Analysis of pharmaceutical service quality and satisfaction level of healthcare and social security agency patients at Hadji Boejasin Pelaihari Hospital

Abstract

Background: Pharmaceutical services are services that are provided directly and responsibly to patients, related to medicines to reach accurate results that enhance patient quality of life.
 Objective: The purpose of this research is to the analysis of the quality of pharmaceutical services and the level of satisfaction of BPJS patients at Hadji Boejasin Pelaihari Hospital.
 Method: A cross-sectional survey design with a targeted sampling design was used in this study. The research method was a questionnaire containing structured questions to quantify each variable studied.
 Results: Quality survey results pharmaceutical services were 85.96% (according) and 14.03% (not appropriate), while patient satisfaction with reliability dimension 78.63% (very satisfied), Responsiveness 77.82% (very satisfied) , Assurance 83.01% (very satisfied), Empathy 80.47% (very satisfied), and Tangible 82.53% (very satisfied).
 Conclusion: From the average of the five dimensions, a result of 547,4 was obtained with an average patient satisfaction index of 80,49%
 Keywords: BPJS, Service Quality, Satisfaction Level