Analisis Determinan Tingkat Kepuasan Pasien BPJS Rawat Jalan Terhadap Pelayanan Kefarmasian Di Instalasi Farmasi Rawat Jalan

Analysis of Determinants of Outpatient BPJS Patients’ Satisfaction Toward Pharmaceutical Services in the Outpatient Pharmacy Installation

Abstract

Introduction: Patient satisfaction is the feeling of pleasure or disappointment felt by patients after comparing the performance of health services with their expectations. The purpose of this study was to determine the description of patient satisfaction based on the aspects of Tangible, Reliability, Responsiveness, Assurance, and Empathy factors towards pharmaceutical services in outpatient pharmacy installations.

 Methods: This study is classified as a non-experimental research design with a descriptive research plan using quantitative analysis. The population in this study consisted of 23,385 BPJS outpatients who came for treatment at the Banten Regional General Hospital. The technique used in this study was non-probability sampling. The sample in this study consisted of 100 respondents using the Slovin formula. The research instrument used a questionnaire. Data analysis used univariate analysis.

Results: The results of the research on the satisfaction dimensions show that the Tangible dimension received an average score of 83% very satisfied, the Reliability dimension received an average score of 75% satisfied, the Responsiveness dimension received an average score of 70% satisfied, the Assurance dimension received an average score of 71% satisfied, and the Empathy dimension received an average score of 70% satisfied. This resulted in an average percentage of 73,8% of patients feeling satisfied.

Discussion: The results of this study indicate that several key determinants significantly influence the level of satisfaction among BPJS outpatient patients toward pharmaceutical services in the outpatient pharmacy installation. The main factors identified include the quality of service, pharmacist communication, drug availability, waiting time and the physical environment of the pharmacy. The average patient satisfaction rate was 73,8% indicating that patients were satisfied with the services provided.