Perbedaan Antara Tingkat Kepuasan Pasien Layanan Kefarmasian di Puskesmas Induk Natar dan Puskesmas Rajabasa Indah

Lani Hartanti; Rasmi Zakiah Oktarlina; Zulpakor Oktoba; Asep Sukohar

doi:10.57213/jrikuf.v3i3.787

Authors

Lani Hartanti Universitas Lampung
Rasmi Zakiah Oktarlina Universitas Lampung
Zulpakor Oktoba Universitas Lampung
Asep Sukohar Universitas Lampung

DOI:

https://doi.org/10.57213/jrikuf.v3i3.787

Keywords:

Patient Satisfaction, Pharmaceutical Services, Primary Health Care Centers

Abstract

Background: Pharmaceutical services at primary health centers (puskesmas) play a vital role in supporting the quality of primary healthcare services. However, patient satisfaction with these services varies, influenced by factors such as service quality and demographic characteristics of the patients. In Lampung Province, the Induk Natar and Rajabasa Indah primary health care centers have different regional characteristics, which may influence patients perceptions and satisfaction with pharmaceutical services. Methods: This study employed an analytical observational method with a cross-sectional design. Samples were selected using systematic accidental sampling, with 100 respondents from each primary health care centers. Quantitative data were collected using the Servqual questionnaire and patient sociodemographic characteristics. Data were analyzed using the Mann-Whitney test and the Chi-Square test. Result: The reliability dimension showed the highest satisfaction level in both Induk Natar primary health care centers (90.10%) and Rajabasa Indah primary health care centers (94.05%). Conversely, the tangible dimension had the lowest satisfaction levels, with 88.60% in Induk Natar primary health care centers and 92.08% in Rajabasa Indah primary health care centers. A significant difference in patient satisfaction levels was found between the two health centers. However, no significant correlation was found between patient characteristics (age, gender, education, and occupation) and satisfaction levels (p-value > 0.05). Conclusion: Rajabasa Indah primary health care centers demonstrated a higher level of patient satisfaction compared to Induk Natar primary health care centers. A significant difference in satisfaction levels between the two centers was confirmed by the Mann-Whitney test.

References

Bunet, G. C. E., Lolo, W. A., & Rumondor, E. M. 2020. Analisis Kepuasan Pasien Rawat Jalan Terhadap Mutu Pelayanan Kefarmasian Di Puskesmas Tanawangko. Pharmacon, 9(3), 397. https://doi.org/10.35799/pha.9.2020.30024

Chrisnawati, C., Lima, M. C., Trihandini, B., & Maratning, A. 2020. Perilaku Caring Perawat Di Ruang Rawat Inap Di Rumah Sakit Suaka Insan Banjarmasin 2020. Journal of Nursing Invention E-ISSN 2828-481X, 1(2), 99–106. https://doi.org/10.33859/jni.v1i2.43

Pamungkas, D. S. J., Wardani, R. S., & Rusmitasari, H. (2022). Hubungan Pendidikan dan Mutu Pelayanan dengan Kepuasan (Studi pada Pasien Rawat Jalan Puskesmas Poncol Kota Semarang). In Prosiding Seminar Nasional UNIMUS (Vol. 5). https://prosiding.unimus.ac.id/index.php/semnas/article/view/1284

Fahriati, A. R., Hasan, M., Rizki, M., Lestari, P., Hartono, I., & Arif, I. 2023. Tingkat kepuasan pasien terhadap pelayanan kefarmasian di apotek tangerang. Prosiding SENANTIAS: Seminar Nasional Hasil Penelitian Dan PkM, 4(1), 1005–1013.

Fitriarahmah, G., Peranginangin, J. M., & Keswara, Y. D. 2023. Hubungan Pelayanan Farmasi dengan Kepatuhan tif Kronik (PPOK)Pengobatan Pasien Penyakit Paru Obstruk. MPI (Media Pharmaceutica Indonesiana), 5(2), 146–155. https://doi.org/10.24123/mpi.v5i2.5808

Heryanto, C. A. W., Korangbuku, C. S. F., Djeen, M. I. A., & Widayati, A. 2019. Pengembangan dan Validasi Kuesioner untuk Mengukur Penggunaan Internet dan Media Sosial dalam Pelayanan Kefarmasian. Indonesian Journal of Clinical Pharmacy, 8(3). https://doi.org/10.15416/ijcp.2019.8.3.175

Idris, V., & Ahmad, I. 2024. Peran Apoteker Dalam Meningkatkan Pelayanan Kesehatan Di Puskesmas. Jurnal Riseta Soshum, 1(1), 5–13.

Indrasari, M. 2019. Pemasaran dan Kepuasan Pelanggan. Surabaya: Unitomo Press

Kemenkes 2016 PMK Republik Indonesia Nomor 74 Tahun 2016 tentang Standar Pelayanan Kefarmasian di Puskesmas.

Larasati, R. A., & Safitri, D. 2023. Gambaran Kepuasan Lansia Terhadap Kualitas Pelayanan Kesehatan Poli Lansia Puskesmas Ciputat Kota Tangerang Selatan Tahun 2022. Muhammadiyah Journal of Geriatric, 4(1), 90. https://doi.org/10.24853/mujg.4.1.90-98

Meila, O. 2020. Analisis Tingkat Kepuasan Pasien BPJS Pada Pelayanan Kefarmasian Di Apotek Klinik SATKES PUSDOKKES MABES POLRI. Journal of Herbal, Clinical and Pharmaceutical Science (HERCLIPS), 1(02), 29. https://doi.org/10.30587/herclips.v1i02.1520

Mulyani, Fudholi, A., & Satibi. 2021. Analisis Tingkat Kepuasan Pasien Terhadap Pelayanan Kefarmasian Menggunakan Model Servqual di Puskesmas Kabupaten Garut. Farmaseutik, 17(3), 284–295. https://doi.org/10.22146/farmaseutik.v1i1.54017

Palijama, F. 2023. Pengaruh Sumber Daya Manusia Dalam Pelayanan Kesehatan Di Rumah Sakit dr. Haulussy Provinsi Maluku. Hipotesa-Jurnal Ilmu-Ilmu Sosial, 17(2), 1–10.

Putri, E. A. L., Sukohar, A., & Damayanti, E. 2023. Medication Error at the Prescribing, Transcribing, Dispensing and Administration Stages. Medical Profession Journal of Lampung, 13(4), 457–462.

Putri Sulaeman, A., Fajarini, H., Ferry Balfas, R., Studi DIII Farmasi, P., Ilmu Kesehatan, F., Muhadi Setiabudi, U., Brebes, K., & Jawa Tengah, P. 2023. MOTEKAR: Jurnal Multidisiplin Teknologi dan Arsitektur Evaluasi Pelayanan Informasi Obat di Apotek Berdasarkan Peraturan Menteri Kesehatan Republik Indonesia Nomor 73 Tahun 2016. Annisya Putri Sulaeman, 1(2), 116–125.

Sabila, A. G., Sukohar, A., & Imantika, E. (2022). Gambaran Kepuasan Ibu Hamil Terhadap Mutu Pelayanan Antenatal Care di Puskesmas : Tinjauan Pustaka. Jurnal Kesehatan Dan Agromedicine, 9(2), 115–119. https://juke.kedokteran.unila.ac.id/index.php/agro/article/view/3097

Sari, S., & Melda, B. 2022. Analisis Mutu Pelayanan dengan Kepuasan Pasien di Puskesmas. Jurnal of Health Science Community, 3(2), 85–90. https://download.garuda.kemdikbud.go.id/article.

Sukohar, A., Suryawinata, A., & Mediansyah, A. 2020. Quality of Health Services in the First Level Health Facilities and the Role of Quality and Cost Control Team in Lampung Province. Review of Primary Care Practice and Education (Kajian Praktik Dan Pendidikan Layanan Primer), 3(1), 8. https://doi.org/10.22146/rpcpe.54162

Supardi, Sudibyo., Surahman.. 2014. Metodologi Penelitian Untuk Mahasiswa Farmasi. Jakarta: Trans Indo Media

Supardi, S., Yuniar, Y., & Sari, I. D. 2020. Pelaksanaan Standar Pelayanan Kefarmasian di Apotek di Beberapa Kota Indonesia. Jurnal Penelitian Dan Pengembangan Pelayanan

Yunita, N., Husin, & Ningsih, E. R. 2023. Tingkat Kepuasan Pasien Pengguna Sistem Pendaftaran Rawat Jalan Sistem Online. CV.SCIENCE TECHNO DIRECT: Pangkalpinang