Evaluation of Patient Satisfaction Towards Pharmacy Services at Hospital Outpatient Pharmacies in Padang

Sara Surya (1) , Sefrianita Kamal (2) , Lusia Eka Putri (3)
(1) Universitas Dharma Andalas , Indonesia
(2) Universitas Dharma Andalas , Indonesia
(3) Universitas Dharma Andalas , Indonesia

Abstract

Patient satisfaction with the quality of pharmaceutical services is an essential indicator in the variety of health services in hospitals. Service quality is said to be enjoyable and satisfying if the services received are by or exceeding expectations. Otherwise, service quality is supposed to be inadequate or unsatisfactory if the service received is lower than expected. This study aims to determine the percentage level of patient satisfaction with pharmacy services at hospital outpatient pharmacies in Padang and to find out the pharmaceutical service system carried out by pharmacists on duty at hospital outpatient pharmacies that were located in Padang.  This study used descriptive data collection. Satisfaction was assessed by giving questionnaires to respondents, and then the surveys were analyzed descriptively. Assessment of patient satisfaction was conducted by taking data through a poll of 100 respondents. Satisfaction analysis was carried out using a Likert scale, and then the data was displayed in the cartesian form.

Full text article

Generated from XML file

References

Al-Abri, R., Al-Balushi, A. 2014. Patient Satisfaction Survey as a Tool Towards Quality Improvement. Oman Medical Journal. 29(1):3-7.
Al-Quteimat, O.M., Amer, A.M. 2016. Evidence-based pharmaceutical care: The next chapter in pharmacy practice. Saudi Pharmaceutical Journal. 24(4):447-451.
Dan, Z., Xiaoli, H., Weiru, D., Li, W., Yue, H. 2016. Outpatient pharmacy optimization using system simulation. Procedia Computer Science. 91(2016):27-36.
Dargahi, H., Khosravi, S.H. 2010. Hospitals Pharmacy Quality Assurance System Assessment in Tehran University of Medical Sciences, Iran. Iranian Journal of Public Health. 39(4):102-113.
Government of the Republic of Indonesia. 2009. Law No. 44 about Hospitals.
Insani, S.D., Hakim, L., Widyaningrum, K. 2017. The Effect of Outpatient Pharmaceutical Service Quality on Patient Loyalty Through Patient Satisfaction of Karsa Husada General Hospital Batu. Jurnal Aplikasi Manajemen. 15(4):616-623.
Mulia, D.S. 2017. Tingkat Kepuasan Pasien Umum Rawat Jalan terhadap Kualitas Pelayanan Instalasi Farmasi RSUD Dr. Doris Sylvanus Palangka Raya. Jurnal Surya Medika. 2(2):40-48.
Supranto, J. 2001. Pengukuran Tingkat Kepuasan Pelanggan. Jakarta: Rineka Cipta.
Surur, A.S., Teni, F.S., Girmay, G., Moges, E., Tesfa, M., Abraha, M. 2015. Satisfaction of clients with the services of an outpatient pharmacy at a university hospital in northwestern Ethiopia: a cross-sectional study. BMC Health Services Research. 15:229.
Yang, S., Kim, D., Choi, H.J., Chang, M.J. 2016. A comparison of patients’ and pharmacists’ satisfaction with medication counseling provided by community pharmacies: a cross-sectional survey. BMC Health Services Research. 16:131.

Authors

Sara Surya
sar4surya@gmail.com (Primary Contact)
Sefrianita Kamal
Lusia Eka Putri
1.
Surya S, Kamal S, Putri LE. Evaluation of Patient Satisfaction Towards Pharmacy Services at Hospital Outpatient Pharmacies in Padang. Borneo J Pharm [Internet]. 2019May31 [cited 2024Mar.29];2(1):31-4. Available from: https://journal.umpr.ac.id/index.php/bjop/article/view/571

Article Details