PENGARUH KUALITAS PELAYANAN APOTEK TERHADAP TINGKAT KEPUASAN PASIEN RAWAT JALAN DI PUSKESMAS X KOTA PADANG

Abstract

Abstrak
Kepuasan suatu keadaan dimana kebutuhan, keinginan, dan harapan pasien dapat terpenuhi
melalui produk yang diberikan. Permasalahan diapotek antara lain lamanya waktu penyiapan
obat, label obat yang kurang lengkap, informasi obat yang tidak lengkap, antrean panjang, dan
sumber daya manusia yang kurang. Penelitian ini bertujuan untuk mengetahui tingkat kepuasan
kualitas pelayanan terhadap apotek poliklinik rawat jalan di puskesmas X kota Padang. Desain
Penelitian cross sectional. sampel dengan Non Probability Sampling secara accidental sampling
berjumlah 67 orang. Data diolah uji Chi-square. Hasil penelitian diperoleh lebih dari separuh
(50,7%) pasien rawat jalan menyatakan kurang puas, (52,2%) menyatakan bukti fisik baik,
(55,2) menyatakan kehandalan kurang baik, (53,7%) menyatakan daya tanggap kurang baik,
(50,7%) menyatakan jaminan baik, (55,2%) menyatakan empati kurang baik, Ada hubungan
yang signifikan antara bukti fisik yang tersedia, kehandalan petugas, daya tanggap petugas,
jaminan dan empati petugas dengan tingkat kepuasan rawat jalan poliklinik di puskesmas Kota
Padang X. Dengan ini puskesmas diharapkan membenahi semua aspek yang menyebabkan
pasien rawat jalan merasa tidak nyaman over the line, dengan melakukan kegiatan edukasi dan
pelatihan tambahan bagi petugas di apotek, perlunya penambahan petugas petugas apoteker,
serta lebih sigap dalam melayani lebih banyak pasien, meluangkan waktu dalam
mendeskripsikan obat, lebih baik memberikan rasa ingin membantu dengan penuh perhatian
kepada pasien yang memiliki masalah, dan untuk peneliti selanjutnya menggali lebih dalam
tentang masalah petugas di apotek.
Kata Kunci : Kualitas Pelayanan, Paien Rawat Jalan.Tingkat Kepuasan,
THE INFLUENCE OF PHARMAKER SERVICE QUALITY ON THE LEVEL OF OUTPATIENT
SATISFACTION AT PUSKESMAS X, PADANG CITY
ABSTRACT
Satisfaction is a condition in which the patient's needs, desires, and expectations can be fulfilled
through the product provided. Problems at the pharmacy include the length of time it takes to
prepare the drug, incomplete drug labels, incomplete drug information, long queues, and
inadequate human resources. This study aims to determine the level of service quality
satisfaction for outpatient polyclinic pharmacies in Puskesmas X Padang city. Cross-sectional
research design. the sample with Non-Probability Sampling by accidental sampling is 67 people.
Data were processed by Chi-square test. The results showed that more than half (50.7%) of
outpatients stated that they were not satisfied, (52.2%) stated that the physical evidence was
good, (55.2) stated that reliability was not good, (53.7%) stated that responsiveness was lacking
good, (50.7%) stated that the guarantee was good, (55.2%) stated that empathy was not good.
There was a significant relationship between available physical evidence, staff reliability, officer
responsiveness, assurance, and employee empathy with the level of outpatient polyclinic
satisfaction in the Padang X City Health Center. With this the Puskesmas is expected to fix all
aspects that cause outpatients to feel uncomfortable over the line, by carrying out additional
educational and training activities for officers at the pharmacy, the need for additional
pharmacist officers, and being more alert in serving more patients, take the time to describe the
drug, it is better to provide a sense of eager to help with concern for patients who have
problems, and for future researchers to dig deeper nature about the problem of officers in the
pharmacy.
Keywords: Outpatient, Satisfaction Level, Service quality