Outpatient’s Satisfaction Analysis of Pharmaceutical Service in Pharmacy Installation in Reksodiwiryo Hospital Padang

Abstract

Background: Currently, Indonesia's health development began to emphasize improving the quality of health care, where service quality should be oriented to customer satisfaction to continue to exist during global competition. This study aims to determine the level of satisfaction of outpatients at the depot pharmacy installation at Reksodiwiryo Padang Hospital. Method: This research is a cross-sectional study design. Sampling was carried out from February to March 2022 with a sample of 425 people using the accidental sampling technique. Data were analyzed using univariate and Cartesian diagrams. The sample is outpatient in pharmacy installation Reksodiwiryo Padang. Result: Patients are dissatisfied with all dimensions, there is the tangibles dimension (70.6%), the reliability dimension (66.1%), the responsiveness dimension (57.4%), the assurance dimension (49.6%), and dimensions of empathy (38.8%). In the Cartesian diagram analysis, the most questions were category B, then C, A and finally D. There are two attributes involved in quadrant A, there is the punctuality of the officers in serving and the drug items are always available. Conclusion: Most of the respondents expressed dissatisfaction with the services received at the pharmacy installation of the Reksodiwiryo Hospital. The hospital management can refer to the cartesian diagram analysis to prioritize better improvement.

Quality of Service at Public Health Center in West Pasaman District in 2023

“…The availability of drugs and the timeliness of officers serving are priorities in pharmaceutical services, and it is necessary to have pharmaceutical personnel available at the pharmacy. 9 Employees who have expertise in their fields make a positive impact on patient care. 10 The government also must improve the health service system and training.…”

The Influence of Service Delivery and Information Quality on Patient Satisfaction at Reksodiwiryo Hospital, Padang City

“…What must be considered by health workers, especially Reksodiwiryo Hospital (Arnif et al, 2021;Aryati et al, 2022;Handayuni et al, 2020;Rahmi & Bustami, 2021), is the satisfaction of the patient or the patient's family. Because, if the patient or the patient's family is not happy with the administration provided by the hospital, it will affect the patient's or general visibility of the hospital.…”