SURVEI KEPUASAN PASIEN TERHADAP PELAYANAN KEFARMASIAN DI UPT YANKES ITB

• Main Author: Hermawan, Febianti
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/72217
• Institution: Institut Teknologi Bandung

Patient satisfaction is an important factor to consider. Patient satisfaction can be achieved by providing pharmaceutical services that exceed the patient's expectations. Improving the quality of pharmaceutical services can help patients health. This study was conducted to assess patient satisfaction with pharmaceutical services, and the findings will be used to develop a program to improve the quality of pharmaceutical services at UPT Yankes ITB. The study was carried out at UPT Yankes ITB in Bandung City, with a total of 264 participants. The SERVQUAL method approach, which consists of 5 dimensions with 24 attributes, was used to obtain primary data from the questionnaire distribution results. The customer satisfaction index (CSI), gap analysis, and importance-performance analysis were used to analyze the questionnaire data (IPA). Patient satisfaction with pharmaceutical services was classified as very satisfied, according to the CSI analysis, with a CSI value of 91.13%. Based on the gap analysis, the results showed negative values for all attributes, indicating a mismatch between the performance of pharmaceutical services and patient expectations. According to the IPA analysis, attributes in the first quadrant need to be improved. In the IPA analysis, three attributes were discovered in the first quadrant, which were related to clinic cleanliness, the availability of prescription drugs in the clinic, and ensuring patients understand the information provided about the drug.