EVALUATION OF PATIENTS’S KNOWLEDGE ON THE MEDICATION AND SATISFACTION LEVEL OF PHARMACEUTICAL SERVICE AMONG TWO PRIMARY CARE AT CENTRAL KALIMANTAN

• Main Author: Dewi Mudya Hendra Rini, Chandra
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/66186
• Institution: Institut Teknologi Bandung

Primary health care (PHC) is one of the facilities that provide health services, including pharmaceutical services. Pharmaceutical services are services related to pharmaceutical preparations that are given directly to patients, one form of pharmaceutical service is the provision of drug information. Assessment of the quality of pharmaceutical services can be assessed through the services expected and services received by patients. This study aims to describe the level of satisfaction of pharmaceutical services in two primary health care Katingan Hilir sub-district and description the level of patient knowledge of drug information being used. This study used a descriptive observational design with a crosssectional. Determination of the sample in the study was obtained by using a purposive sampling method. The instrument used to assess the quality of service is SERVQUAL with a Likert scale and a Guttman scale. Data analysis was carried out quantitatively and qualitatively, with gap analysis, determination of the Customer Service Index (CSI), and analysis using Importance Performance Analysis (IPA). The results of the satisfaction level of pharmaceutical services in five aspects based on CSI analysis showed the results of the satisfied category with an index of 0.741 at the Kasongan I PHC and 0.750 at the Kasongan II PHC. The assessment of the level of knowledge of drug information at the Kasongan I PHC showed 61.32% (65) of the respondents were in a low category and at the Kasongan II, PHC showed 62.11% (59) of the respondents were in the high category. Based on Importance Performance Analysis, the service attributes in the two primary health care that have a high level of importance with low staff performance are prioritized attributes for improvement. Attributes of drug information that are prioritized for improvement are those in the low category and the very low category, namely drug dose, consumption time, duration of use, side effects, actions if you forget to take medication, signs of toxicity, drug interactions, contraindications, and signs drug damage.