ANALISIS TINGKAT KEPUASAN PASIEN RAWAT JALAN TERHADAP KUALITAS PELAYANAN INSTALASI FARMASI DI RSUD DR. JOHN PIET WANANE KABUPATEN SORONG DENGAN METODE SERVQUAL
DOI:
https://doi.org/10.35799/pha.11.2022.41727Abstract
ABSTRACT
The level of patient satisfaction is closely related to pharmaceutical services in hospitals, where patients will feel satisfied if there are similarities in health services between expectations and reality. Weaknesses and shortcomings that exist in hospital services need to be known to make a new standard in service. This study aims to determine the level of satisfaction of outpatients with pharmaceutical installation services at RSUD Dr. John Piet Wanane, Sorong Regency. This type of research is descriptive quantitative by distributing questionnaires to 270 respondents obtained by purposive sampling technique. Based on the research results, the average patient satisfaction is (-0.64), so it can be concluded that the level of satisfaction is in the negative range, which means that the patient is not satisfied with the services provided.
Â
Keywords: Patient Satisfaction, Hospital, Outpatient
Â
Â
ABSTRAK
Tingkat kepuasan pasien berkaitan erat dengan pelayanan kefarmasian di rumah sakit, dimana pasien akan merasa puas apabila adanya persamaan pelayanan kesehatan antara harapan dan kenyataan. Kelemahan dan kekurangan yang ada pada pelayanan rumah sakit perlu diketahui untuk menjadikan suatu standar baru dalam pelayanan. Penelitian ini bertujuan untuk mengetahui tingkat kepuasan pasien rawat jalan terhadap pelayanan instalasi farmasi di RSUD Dr. John Piet Wanane Kabupaten Sorong. Jenis penelitian ini adalah deskriptif kuantitatif dengan membagikan kuesioner kepada 270 responden yang diperoleh dengan teknik purposive sampling. Berdasarkan hasil penelitian, rata-rata kepuasan pasien sebesar (-0,64), sehingga dapat disimpulkan bahwa tingkat kepuasan berada pada rentang negatif yang artinya pasien tidak puas dengan pelayanan yang diberikan.
Â
Kata kunci: Kepuasan Pasien, Rumah Sakit, Rawat Jalan
Downloads
Published
How to Cite
Issue
Section
License
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access)