He Effect of Outpatient Pharmaceutical Service Quality on Patient Loyalty Through Patient Satisfaction of Karsa Husada General Hospital Batu

Abstract

Abstract:Pharmacy Department an important role in the hospital service because almost 80% of patients will have medical prescription. However, the pharmacy department in this hospital has a different between the standard which have been set by the Government and the implementation of pharmacy service. Furthermore, after the intervention applied, it showed the decreased number of waiting time for medicine and also this decline has influence the patient satisfaction. In Karsa Husada general hospital the percentage of patient satisfaction is about 68.50% and the patients who satisfy with the service said that they will visit the hospital again. The purpose of this research is to find out whether the quality improvement of outpatients pharmacy service influence the patient loyalty through patient satisfaction. The method of this research was quantitative research with observational analytical study and used the cross sectional as the approach. The population of this research is about 1.143 patients who have been received outpatient pharmacy service, meanwhile the sample is about 89 patients who are not using insurance. The data analyzed using PLS which using SMART PLS program. Based on the result, it showed that the quality improvement of pharmacy service has positive effect and also significant towards patient satisfaction. However, the result showed that the quality improvement of pharmacy service and patient satisfaction has positive effect but not significant towards patient loyalty, then it also showed that the quality improvement of pharmacy service has positive effects but not significant towards patient loyalty through patient satisfaction in Pharmacy Department on Karsa Husada general hospital. Suggestions that can be given to the hospital that is to keep facilities and do strategy to prevent medicine void.

The Causes of Long Waiting Times for Outpatient Pharmaceutical Prescription Services at Hospital “X” in Padang

“…This accumulation of medicines is caused by the concurrently starting the practice of polyclinic doctors so that patients will also leave the polyclinic at the same time and visit the outpatient pharmacy at the same time. As many as 80% of outpatients receiving services at hospitals will get prescriptions and visit pharmacy installations to redeem medicine prescriptions [21]. Another reason that causes long waiting times for prescription services based on the results of an interview with one of the pharmacists is the shortage of human resources and the occurrence of medicine vacancies that require prior confirmation to the doctor for replacement of available medicines, which increases the time for processing prescriptions.…”

Building Patient Loyalty in Pharmacy Service: A Comprehensive Model

“…The high volume of prescriptions shows an increase in demand for pharmaceutical services, it is reported that 80% of patients who visit puskesmas get pharmaceutical services (Insani et al, 2017;Kim and Ruger, 2008). The pharmacy department plays a crucial role in the final process of healthcare, thereby shifting the paradigm of the conventional function of pharmaceutical services from drug supply to become patient-centered care.…”

“…The pharmacy department plays a crucial role in the final process of healthcare, thereby shifting the paradigm of the conventional function of pharmaceutical services from drug supply to become patient-centered care. This service is an essential aspect of developing patient-care provider relationships, which is a popular indicator of healthcare quality (Insani et al, 2017;Khudair and Raza, 2013). Currently, the management of healthcare services in Indonesia does not give preferences in enhancing patient satisfaction through the service function of the pharmacy (Ramli and Sjahruddin, 2015).…”

“…Athavale et al identify antecedents and consequences of pharmacy loyal behaviour (Athavale et al, 2014). Insani assessed the effect of pharmaceutical service quality on patient loyalty and determined the mediating role of patient satisfaction (Insani et al, 2017). Heryanto examined the effect of pharmaceutical service quality on patient satisfaction and loyalty in public hospitals (Heryanto et al, 2016).…”

Evaluation of Patient Satisfaction Towards Pharmacy Services at Hospital Outpatient Pharmacies in Padang

“…The pharmaceutical service is a direct and responsible service to patients related to pharmaceutical preparations with the aim of achieving definite results to improve the quality of patients' life (Al-Quteimat & Amer, 2016). Patient satisfaction with the quality of pharmaceutical services is an important indicator in the quality of health services in hospitals (Insani et al, 2017).…”