scholarly journals TINGKAT KEPUASAN PASIEN TERHADAP KUALITAS PELAYANAN OBAT DI INSTALASI FARMASI RUMAH SAKIT ROBERT WOLTER MONGISIDI MANADO

PHARMACON ◽  
2019 ◽  
Vol 8 (4) ◽  
pp. 945
Author(s):  
Ni Wayan M. Juliawati ◽  
Gayatri Citraningtyas ◽  
Imam Jayanto
Keyword(s):  
Patient Satisfaction ◽  
Data Collection ◽  
Service Providers ◽  
Waiting Times ◽  
Community Satisfaction ◽  
Prospective Data ◽  
Satisfaction Index ◽  
Descriptive Research ◽  
Index Value

ABSTRACTHospitals as service providers are required to be able to provide the best services such as facilities, waiting times for drugs, and counseling to achieve community satisfaction. This study aims to determine the level of patient satisfaction with the quality of drug services at the Pharmacy Installation of Robert Wolter Mongisidi Hospital, Manado. This research is a type of descriptive research with prospective data collection. The number of samples was 383 people. Using research instruments in the from of questionsnaire using the SPSS program. The results obtained by the overall satisfaction index value of -0.33. Satisfaction indexes in each dimension are : tangibles -0.10; empathy -0,21; reliability -0.28; responsiveness -0.5; and assurance -0.56. The conclusion shows that outpatient BPJS patients have not been satisfied with the sevices provided at the Pharmacy Installation of Robert Wolter Mongisidi Hospital, Manado.   Keywords : Patient Satisfaction, Service Quality, Outpatient, Robert Wolter Mongisidi Hospital Manado. ABSTRAKRumah sakit selaku penyedia jasa dituntut untuk dapat memberikan pelayanan yang terbaik seperti fasilitas, waktu tunggu obat, dan konseling untuk mencapai kepuasan masyarakat. Penelitian ini bertujuan untuk mengetahui tingkat kepuasan pasien terhadap kualitas pelayanan obat di Instalasi Farmasi Rumah Sakit Robert Wolter Monginsidi Manado. Penelitian ini merupakan jenis penelitian deskriptif dengan pengambilan data secara prospektif. Jumlah sampel sebanyak 383 orang. Proses pengumpulan data dilakukan dengan menggunakan instrumen penelitian dalam bentuk  kuisioner. Uji validitas dan reliabilitas kuisioner menggunakan program SPSS. Hasil penelitian diperoleh nilai indeks kepuasan secara keseluruhan sebesar -0,33. Indeks kepuasan pada setiap dimensi berturut-turut antara lain : tangibles -0,10; empathy -0,21; reliability -0,28; responsivenes -0,5; dan assurance -0,56. Kesimpulan menunjukan pasien peserta BPJS rawat jalan belum merasa puas terhadap pelayanan yang diberikan di Instalasi Farmasi Rumah Sakit Robert Wolter Mongisidi Manado.Kata Kunci : Apotek, Apoteker, Standar Pelayanan Kefarmasian.

scholarly journals Hubungan Kualitas Pelayanan Rawat Inap Dengan Indeks Kepuasan Masyarakat Puskesmas Wonosari

2020 ◽  
Vol 8 (2) ◽  
pp. 16-23
Author(s):  
Lilik Mulyati
Keyword(s):  
Health Center ◽  
Service Providers ◽  
Community Health Center ◽  
Bivariate Analysis ◽  
P Value ◽  
Community Satisfaction ◽  
Cross Sectional ◽  
Spearman Rank ◽  
Satisfaction Index

Community satisfaction measurements are intended to determine the level of community satisfaction with the services provided and provide an opportunity for the community to assess the services that have been received.The design of this study is quantitative with a Cross-Sectional approach. The study was conducted by involving 59 respondents taken by accidental sampling. The study was conducted in April until May 2019 at Wonosari Health Center, Bondowoso Regency. The measuring instrument used was a questionnaire, then bivariate analysis was performed with Spearman Rank Analysis, with a significance of p = 0.05. The results of the Spearman Rank statistical test with significance levels p <0.05. Obtained p-value 0,000 which means There is a Relationship between the Quality of Inpatient Services and the Wonosari Community Health Center Community Satisfaction Index with a correlation coefficient of 0.714. The quality of inpatient care results in an index of community satisfaction when receiving health services provided. The quality of this service can ultimately provide several benefits, including the establishment of harmonious relationships between service providers and customers, providing a good basis for creating customer loyalty and building a favorable recommendation for these service providers.

scholarly journals Inovasi Pelayanan Kesehatan Di Rumah Sakit Umum Daerah Kota Pariaman

2020 ◽  
Vol 8 (2) ◽  
pp. 167
Author(s):  
Bobi Rizki Ananda ◽  
Roni Ekha Putera ◽  
Ria Ariany
Keyword(s):  
Qualitative Research ◽  
Data Collection ◽  
General Hospital ◽  
Health Sector ◽  
District General Hospital ◽  
Quality Of Services ◽  
Community Satisfaction ◽  
Satisfaction Index ◽  
The City

TThis study aims to explain service innovations in the health sector that have been carried out by the Pariaman District General Hospital so that the services provided to the community are better. So far what has happened in the city is the presence of bad services performed by various existing hospitals in the regions so that there are people who complain about these health services. This study uses qualitative research methods with data collection techniques through interviews, observation and documentation. The informants came from the hospital and the community who performed the service. The results of this study indicate that the Pariaman Regional General Hospital has been innovating as a form of effort of the Pariaman Regional General Hospital in facilitating matters of service to the community, with the existence of innovations in the Pariaman Regional General Hospital since 2018, the quality of services has increased, things this is proven by the Community Satisfaction Index (IKM) in 2018 which is outstanding value. Penelitian ini bertujuan untuk menjelaskan inovasi–inovasi pelayanan di bidang kesehatan yang telah dilakukan oleh Rumah Sakit Umum Daerah Pariaman sehingga pelayanan yang diberikan kepada masyarakat menjadi lebih baik. Selama ini yang terjadi di masyarakat adalah terdapatnya pelayanan buruk yang dilakukan oleh berbagai rumah sakit yang ada di daerah. Sehingga dengan demikian ada masyarakat yang mengeluhkan pelayanan kesehatan tersebut. Penelitian ini menggunakan metode penelitian kualitatif dengan Teknik pengumpulan data melalui wawancara, observasi dan dokumentasi. Informan berasal dari pihak rumah sakit dan masyarakat yang melakukan layanan. Adapun hasil dari penelitian ini menunjukkan bahwa Rumah Sakit Umum Daerah Pariaman telah melakukan inovasi sebagai bentuk upaya Rumah Sakit Umum Daerah Pariaman dalam mempermudah urusan pelayanan kepada masyarakat. Dengan adanya inovasi di Rumah Sakit Umum Daerah Pariaman tersebut semenjak tahun 2018, kualitas pelayanan semakin meningkat, hal ini dibuktikan dengan Indek Kepuasan Masyarakat (IKM) pada tahun 2018 yang bernilai sangat baik. 

scholarly journals Community Service Satisfaction Index Information System Using the Web-Based CSS Method (Community Satisfaction Survey) at Statistics Center in Tapaktuan

2021 ◽  
Vol 6 (2) ◽  
pp. 74-82
Author(s):  
Salya Rater ◽  
Fardiansyah ◽  
Safrijah
Keyword(s):  
Service Quality ◽  
Community Service ◽  
Public Service ◽  
Service Providers ◽  
Service Performance ◽  
Service Satisfaction ◽  
Satisfaction Survey ◽  
Community Satisfaction ◽  
Satisfaction Index

The Community Satisfaction Index (CSI) is data and information about the level of community satisfaction from quantitative and qualitative measurement results in obtaining services from public service administrators by comparing their expectations and needs. Public service providers, community service units are faced with many related things. This application system uses the Community Satisfaction Survey (CSS) method, which is an activity carried out using a questionnaire as a research instrument. Community satisfaction services held are not aimed at seeking profit but must prioritize service quality in accordance with the demands, expectations and needs of the people being served. Public service providers are faced with many things related to improving service quality through good performance and  quality of product. And this public service dominates the related agencies. To measure the performance of public service units, elements / indicators are needed to provide an assessment of the performance results of public service units. This system is designed to find out the results of public service performance at the Central Statistics Agency (BPS) in Tapaktuan which is measured based on the unknown Public Service Satisfaction Index. The Community Satisfaction Index (CSI) system aims to determine the level of service performance in Tapaktuan Central Statistics Agency (BPS) in providing services to the community, as well as a vehicle for absorbing community aspirations in the form of suggestions, hopes, as well as complaints about the services that have been provided so far. to be used as guidelines for policy makers, programs and strategies for improving services. One of the efforts to improve the quality of public services as mandated in the Republic of Indonesia Law Number 25 year 2000 concerning the National Development Program, in the Decree of the Minister of State Apparatus Empowerment Number 14 of 2017 concerning guidelines for preparing community satisfaction surveys of public service administration units.

scholarly journals ANALYSIS OF PUBLIC SATISFACTION IN DPMPTSP NAKER OF PANGKALPINANG CITY

2019 ◽  
Vol 3 (02) ◽  
pp. 46
Author(s):  
Devi Valeriani ◽  
Dian Prihardini Wibawa ◽  
Aning Kesuma Putri ◽  
Nanang Wahyudin
Keyword(s):  
Public Service ◽  
Public Services ◽  
Service Providers ◽  
Satisfaction Survey ◽  
Community Satisfaction ◽  
Cooperation Agreement ◽  
The Public ◽  
Service Unit ◽  
Satisfaction Index

<p><em>The quality of public service performance has a broad impact in various parts live, especially to achieve public welfare. Therefore the efforts to improve public services must be conducted continuously by  Dinas Penanaman Modal Pelayanan Terpadu Satu Pintu dan Tenaga Kerja (DPMPTSP NAKER) of Pangkalpinang. The Efforts to improve the quality of services must be conducted jointly, integrated, programmed, directed, and consistent by paying attention to the needs and expectations of the public, so that the services provided to the community can be given appropriately, quickly, cheaply, openly, simply and easily implemented. The purpose of the Community Satisfaction Index Survey preparation is to find out the performance of DinasPenanaman  Modal Pelayanan Terpadu Satu Pintu dan Tenaga Kerja of Pangkalpinang which will be used as a basis for making and establishing policies in order to improve the quality of public services.</em></p><p><em>The Survey of Community Satisfaction Index (IKM) is made refers to the provisions of  Peraturan Menteri Pendayagunaan Aparatur Negara dan Reformasi Birokrasi Republik Indonesia Number 14 Year2017 concerning Guidelines for Preparing the Community Satisfaction Survey of Public Service  Providers Units of at least 9 SKM Elements. The respondents of the survey were the people who were applying for licensing at DPMPTSP NAKER of Pangkalpinang amounted to 224 people. The Community Satisfaction Index Survey is collaborating with University of Bangka Belitung through the Institute for Research and Community Service (LPPM), which is formulated through a cooperation agreement with the service provider of Dinas Penanaman Modal Pelayanan Terpadu Satu Pintu dan Tenaga Kerja of Pangkalpinang.</em></p><p><em>Based on the results of the IKM survey with 9 elements, obtained the value of the service element which has the lowest value is the element of Requirement (U1) with a value of 3.193 and the element that has the highest value is the Cost / Tariff (U4) of 3.767. The community satisfaction survey in the DinasPenanaman Modal Pelayanan Terpadu Satu Pintu dan Tenaga Kerja of Pangkalpinang with a weighted NRR of 3.374 was converted into the public satisfaction index at a service unit of 84.36, which was categorized into B or good.</em><em></em></p><p><strong><em>Keywords:</em></strong><em> </em><em>Community Satisfaction Index</em><em>, </em><em>Public Satisfaction, Public Service</em><em></em></p>

scholarly journals ANALISIS TINGKAT KEPUASAN PASIEN RAWAT JALAN TERHADAP KUALITAS PELAYANAN OBAT DI INSTALASI FARMASI RSUD LIUN KENDAGE TAHUNA

PHARMACON ◽  
2019 ◽  
Vol 8 (2) ◽  
pp. 406
Author(s):  
Jesica Nangaro ◽  
Gayatri Citraningtyas ◽  
Sri Sudewi
Keyword(s):  
Service Quality ◽  
Primary Data ◽  
Validity And Reliability ◽  
Prospective Data ◽  
Five Dimensions ◽  
Satisfaction Index ◽  
Collection Number ◽  
Index Value ◽  
Service Paradigm

ABSTRACTGood service quality will lead to satisfaction in patients. Pharmaceutical services especially in hospitals are sued to realization the expansion of the pharmaceutical service paradigm from product orientation to patient orientation. This study aims to determine the level of outpatient satisfaction to quality of drug service in the Pharmacy Installation of Liun Kendage Tahuna Hospital based on five dimensions of service quality namely tangibles, empathy, reliability, responsiveness, and assurance. This research is a descriptive study with prospective data collection. Number of samples is 347 people, the process of collecting primary data is done using research instruments in the form of questionnaires and data processing to determine the validity and reliability of the questionnaire using SPSS 17 for Windows program. The results showed that the overall satisfaction index value was -0.63. The satisfaction index for each dimension is; tangible -0.62; empathy -0.58; reliability -0.59; responsiveness -0.59; and assurance -0.70. This shows that the worth satisfaction index is negative, which means that outpatients at the Liun Kendage Tahuna Hospital Pharmacy Installation are not yet feel satisfied with the services provided. Keywords: patient satisfaction, quality service, RSUD Liun Kendage Tahuna.ABSTRAKKualitas pelayanan yang baik akan menimbulkan kepuasan pada pasien. Pelayanan kefarmasian khususnya di rumah sakit dituntut untuk merealisasikan perluasan paradigma pelayanan kefarmasian dari orientasi produk menjadi orientasi kepada pasien. Penelitian ini bertujuan untuk mengetahui tingkat kepuasan pasien rawat jalan terhadap kualitas pelayanan obat di Instalasi Farmasi RSUD Liun Kendage Tahuna berdasarkan lima dimensi kualitas pelayanan yakni tangibles, emphaty, reliability, responsiveness, dan assurance. Penelitian ini merupakan penelitian deskriptif dengan pengambilan data secara prospektif. Jumlah sampel sebanyak 347 orang, proses pengumpulan data primer dilakukan dengan menggunakan instrumen penelitian dalam bentuk kuesioner dan pengolahan data untuk mengetahui validitas dan reliabilitas kuesioner menggunakan program SPSS 17 for windows. Hasil penelitian diperoleh nilai indeks kepuasan secara keseluruhan sebesar terbesar -0,63. Indeks kepuasan pada setiap dimensi yaitu; tangible -0,62; emphaty -0,58; reliability -0,59; responsiveness -0,59; dan assurance -0,70; Hal ini menunjukkan indeks kepuasan bernilai negatif yang berarti pasien rawat jalan di Instalasi Farmasi RSUD Liun Kendage Tahuna belum merasa puas terhadap pelayanan yang diberikan. Kata Kunci : kepuasan pasien, kualitas pelayanan, RSUD Liun Kendage Tahuna.

scholarly journals TINGKAT KEPUASAN PASIEN PESERTA JAMINAN KESEHATAN NASIONAL (JKN) RAWAT JALAN TERHADAP KUALITAS PELAYANAN OBAT DI INSTALASI FARMASI RUMAH SAKIT SILOAM MANADO

PHARMACON ◽  
2019 ◽  
Vol 8 (3) ◽  
pp. 639
Author(s):  
Elmi N. Sari ◽  
Gayatri Citraningtyas ◽  
Imam Jayanto
Keyword(s):  
Data Collection ◽  
Outpatient Care ◽  
Code Of Ethics ◽  
Primary Data ◽  
Validity And Reliability ◽  
Five Dimensions ◽  
Satisfaction Index ◽  
Level Of Satisfaction ◽  
Index Value

ABSTRACT The quality of health services is a service that can lead to satisfaction in each patient where the procedure is carried out in accordance with the standards and code of ethics that have been set. This study aims to determine the level of satisfaction of JKN participants in outpatient care on the quality of drug service in the Pharmacy Installation of Siloam Hospital, Manado based on five dimensions of service quality namely tangibles, empathy, reliability, responsiveness, and assurance. This research is a descriptive study with prospective data collection. The number of samples is 100 people. Primary data collection was conducted using questionnaires to test the validity and reliability of the questionnaire using the SPSS program. The results obtained by the overall satisfaction index value of  -0,010. Satisfaction index in each dimension respectively, among others: tangible-0,14; empathy -0,013; reliability -0,16; responsiveness 0,17; dan0,045 assurance.  The conclusion shows that the satisfaction index is negative, which means that outpatient JKN patients are not satisfied with the services provided at the Pharmacy Installation of Siloam Hospital Manado. Keywords: Patient Satisfaction, Quality of Service, Outpatient Care, Siloam Hospital, Manado.  ABSTRAK Kualitas pelayanan kesehatan adalah pelayanan yang dapat menimbulkan kepuasan pada setiap pasien dimana tata cara penyelenggarannya sesuai dengan standar dan kode etik yang telah ditetapkan. Penelitian ini bertujuan untuk mengetahui tingkat kepuasan pasien peserta JKN rawat jalan terhadap kualitas pelayanan obat di Instalasi Farmasi Rumah Sakit Siloam Manado berdasarkan lima dimensi kualitas pelayanan yakni tangibles, emphaty, reliability, responsiveness, dan assurance. Penelitian ini merupakan penelitian deskriptif dengan pengambilan data secara prospektif. Jumlah sampel sebanyak 100 orang.  Pengumpulan data primer dilakukan menggunakan kuisioner uji validitas dan reliabilitas kuisioner menggunakan program SPSS. Hasil penelitian diperoleh nilai indeks kepuasan secara keseluruhan sebesar -0,010. Indeks kepuasan pada setiap dimensi berturut-turut antara lain: tangible -0,14; emphaty -0,013; reliability -0,16; responsiveness 0,17; dan assurance 0,045.  Kesimpulannya menunjukkan indeks kepuasan bernilai negatif yang berarti pasien peserta JKN rawat jalan belum merasa puas terhadap pelayanan yang diberikan di Instalasi Farmasi Rumah Sakit Siloam  Manado. Kata Kunci: Kepuasan  Pasien, kualitas Pelayanan, Rawat Jalan, Rumah Sakit Siloam Manado.

scholarly journals Patient satisfaction with healthcare services: Bangladesh perspective

2020 ◽  
Vol 9 (1) ◽  
pp. 34
Author(s):  
Absul Kader Mohiuddin
Keyword(s):  
Patient Satisfaction ◽  
Service Providers ◽  
Waiting Times ◽  
Healthcare Providers ◽  
Quality Of Healthcare ◽  
Healthcare Services ◽  
Poor Quality ◽  
Access To Health Services ◽  
Long Distance

<p>Patient satisfaction is a useful measure for providing a quality benchmark for healthcare services. Concern about the quality of healthcare services in Bangladesh has led to a loss of confidence in healthcare providers, low use of public health facilities and increased outflows of patients from Bangladesh to hospitals abroad. The key obstacles to access to health services are insufficient infrastructure and poor quality of existing facilities, lack of medical equipment, scarcity of doctors due to high patient load, long distance to the facilities and long waiting times until facilities have been reached, very short appointment hours, lack of empathy of health professionals, their generally callous and casual attitude, aggressive pursuit of monetary gains, poor levels of competence and, occasionally, disregard for the suffering that patients endure without being able to voice their concerns-all of these service failures are reported frequently in the print media. Such failures can play a powerful role in shaping patients’ negative attitudes and dissatisfaction with healthcare service providers and healthcare itself.</p>

scholarly journals Analysis of Community Satisfaction Index About Public Services in Regol Village, Garut District, Garut Regency City

2019 ◽  
Vol 2 (2) ◽  
pp. 80-88
Author(s):  
Ikeu Kania
Keyword(s):  
Public Service ◽  
Conversion Rate ◽  
Public Services ◽  
Service Performance ◽  
Community Satisfaction ◽  
Satisfaction Index ◽  
Descriptive Research ◽  
Quantitative Descriptive ◽  
Index Value ◽  
Sampling Approach

The purpose of this study is to ascertain the availability of public services in Regol Village, Garut District, Garut Regency, as assessed by community satisfaction using the Community Index. This is a quantitative descriptive research in the sense that it analyzes the community satisfaction index and presents the facts in the form of numbers. The sampling approach employed is non-probability sampling with an element of chance. The Community Index (IKM) for Regol Village services was found to be 2.87, with a conversion rate of 71.83. Thus, public service performance falls within the area of high service quality. The certainty of service costs is the highest index, with an IKM value of 77.75, and is at a satisfactory level. Meanwhile, the indication with the lowest index value is the unpredictable speed of service and service schedule, with IKM values of 61.00 and 62.50 being less than satisfactory.

scholarly journals ANALYSIS OF PUBLIC SATISFACTION IN DPMPTSP NAKER OF PANGKALPINANG CITY

2018 ◽  
Vol 3 (2) ◽  
pp. 46
Author(s):  
Devi Valeriani ◽  
Dian Prihardini Wibawa ◽  
Aning Kesuma Putri ◽  
Nanang Wahyudin
Keyword(s):  
Public Service ◽  
Public Services ◽  
Service Providers ◽  
Satisfaction Survey ◽  
Community Satisfaction ◽  
Cooperation Agreement ◽  
The Public ◽  
Service Unit ◽  
Satisfaction Index

<p><em>The quality of public service performance has a broad impact in various parts live, especially to achieve public welfare. Therefore the efforts to improve public services must be conducted continuously by  Dinas Penanaman Modal Pelayanan Terpadu Satu Pintu dan Tenaga Kerja (DPMPTSP NAKER) of Pangkalpinang. The Efforts to improve the quality of services must be conducted jointly, integrated, programmed, directed, and consistent by paying attention to the needs and expectations of the public, so that the services provided to the community can be given appropriately, quickly, cheaply, openly, simply and easily implemented. The purpose of the Community Satisfaction Index Survey preparation is to find out the performance of DinasPenanaman  Modal Pelayanan Terpadu Satu Pintu dan Tenaga Kerja of Pangkalpinang which will be used as a basis for making and establishing policies in order to improve the quality of public services.</em></p><p><em>The Survey of Community Satisfaction Index (IKM) is made refers to the provisions of  Peraturan Menteri Pendayagunaan Aparatur Negara dan Reformasi Birokrasi Republik Indonesia Number 14 Year2017 concerning Guidelines for Preparing the Community Satisfaction Survey of Public Service  Providers Units of at least 9 SKM Elements. The respondents of the survey were the people who were applying for licensing at DPMPTSP NAKER of Pangkalpinang amounted to 224 people. The Community Satisfaction Index Survey is collaborating with University of Bangka Belitung through the Institute for Research and Community Service (LPPM), which is formulated through a cooperation agreement with the service provider of Dinas Penanaman Modal Pelayanan Terpadu Satu Pintu dan Tenaga Kerja of Pangkalpinang.</em></p><p><em>Based on the results of the IKM survey with 9 elements, obtained the value of the service element which has the lowest value is the element of Requirement (U1) with a value of 3.193 and the element that has the highest value is the Cost / Tariff (U4) of 3.767. The community satisfaction survey in the DinasPenanaman Modal Pelayanan Terpadu Satu Pintu dan Tenaga Kerja of Pangkalpinang with a weighted NRR of 3.374 was converted into the public satisfaction index at a service unit of 84.36, which was categorized into B or good.</em><em></em></p><p><strong><em>Keywords:</em></strong><em> </em><em>Community Satisfaction Index</em><em>, </em><em>Public Satisfaction, Public Service</em><em></em></p>

scholarly journals Kajian Kepuasan Pasien Akibat Sistem Antrian Pada Puskesmas Pakjo Palembang

2019 ◽  
Vol 17 (2) ◽  
pp. 72
Author(s):  
Rohmial Rohmial
Keyword(s):  
Patient Satisfaction ◽  
Health Center ◽  
Service System ◽  
Community Health Center ◽  
Queuing System ◽  
Primary Data ◽  
Community Satisfaction ◽  
Satisfaction Index ◽  
Analysis Technique ◽  
Index Value

This study was to analyze the queuing system, analyze patient satisfaction and test the effect of the queuing system on patient satisfaction at the Pakjo Public Health Center in Palembang. The sample in this study were 375 respondents. The type of data used is primary data which is carried out through questionnaires. While the analysis technique used is Simple Regression and Community Satisfaction Index. The results showed that the magnitude of the influence of the queuing system on patient satisfaction was 83.8%, and the results of the Community Satisfaction Survey Index value obtained were 3.19 and SKM value was 79.78. Of the 3 indicators there is only 1 indicator whose value is lower, that is queuing discipline because the service system design has not been maximized such as the number of registration counters and the number of service stages in treatment. This means that the overall service system implemented by the Palembang Pakjo Community Health Center is included in category B, so that the service performance can be said to be good.

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