Studi Pengamatan Kepuasan Pasien Peserta BPJS Kesehatan terhadap Pelayanan Kefarmasian Unit Rawat Jalan RSUD Provinsi Sulawesi Barat

Abstract

West Sulawesi Provincial Hospital is a hospital owned by the government of West Sulawesi Province which is tasked with providing services for BPJS patients. The purpose of this study is to determine the level of satisfaction of BPJS patients and the priority of improvements that need to be made in the outpatient unit for pharmaceutical services for BPJS patients. This research was a descriptive non-experimental study. Respondents were selected by convenience sampling technique. To determine the level of patient satisfaction and service evaluation used the SERVQUAL method, and data were collected using a questionnaire. To determine the priority of repairs, an analysis was carried out with the Customer Window Quadrant. The results showed that the level of satisfaction in the tangible, reliability, responsiveness, assurance and empathy aspects was included in the satisfied category with an average percentage >60%. Meanwhile, the main priority that needs to be done in pharmaceutical services is patient care in such a way as not to wait long to get pharmaceutical services, waiting time for ready-made and concoction drugs and drug availability at hospital pharmacies.

Keywords: pharmaceutical services; Customer Window Quadrant (CWQ) analysis; satisfaction; BPJS

ABSTRAK

RSUD Provinsi Sulawesi Barat merupakan rumah sakit milik pemerintah Provinsi Sulawesi Barat yang bertugas memberikan pelayanan untuk pasien BPJS. Tujuan penelitian ini yaitu untuk mengetahui tingkat kepuasan pasien BPJS dan prioritas perbaikan yang perlu dilakukan di unit rawat jalan terhadap pelayanan kefarmasian pada pasien BPJS. Penelitian ini termasuk studi non-eksperimental yang bersifat deskriptif. Responden dipilih dengan teknik convenience sampling. Untuk mengetahui tingkat kepuasan pasien dan evaluasi pelayanan digunakan metode SERVQUAL, dan data dikumpulkan menggunakan kuesioner. Untuk mengetahui prioritas perbaikan dilakukan analisis dengan Customer Window Quadrant. Hasil penelitian menunjukkan tingkat kepuasan pada aspek tangible, reliability, responsiveness, assurance dan emphaty masuk dalam kategori puas dengan rerata persentase >60%.  Sedangkan, prioritas utama yang perlu dilakukan pada pelayanan kefarmasian yaitu pelayanan pasien sedemikian rupa agar tidak menunggu lama untuk mendapatkan pelayanan farmasi, waktu tunggu pelayanan obat jadi dan obat racikan serta ketersediaan obat di apotik rumah sakit.

Kata kunci: pelayanan kefarmasian; analisis Customer Window Quadrant (CWQ); kepuasan; BPJS