FACTORS AFFECTING BPJS PATIENT SATISFACTION LEVELS OUTPATIENT MEDICATION INTAKE IN PHARMACY H. ABDUL MANAP JAMBI HOSPITAL IN 2024
DOI:
https://doi.org/10.54973/jham.v6i2.629Keywords:
Pharmaceutical Services, Patient Satisfaction, Satisfaction FactorsAbstract
Pharmaceutical services have an important role in supporting the quality of hospital services, especially in increasing patient satisfaction. Pharmaceutical installations are responsible for the supply and distribution of drugs in accordance with regulations. Factors such as drug availability and prescription lead times affect patient satisfaction. A survey at H. Abdul Manap Jambi Hospital showed complaints about the length of waiting time due to limited resources, so an in-depth study is needed related to the factors that affect the satisfaction of outpatient BPJS patients. The purpose of this study is to find out the factors that affect the satisfaction of outpatient BPJS patients in taking drugs at the Pharmaceutical Installation of H. Abdul Manap Jambi Hospital. The approach used was quantitative descriptive with a sample of 100 BPJS patients selected by purposive sampling. The research instrument is in the form of a questionnaire sheet that has been tested for validity and reliability using SPSS 23. The results of the analysis showed that of the 5 (five) factors that affect patient satisfaction, the most were the availability and completeness of drugs. A total of 49 respondents stated that the availability of drugs is the most important factor in determining satisfaction. The conclusion of this study is that the availability and completeness of drugs in pharmaceutical services affect the satisfaction level of outpatient BPJS patients. Based on the research findings, it is therefore necessary to increase the number of pharmacy staff and implement an optimal drug management system to support the improvement and development of patient satisfaction at RSUD H. Abdul Manap Kota Jambi in the future.
Downloads
References
Effendi, K. (2020). Tingkat Kepuasan Pasien Terhadap Pelayanan Kesehatan Di Uptd Puskesmas Mutiara Tahun 2019. Excellent Midwifery Journal, 3(2), 82–90. https://doi.org/10.55541/emj.v3i2.127
Fauziyah, S. T. (2023). Analisis Waste di Instalasi Farmasi Rawat Jalan Rumah Sakit dengan Pendekatan Lean Management: Literature Review. Media Publikasi Promosi Kesehatan Indonesia (MPPKI), 6(7), 1242–1249. https://doi.org/10.56338/mppki.v6i7.3350
Karida, R., & Dhamanti, I. (2024). Peran Budaya Organisasi Dalam Meningkatkan Kualitas Kerja Dan Komitmen Karyawan Rumah Sakit. Jurnal Kesehatan Tambusai, 5, 2674–2684.
Kemenkes RI. (2016). Standar Pelayanan Kefarmasian. Peraturan Menteri Kesehatan Republik Indonesia Nomor 72 Tahun 2016, May, 31–48.
Nasution dkk. (2021). Analisis Faktor-Faktor yang Mempengaruhi Kepuasan Pelayanan Pasien diinstalasi Farmasi RSUD Rantauprapat. Jurnal Kesehatan Komunitas, 7(3), 341–346. https://doi.org/10.25311/keskom.vol7.iss3.1020
Peraturan Pemerintah. (2021). Peraturan Pemerintah Nomor 47 Tahun 2021 tentang Penyelenggaraan Bidang Perumahsakitan. 086146.
Permenkes, 2014. (2014). Permenkes, 2014. 1–203.
Ra’uf, M. (2021). Komunikasi Terapeutik Perawat Pada Tingkat Kepuasan Pasien: Studi Kasus Di Rumah Sakit Ulin Banjarmasin. Jurnal Terapung : Ilmu - Ilmu Sosial, 3(2), 37. https://doi.org/10.31602/jt.v3i2.6014
Wulandari, P., Listiawaty, R., & Hafiz, A. (2020). Hubungan Waktu Tunggu Terhadap Kepuasan Pasien Di Puskesmas X Kota Jambi. Jurnal Ilmiah Manusia dan Kesehatan, 3(2), 265–269.
