ANALYSIS OF PATIENT SATISFACTION LEVELS WITH PHARMACEUTICAL SERVICES AT UPT SALAM PRIMARY HEALTHCARE CENTER (PUSKESMAS) IN BANDUNG CITY

• Main Author: Aliefia, Dira
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/70506
• Institution: Institut Teknologi Bandung

Pharmaceutical service at primary healthcare center (Puskesmas) is one of the important activities to provide healthcare services to patients related to pharmaceutical preparations with the aim of improving patients’ quality of life. Pharmacists have an important role in primary healthcare center (Puskesmas), namely as the person in charge of executing pharmaceutical service at primary healthcare center (Puskesmas). There are 64 out of 80 units of primary healthcare center (Puskesmas) in Bandung City that have pharmacists in the pharmaceutical service section, one of which is UPT Salam Primary Healthcare Center (Puskesmas). This thing can be one of the factors that affect the level of patient satisfaction with pharmaceutical service. This study aims to determine the level of patient satisfaction with pharmaceutical service at UPT Salam Primary Healthcare Center (Puskesmas) in Bandung City, determine the relationship between patient characteristics and the level of patient satisfaction with pharmaceutical service at UPT Salam Primary Healthcare Center (Puskesmas) in Bandung City, and provide input about efforts to improve pharmaceutical service at UPT Salam Primary Healthcare Center (Puskesmas) in Bandung City. This study is a descriptive-analytic study conducted using survey with cross-sectional approach to 254 respondents directly. Sampling of data was carried out from the end of March to the beginning of May 2022 at UPT Salam Primary Healthcare Center (Puskesmas) in Bandung City. The result of the study using Customer Satisfaction Index (CSI) showed that respondents are very satisfied with the level of patient satisfaction from drug information service is 81.12% and respondents are satisfied with the level of patient satisfaction from pharmaceutical service (SERVQUAL method) is 80.42%. Factor that affect the level of satisfaction with drug information service (p = 0.005) is occupation and factor that affect the level of satisfaction with pharmaceutical service (SERVQUAL method) in tangible (p = 0.044) and reliability (p = 0.012) dimensions is occupation. By using the IPA (Importance-Performance Analysis) method, the result of the largest gap which is prioritized is a statement on the tangible dimension, "availability of facilities for patients: drug brochures, scales, drinking water, etc." with a gap of -1.23.