Analisis Tingkat Kepuasan Pasien BPJS Pada Pelayanan Kefarmasian Di Apotek Klinik SATKES PUSDOKKES MABES POLRI

Service satisfaction is achieved if what the patient gets exceeds what is expected. This study to determine the level of BPJS patient satisfaction and dimensions affect the level of satisfaction with pharmaceutical services provided in Drugstore Clinic Satkes Pusdokkes Headquarter Police. This reasearch was conducted the data of patients who were treated and carried out in cross sectional, by distribution questioner and analyzed descriptive. Reasearch subjects were teken by quota sampling technique. The level of satisfaction of this study was measured based on five dimensions of service quality and analyzed using percentase and likert scalet. The results of the showed that patients who were treated at the Drugstore Clinic Satkes Pusdokkes Headquarter Police were satisfied with the services provided by the services provided Keyword : Satisfaction level, pharmaceutical services, BPJS

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EVALUASI TINGKAT KEPUASAN PASIEN TERHADAP PELAYANAN KEFARMASIAN DI KLINIK X MENGGUNAKAN APLIKASI E-SERVQUAL BERBASIS WEB

Jurnal Riset Kefarmasian Indonesia ◽

10.33759/jrki.v1i3.52 ◽

2019 ◽

Vol 1 (3) ◽

pp. 210-224

Author(s):

Leonov Rianto ◽

Gilang Al'Qarana ◽

Alifa Sabrina

Keyword(s):

Patient Satisfaction ◽

Customer Satisfaction ◽

Service Quality ◽

Quantitative Methods ◽

Study Data ◽

Pharmaceutical Services ◽

Pharmacy Services ◽

Five Dimensions ◽

Goods And Services ◽

Level Of Satisfaction

In an effort to improve the quality of service, patient satisfaction can be measured by the SERVQUAL (SERVICE QUALITY) method by making a comprehensive customer satisfaction assessment survey for services in the field of goods and services that prioritize pharmaceutical services. Customer satisfaction analysis is based on five dimensions of service quality, namely responsiveness, reliability, assurance, empathy, and tangible. The formulation of the problem in this study wanted to find out how patient satisfaction with pharmacy services in clinic X. The purpose of this study was to describe patient satisfaction with pharmacy services in clinic X. Using descriptive quantitative methods to determine the level of patient satisfaction with pharmaceutical services using questionnaires as instruments Study data on patient visits were treated at 3 months beginning in 2018 in January 2,970 patients, February 2,868 patients, and March 3,304 patients. Based on data that has been recapitulated in a system by web-based e-SERVQUAL application and its validity has been tested, the percentage of each variable is evenly distributed in the range of 70%, on the dimensions of attitude and appearance. , 20% of patients were satisfied, in the dimension of drug waiting time, 73.90% of patients were satisfied, on the assurance dimension 74.45% of patients were satisfied, on the dimensions of empathy satisfied patients were 73.50%, on the dimensions of facilities and patient facilities were satisfied , 87%. From these results, the patient is satisfied with the overall dimensions of service, the greatest level of satisfaction is in the dimensions of attitude and appearance, and the smallest level of satisfaction is on the dimensions of facilities and facilities, it can be concluded that the percentage of 74.14% is in the predicate satisfied.

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The Relationship Of Demand Utilization Of Health Service With Patient Satisfaction At Inpatient Care Unit Of Anuntaloko General Hospital

Preventif : Jurnal Kesehatan Masyarakat ◽

10.22487/preventif.v10i1.115 ◽

2020 ◽

Vol 10 (1) ◽

pp. 1-12

Author(s):

Dwi Sitti Oktania

Keyword(s):

Patient Satisfaction ◽

Health Service ◽

Service Quality ◽

General Hospital ◽

Inpatient Care ◽

Sampling Technique ◽

Cross Sectional Study ◽

Cross Sectional ◽

Referral Center

Hospital is a comprehensive form of health service institution, includes aspects of promotive, preventive, curative and rehabilitation, as well as a public health referral center. Demand on healthcare service theory consists of revenue, visit cost and service quality. Anuntaloko Regional General Hospital Parigi Moutong Regency is a referral center and regionalization hospital in Central Sulawesi Province, which the number of visits in 2016 to 2018 in a row were 19.186, 10.971 and 12.954. The study was purposed to determined Relation Between Requests for Use of Health Service and Patient Satisfaction on Inpatient Care Unit at Anuntaloko Regional General Hospital Parigi Moutong Regency. This was a quatitative analysis research with the cross sectional study approach. The population was patients on Inpatient Care Unit of Anuntaloko Regional General Hospital which amounted to 12.954 sampels and through purposive sampling technique. Data was analyzed univariate and bivariate variables using Chi-Square Test. The results showed that there are relation between revenue (p=0,002), visit cost (p=0,002) and service quality (p=0,000) with patients satisfaction on Inpatient Care Unit at Anuntaloko Regional General Hospital Parigi Moutong Regency. The Anuntaloko Regional General Hospital Parigi Moutong Regency is expected to observe routinly so that maintaining the service quality of the good things and improving the service quality of the lack variabels.

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Hubungan Mutu Pelayanan Keperawatan dengan Tingkat Kepuasan Pasien di Ruang Asoka RSUD Dr. R. Koesma Tuban

ARTERI : Jurnal Ilmu Kesehatan ◽

10.37148/arteri.v1i1.7 ◽

2019 ◽

Vol 1 (1) ◽

pp. 85-93

Author(s):

Tiara Putri Ryandini ◽

Lukman Hakim

Keyword(s):

Patient Satisfaction ◽

Rank Correlation ◽

Sampling Technique ◽

Simple Random Sampling ◽

Cross Sectional ◽

Correlation Test ◽

Nursing Services ◽

Level Of Satisfaction ◽

Quality Of Nursing

The lack of patient satisfaction is due to the increasing demands of the patient's needs, but this is not accompanied by improvements in nurses' actions. If the customer feels dissatisfied with a service provided, then that service can be ascertained to be ineffective and inefficient. This is especially important for public services. Providing services to the community as done by RSUD Dr. R. Koesma Tuban, needs to get attention, especially in the quality of services to suit the needs and expectations of the community. This study focuses on the quality of nursing services and the level of patient satisfaction in the Asoka Hospital Dr. R. Koesma Tuban. This study aims to determine the relationship between the quality of nursing services with the level of patient satisfaction in the Asoka Hospital Dr. R. Koesma Tuban. This study uses analytic survey research with cross sectional approach, while the data analysis used is the Spearman Rank correlation test. The population used in this study were patients in the Asoka room of RSUD dr. R. Koesma Tuban who fit the inclusion criteria as many as 155, with a large sample of 112 respondents using a simple random sampling technique. The results showed that most patients were quite satisfied with the quite good nursing services. Spearmen Correlation Test Results (rs) obtained, the variable quality of nursing services (p <0.05) has a relationship to the level of patient satisfaction with moderate correlation (r = 0.476) and the direction of the positive correlation which means the better the quality of nursing services, the higher the level of satisfaction patient.Almost half of the nurses at Asoka Room RSUD dr. R. Koesma Tuba have a good quality nursing service. Almost half of the patient at Asoka Room RSUD dr. R. Koesma Tuban feel satisfy with nurse’s service; there is a correlation between the quality of nurse service and the level of patient satisfaction at Asoka Room RSUD dr. R. Koesma Tuban.

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ANALISIS TINGKAT KEPUASAN PASIEN TERHADAP MUTU PELAYANAN RUMAH SAKIT BERDASARKAN METODE SERVICE QUALITY (SERVQUAL)

JURNAL KEPERAWATAN DAN FISIOTERAPI (JKF) ◽

10.35451/jkf.v3i1.522 ◽

2020 ◽

Vol 3 (1) ◽

pp. 58-64

Author(s):

Beny Irawan ◽

Raden Aldri Kurnia ◽

Erwin Daniel Sitanggang ◽

Sayed Achmady

Keyword(s):

Patient Satisfaction ◽

Data Collection ◽

Service Quality ◽

Random Sampling ◽

Satisfaction Level ◽

Probability Sampling ◽

Physical Evidence ◽

Level Of Satisfaction ◽

Improve Service Quality

Measuring the level of patient satisfaction at the hospital is done to measure the performance of the services provided. In measuring the level of satisfaction in the March 2020 period at the GrandMed hospital, it involved 98 inpatients as a sample of a population of 129 patients. The data collection techniques used were non-probability sampling with purposive random sampling and purposive random sampling. By using the servqual method, as a whole, it is by the expectation with a satisfaction level gap score of 0.10 with a patient satisfaction level of 53.06%. In the dimension of the gap score is 0.22 for the Assurance variable, 0.16 for the Physical Evidence variable, 0.12 for the Empathy variable, 0.08 for the Reliability variable, and -0.08 for the Responsiveness variable. To improve service quality, it is necessary to improve the performance of the attributes of the statement, especially those in the reliability dimension.

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Metode Fuzzy Servqual Dalam Mengukur Kepuasan Pasien Terhadap Kualitas Layanan BPJS Kesehatan

Jurnal Informatika ◽

10.31311/ji.v5i1.2944 ◽

2018 ◽

Vol 5 (1) ◽

pp. 90-101

Author(s):

Entin Sutinah ◽

Odilia Rosdiana Simamora

Keyword(s):

Quality Of Service ◽

Patient Satisfaction ◽

Health Services ◽

Service Quality ◽

General Hospital ◽

Five Dimensions ◽

Physical Evidence ◽

Level Of Satisfaction ◽

Improve Service Quality

Abstrak Kurangnya kualitas pelayanan menjadi salah satu kendala terhadap tingkat kepuasan pasien. Pihak rumah sakit juga sering kali kesulitan dalam mengukur kualitas pelayanannya. Tujuan penelitian ini adalah untuk mengetahui tingkat kepuasan pasien yang menggunakan layanan BPJS Kesehatan di Rumah Sakit Umum Daerah Dr. H. Kumpulan Pane. Pengukuran kualitas pelayanan dilakukan dengan metode Fuzzy servqual. Kualitas pelayanan menggunakan lima dimensi yang terdapat dalam servqual yaitu tangibles (bukti fisik), reliability (keandalan), responsiveness (daya tanggap), assurance (jaminan), emphaty (empati). Hasil penelitian ini menunjukkan bahwa nilai gap dari kelima dimensi memiliki nilai negatif. Yang artinya kualitas pelayanan di dapatkan belum sesuai dengan yang diharapkan oleh pasien BPJS Kesehatan. Nilai gap tertinggi adalah dimensi emphaty (empati) dengan nilai gap sebesar 0.15 dan nilai gap terendah adalah dimensi tangibles (bukti fisik) dengan nilai gap 0.49. dengan demikian dapat diketahui bahwa dimensi tangibles (bukti fisik) ini yang menjadi perhatian untuk dapat meningkatkan kualitas pelayanan. Kata Kunci : Fuzzy, Kepuasan, Pelayanan, Servqual Abstract Lack of quality of service becomes one of the obstacles to the level of patient satisfaction. The hospital is also often difficult to measure the quality of service. The purpose of this study is to determine the level of satisfaction of patients who use BPJS Health services in the Regional General Hospital Dr. H. Collection Pane. Measurement of service quality is done by Fuzzy servqual method. Service quality uses the five dimensions contained in the servqual are tangibles (physical evidence), reliability, responseiveness, assurance, empathy. The results of this study indicate that the gap value of the five dimensions has a negative value. Which means the quality of service is not in accordance with the expected by the patient BPJS Health. The highest gap value is the empathy dimension with the gap value of 0.15 and the lowest gap is the dimension of tangibles (physical proof) with the gap value of 0.49. thus it can be seen that the dimensions of tangibles (physical evidence) is of concern to improve service quality. Keywords: Fuzzy, Satisfaction, Service, Servqual

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Pengaruh Pelayanan SDM Terhadap Tingkat Kepuasan Pasien di Pelayanan Rawat Jalan RS X Jambi (Analisis Perbandingan Pasien Umum dan BPJS)

Jurnal Ilmiah Universitas Batanghari Jambi ◽

10.33087/jiubj.v18i2.484 ◽

2018 ◽

Vol 18 (2) ◽

pp. 401

Author(s):

Ririn Noviyanti Putri

Keyword(s):

Patient Satisfaction ◽

Human Resources ◽

Code Of Ethics ◽

Hospital Staff ◽

Satisfaction Level ◽

Job Status ◽

Chi Square ◽

Cross Sectional ◽

Level Of Satisfaction ◽

Pdca Cycle

Health services require hospitals to provide quality services in accordance with the needs and desires of patients with reference to the code of ethics profession. Hospital demand in providing good service quality can improve the degree of patient satisfaction. Patient satisfaction is a common problem that often occurs in the hospital. This study aims to determine the effect of human resources service on patient satisfaction and see the ratio of the level of satisfaction between general patients and BPJS. This research is a comparative and with cross sectional approach. The sample in this study were general patients and BPJS who treated in outpatient installation as 108 respondents using chi-square statistical test and T test. The results showed that there were eight variables related to patient satisfaction level, namely educational level (p=0,0001), job status (p=0.0001), membership status (p=0,001), Service of human resources (p=0.0001), Service procedures (p=0.0001), Service of pharmacy (p=0.0001), Comfort (p=0,012), And patient relationship with hospital staff (p=0,0001) and there was difference of satisfaction level between general patient and BPJS (p=0.0001). Human resources services affect the level of patient satisfaction and there is difference of satisfaction level between general patient and BPJS. Suggestions for hospitals to continuously evaluate services by implementing the Plan Do Check Act (PDCA) cycle, so that the shortcomings that occur during the service process can continue to be minimized.

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Nursing Service Quality based on RATER Dimension

Jurnal Ners dan Kebidanan (Journal of Ners and Midwifery) ◽

10.26699/jnk.v1i1.art.p069-073 ◽

2014 ◽

Vol 1 (1) ◽

pp. 069-073

Author(s):

Suprajitno Suprajitno ◽

Mujito Mujito ◽

Eva Latifa Lestari Dewi S

Keyword(s):

Patient Satisfaction ◽

Service Quality ◽

Sampling Technique ◽

Care Quality ◽

Structured Interviews ◽

Nursing Service ◽

Nursing Care Quality ◽

Quota Sampling ◽

Patient’S Expectation

The quality of service have to be started from the need of patient and ended on patient satisfaction. Nursing service can be evaluated by patient satisfaction with RATER dimension. Method: Research design was descriptive exploratorative. Research subject was 30 patients whose check in Poli Penyakit Dalam RSD Mardi Waluyo Blitar, and who was selected using quota sampling technique. Collecting data was structured interviews with help the check list. The interviewer only puts the sign of Ö (check) at appropriate patient answer. Instrument of data collecting was 20 questions items based on the quality of RATER dimension. Result: The nursing service quality in Poli Penyakit Dalam RSD Mardi Waluyo Blitar based on RATER dimension was in bravo position, which means what the customers got is suitable with the patient’s expectation. Discussion: To maintain and improve the quality of nursing care quality, assessment needs to be done periodically and enhanced for in-patient ward.

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Kepuasan Pasien Terhadap Kualitas Pelayanan Di Apotek Leontin Farma BSD Maret – April Tahun 2020

Edu Masda Journal ◽

10.52118/edumasda.v5i1.114 ◽

2021 ◽

Vol 5 (1) ◽

pp. 33

Author(s):

Gina Aulia ◽

Holidah Holidah ◽

Liswati Friana Sipayung

Keyword(s):

Patient Satisfaction ◽

Government Regulation ◽

Pharmaceutical Preparation ◽

Sampling Technique ◽

Service Level ◽

Pharmaceutical Services ◽

Assessment System ◽

Male Patients ◽

Quota Sampling

A Drugstore is where the pharmacists practice as pharmaceutical service facility. Based on Indonesia government regulation no. 51, year 2009, Pharmaceutical services is a direct responsible services to the patience regarding pharmaceutical preparation. The purpose of this study is to determine of patient satisfactory regarding Pharmaceutical services based on reliability, responsiveness, assurance, empathy, and appearances dimension. The type of this research is a descriptive study by giving a questionnaire about the assessment patient satisfaction with pharmaceutical services to 100 respondents who came to Leontin Farma BSD drugstore with Quota Sampling technique. Based on results obtained 58% male patients. Most patient visits by age were 42-59 years as many as 35 patients. As for assessment system about description of patient satisfaction with pharmaceutical services based on the 5-dimensional questionnaire in the reliability section, 100% very satisfied; responsiveness, 100% is very satisfied; assurance,100% very satisfied; empathy, 100% very satisfied and appearance with 100% were very satisfied.Therefore, the results on patient satisfaction with pharmaceutical services at Leontin Farma the BSD drugstore in March-April 2020 are 100% with a very satisfied category. In the future hopefully the pharmacy officer can be more friendly with pharmaceutical services since can affects the quality of the drugstore.Keywords: Patient satisfaction;Pharmacy service level;Pharmacy ABSTRAKApotek merupakan tempat apoteker melaksanakan praktik kefarmasian. elayanan kefarmasian secara langsung bertanggungjawab terhadap pasien yang berkaitan dengan sediaan farmasi. Tujuan penelitian ini untuk mengetahui kepuasan pasien terhadap pelayanan kefarmasian didasarkan dari dimensi kehandalan, ketanggapan, jaminan, empati, dan penampilan. Jenis penelitian yang digunakan yaitu penelitian deskriptif dengan memberikan kuisioner tentang penilaian kepuasan pasien terhadap pelayanan kefarmasian kepada 100 responden yang datang ke Apotek Leontin Farma BSD dengan teknik Quota Sampling. Berdasarkan hasil penelitian, 58% pasien laki-laki. Kunjungan pasien terbanyak berdasarkan usia adalah 42-59 tahun berjumlah 35 pasien. Sedangkan untuk sistem penilaian tentang kepuasan pasien terhadap pelayanan kefarmasian berdasarkan kuisioner 5 dimensi pada bagian kehandalan adalah 100% kategori sangat puas, ketanggapan 100% kategori sangat puas, jaminan adalah sebanyak 100% kategori sangat puas, empati sebanyak 100% kategori sangat puas serta penampilan sebanyak 100% kategori sangat puas. Sehingga presentase hasil penelitian mengenai kepuasan pasien terhadap pelayanan kefarmasian di Apotek Leontin Farma BSD periode Maret-April Tahun 2020 adalah sebesar 100% dengan kategori sangat puas. Harapan untuk kedepannya kepada staf Apotek tersebut untuk lebih bersikap sopan dan ramah dalam melaksanakan pelayanan karena berpengaruh terhadap kualitas Apotek.Kata Kunci: Kepuasan pasien;Tingkat pelayanan kefarmasian;Apotek;

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The Effect of Service Quality and Facilities on Patient Satisfaction (Study at the Tanah Sepenggal Health Center in Bungo District)

International Journal of Human Resource Studies ◽

10.5296/ijhrs.v10i3.15744 ◽

2020 ◽

Vol 10 (3) ◽

pp. 190

Author(s):

Tarjo Tarjo

Keyword(s):

Patient Satisfaction ◽

Service Quality ◽

Health Center ◽

Community Health Center ◽

Sampling Technique ◽

Statistical Test ◽

Test Results ◽

Cross Sectional ◽

Study Population ◽

Positive Effect

This study was to examine and explain the effect of service quality and facilities on patient satisfaction in the Tanah Sepenggal Community Health Center in Bungo Regency, Jambi Province. The research method used is cross-sectional. The study population was all patients while the sample was 120 respondents but 98 respondents could be tested because there were 22 instruments that were not filled in completely so they were not included in the analysis. The sampling technique uses confinance sampling. The data analysis method uses multiple linear regressions with the help of the IBM SPSS Statistics version 20 of the software.The statistical test results partially service quality variables consisting of tangible (X1), reliability (X2) responsiveness (X3) assurance (X4) empathy (X5) have no significant effect on patient satisfaction and facilities (X6) have a significant positive effect on patient satisfaction. Statistical test results simultaneously have a positive and significant effect on patient satisfaction.

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The Health Tourists' Satisfaction Level of Services Provided: A Cross-Sectional Study in Iran

Global Journal of Health Science ◽

10.5539/gjhs.v8n9p294 ◽

2016 ◽

Vol 8 (9) ◽

pp. 294 ◽

Cited By ~ 1

Author(s):

Ali Mohammad Varzi ◽

Koroush Saki ◽

Khalil Momeni ◽

Ghasem Rajabi Vasokolaei ◽

Zahra Khodakaramifard ◽

...

Keyword(s):

Health Care ◽

Patient Satisfaction ◽

Health Care Quality ◽

Cross Sectional Study ◽

Care Quality ◽

Management Approach ◽

Satisfaction Level ◽

Medical Sciences ◽

Cross Sectional ◽

Level Of Satisfaction

INTRODUCTION: Patient satisfaction with provided services is used as an indicator of health care quality. Patient satisfaction is defined as patient perception of provided care compared to expected care. This study was administered to evaluate the health tourists' satisfaction of provided services in Lorestan University of Medical Sciences affiliated hospitals in 2015. METHOD: In this descriptive case study, 1800 (696 (54.4 %) men and 812 (45.6 % ) women, 74.5 province native) patients were selected by random sampling from among the patients of Lorestan University of Medical Sciences affiliated hospitals in 2015 spring. The data collection instrument is a semi-structured questionnaire in this study. The questionnaire has 62 general and specific items. Each of the specific items is scaled on four points; satisfied, fairly satisfied, dissatisfied and O.K.. In order to analyze the data both descriptive and inferential statistics were used.RESULTS: Poldokhtar Imam Khomeini Hospital had the highest Level of satisfaction of 68 percent in all aspects (hoteling, discharge, paramedical, nurses, medical and admission) among the studied hospitals. Kuhdasht Imam Khomeini hospital had the lowest level of satisfaction of 53 percent. The overall satisfaction level in all hospitals was 61%. DISCUSSION & CONCLUSION: Despite the shortcomings observed in different areas, the results of the present study are in an intermediate status compared to other studies. While treating patients, patient-centered issue and patients ‘need and preferences should be focused on to enhance health care quality. Considering Patients preferences not only are morally good but also lead to improved care and access to sustainable care practices. Therefore it is needed to drive organizational management approach toward the customer preferences management and needs.

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