kunci: Kepuasan Pasien, kualitas Pelayanan, Rawat Jalan, Rumah Sakit Siloam Manado.
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