Evaluasi Kepuasan Pelayanan Kefarmasian Di Instalasi Farmasi Rsud H. Abdul Manap Kota Jambi Tahun 2021

Abstract

Rumah sakit merupakan suatu organisasi yang sangat kompleks yang menyelenggarakan jenis pelayanan kesehatan melalui pendekatan pemeliharaan kesehatan (promotif, preventif, kuratif, dan rehabilitatif). survei awal dengan wawancara yang dilakukan terhadap pasien terkait kualitas pelayanan di instalasi kefarmasian RSUD H. Abdul Manap, terdapat pasien yang mengeluh mengenai pelayanan yang diterima. Penelitian ini menggunakan metode penelitian survei deskriptif dengan pendekatan Cross Sectional yang dilakukan pada suatu waktu dilihat berdasarkan lima dimensi yaitu, daya tanggap, jaminan, bukti fisik, empati, dan kehandalan. Pasien puas terhadap pelayanan kefarmasian di instalasi farmasi RSUD H. Abdul Manap Kota Jambi Tahun 2021 berdasarkan dimensi jaminan, empati, dan kehandalan. Akan tetapi, pasien kurang puas terhadap pelayanan kefarmasian di instalasi farmasi RSUD H. Abdul Manap Kota Jambi Tahun 2021 berdasarkan dimensi daya tanggap dan bukti fisik. Secara keseluruhan, 45% pasien merasa kurang puas dan 55% pasien merasa puas dengan kualitas pelayanan kefarmasian di Instalasi Farmasi RSUD H. Abdul Manap Kota Jambi.Kata Kunci: RSUD, Abdul Manap, , Evaluasi Kepuasan,The hospital is a very complex organization that provides types of health services through a health maintenance approach (promotive, preventive, curative and rehabilitative). Initial survey with interviews conducted with patients regarding the quality of service at the pharmaceutical installation of H. Abdul Manap Hospital, there were patients who complained about the services received. This study used a descriptive survey research method with a cross sectional approach which was carried out at one time based on five dimensions, namely responsiveness, assurance, tangibles, empathy, and reliability. Patients are satisfied with pharmaceutical services at the H. Abdul Manap Hospital pharmacy installation, Jambi City in 2021 based on the dimensions of assurance, empathy, and reliability. However, patients are dissatisfied with pharmaceutical services at the pharmaceutical installation of H. Abdul Manap Hospital, Jambi City in 2021 based on the dimensions of responsiveness and physical evidence. Overall, 45% of patients were dissatisfied and 55% of patients were satisfied with the quality of pharmaceutical services at the H. Abdul Manap Hospital Pharmacy Installation, Jambi CityKeywords: Hospital, Abdul Manap, Satisfaction Evaluation,