SURVEI KEPUASAN PASIEN TERHADAP LAYANAN INFORMASI OBAT DI UPT PUSKESMAS PASUNDAN KOTA BANDUNG

• Main Author: Putri Asysyifa, Vania
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/40418
• Institution: Institut Teknologi Bandung

Drug information service is one of the clinical pharmacy services provided in Public Health Center (Puskesmas) directly and responsible to patients regarding with drugs to improve patient’s quality of life. This study aims to measure the respondent’s level of satisfaction toward drug information service at Puskesmas Pasundan Bandung and the type of drug information that the respondents are expecting. This study is a descriptive-observational study with cross-sectional-concurrent design concurrently conducted from March to May 2019 using a validated questionnaire. Respondents were selected by using voluntary purposive sampling technique. The number of respondents in this study are 259 individuals. The satisfaction of drug information service is analyzed by gap analysis, which divide perception score by respondents’expectations on five dimensions of services quality. The type of drug information is analyzed by comparing respondents’ and pharmacists’perception. The result showed that overall level satisfactory in Pasundan Public Health Center Bandung on average is 87.65 ± 8.18%. According to Permenkes, the type of drug information that included in pharmaceutical services standard in primary health care such as drug’s name, indication, dosage form, how to use drugs, frequency and length of use had already been given to the respondents (>90%). Information like how to overcome side effects, warnings and cautions, expiry date, detection of damaged drugs and how to dispose drugs is needed by the respondents and had already been given by 25% of the pharmacists.