ANALISIS KEPUASAN PASIEN RAWAT JALAN DALAM PELAYANAN RESEP DI INSTALASI FARMASI RUMAH SAKIT UMUM LIRBOYO TAHUN 2019

Abstract

Health care is an essential factor in improving the health and welfare era at every insane worldwide. Patient satisfaction is a crucial problem for health care providers. This is the word-of-mouth promotion for prospective patients to expect more favorable for the operation of hospitals. This study aims to determine the patient satisfaction of BPJS participants and the general patient satisfaction in service pharmacy prescriptions in the outpatient RSU Lirboyo Kediri. The samples in this study were selected patients with the accidental sampling method as many as 85 patients and 85 patients BPJS general. The analysis was done using a questionnaire RATER method using gap test, customer window, and test independent sample t-test. The quality of pharmaceutical services that in terms of the average value of five dimensions of reliability, collateral, direct evidence, empathy, and responsiveness to patient BPJS negative gap values obtained for -0012 with patient satisfaction is less satisfied. In terms of the average value of five dimensions of reliability, guarantees, direct evidence, empathy, and responsiveness to public patients, the quality of pharmaceutical services obtained a positive gap value of  0.032  with  a  satisfying  degree  of  satisfaction.  Test  results Independent  sample  t-  test available significant value of 0.620> 0.05. Thus, it can be said that satisfaction outpatients  and patients BPJS general users significantly no difference.