Patient satisfaction with the service quality at the outpatient executive pharmacy of hospital x in Bekasi City
DOI:
https://doi.org/10.54957/ijhs.v6i4.2393Kata Kunci:
Hospital pharmacy, Patient satisfaction, Questionnaire, Service qualityAbstrak
Patient satisfaction survey is one method used to measure the quality of pharmaceutical services. The purpose of this study is to find out the level of patient satisfaction with the quality of service at the executive outpatient pharmacy installation of X Hospital in Bekasi city. This study used a descriptive method with a quantitative approach and was conducted prospectively. The population in this study consisted of all patients or patients' families who redeemed prescriptions at the executive outpatient pharmacy installation of Hospital. The sample in this study included 74 respondents based on inclusion criteria. The results showed that the majority of respondents were in the 26–35 age group, totaling 35 people (47.30%). Respondents were predominantly female, with 45 people (60.81%). Most respondents had a bachelor's degree as their highest level of education, totaling 36 people (48.65%). The majority worked as private employees, with 37 people (50%). Patient satisfaction results based on five dimensions showed that the tangible dimension (physical evidence) scored 80.36% (satisfied category), reliability scored 80.63% (satisfied), responsiveness scored 79.10% (satisfied), assurance scored 76.31% (satisfied), and empathy scored 80.09% (satisfied). Overall, the patient feels satisfied with the quality of service provided. However, based on the hospital's Minimum Service Standards (SPM) indicators, which require a patient satisfaction rate of ≥80%, there are still two dimensions that do not meet the standard: responsiveness (79.10%) and assurance (76.31%). This finding shows the need to improve service quality, so that all aspects can meet the set standards.
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