SURVEI KEPUASAN PELAYANAN FARMASI PADA PASIEN PESERTA PROGRAM BPJS DAN NON BPJS DI PUSKESMAS IBRAHIM ADJIE

• Main Author: Salsa Najmi, Nabilla
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/48731
• Institution: Institut Teknologi Bandung

Primary health care (PHC) is a unit at the district or city level that is responsible for improving health development in one area. Pharmacy service standard in PHC includes two activities those are managing pharmaceutical preparations and medical materials after use and clinical pharmacy activities. The objective of this study was to analyze the quality of pharmaceutical service at the Ibrahim Adjie PHC based on SERVQUAL method which consists of tangible, reliability, responsiveness, assurance, and empathy aspects to determine differences in the pharmacy service quality experienced by patients who were participating on BPJS program and non-BPJS. The study was conducted at Ibrahim Adjie PHC with 270 BPJS program respondents and 289 non BPJS respondents. Primary data was obtained by interviewing respondents using a questionnaire which included in cross section or incidental data. The results of questionnaire were analyzed using Mann-Whitney method to find p value and satisfaction difference between two groups, and Importance Performance Analysis (IPA) method to find attributes which needed improvement. The level of satisfaction of pharmaceutical service had an average value 95,88 ± 2,76% with CV 2,88% in BPJS group and 94,88 ± 4,08% with CV 4,30% in non BPJS group. Between BPJS and non BPJS group, there was no difference in reliability, responsiveness, assurance, and empathy aspects but there was difference in tangible aspects. Based on Importance Performance Analysis, quadrant A was an attribute that needed to be considered in quality improvement, related to cleanliness, comfort, patients trust in medicine, and quickness in medicine allocation.