EVALUATION OF KNOWLEDGE ABOUT DYSLIPIDEMIC DRUG AND SATISFACTION OF HEALTH INSURANCEPARTICIPANTS ON DRUG INFORMATION SERVICES (DIS) AT ONE OF THE PHARMACIES IN BANDUNG

• Main Author: Siti Solihah, Ina
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/69358
• Institution: Institut Teknologi Bandung

Drug information Service (DIS) is one of the pharmaceutical services in pharmacies carried out by pharmacists to improve patients’ therapeutic results. This study aims to evaluate patients’ knowledge about dyslipidemia drugs before and after the provision of information, assess the level of patients’ satisfaction with DIS, and analyze the gap between patients’ perspective and expectations of DIS. This study is a descriptive observational study with a prospective cross-sectional design using a validated questionnaire distributed to patients participating in health insurances who collected their prescription for dyslipidemia drug at the study site (a community pharmacy), from April to June 2022. Non-probability sampling, namely purposive sampling was used, and the total patients included in the study were 112 patients. The difference in patients’ knowledge before and after receiving drug information was statistically analyzed using McNemar test, while satisfaction was assessed using the SERVQUAL method and measured using the Customer Satisfaction Index (CSI). Meanwhile, Importance Performance Analysis (IPA) was used to assess the gap between reality and expectations of DIS. The results showed that there were differences in the level of knowledge before and after patients received drug information (p value <0.05). The Customer Satisfaction Index (CSI) was 89.69%, which showed that the patient was very satisfied with the DIS that had been provided. There was a gap between expectations and reality, where the lowest gap was found in the empathy dimension (- 1.08), while the largest was tangible (-0.06). Based on the Cartesian Importance Performance Analysis (IPA) diagram, the attribute ‘empathy’ was in quadrant III. This showed that, despite not a priority, this attribute needs to be improved.