scholarly journals Analysis of an Effect Quality Pharmaceutical Services on the Satisfaction of Patients in Royal Prima Public Hospital Medan

2021 ◽  
Vol 8 (1) ◽  
pp. 20-28
Author(s):  
Fanny Yaren Sitompul ◽  
Sri Wahyuni Nasution ◽  
Chrismis Novalinda Ginting
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
General Hospital ◽  
Public Hospital ◽  
Direct Evidence ◽  
Pharmaceutical Services ◽  
Quality Of Services ◽  
Pharmacy Services ◽  
Patient’S Satisfaction

Based on a predecessor survey conducted by researchers of 30 outpatients at the Royal Prima Medan Hospital in July 2019, it showed that out of 30 patients, 23 patients expressed dissatisfaction with the quality of service and availability of drugs at the Pharmacy Installation of the Royal Prima Medan General Hospital. Where the patient's satisfaction states that there is still a lack of direct evidence (tangibles), reliability, responsiveness, assurance (assurance), empathy, hospitals and employees of outpatients at Royal Prima Hospital, Medan. This paper described Knowing the Analysis of the Effect of Pharmacy Service Quality on Outpatient Satisfaction at the Royal Prima Medan General Hospital in 2019. There is an effect of the quality of pharmaceutical services (appearance, reliability, responsiveness, assurance, and empathy) on outpatient satisfaction at Royal Prima Medan General Hospital. 2019. It is hoped that the pharmacy installation of the Royal Prima Medan General Hospital will improve the quality of services that are more optimal to achieve maximum patient satisfaction values. If the quality of pharmacy services at Royal Prima Medan General Hospital is improved, patient satisfaction will also increase. Keywords: Quality of Pharmacy Services and Patient Satisfaction.

Evaluasi Tingkat Kepuasan Pasien Terhadap Pelayanan Apotek Pelengkap Rumah Sakit Umum Daerah Arosuka Solok

2016 ◽  
Vol 6 (1) ◽  
pp. 59
Author(s):  
Vina Hidayana ◽  
Mimi Susilawati
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
General Hospital ◽  
Direct Evidence ◽  
Pharmacy Services ◽  
Descriptive Method

A research on the evaluation of the level of patient satisfaction to complementary pharmacy services in Regional General Hospital Arosuka Solok has been done, which aims to reveal the quality of service in complementary pharmacy as perceived by the patients at the General Hospital of Arosuka Solok in 2014. This research was conducted using descriptive method by providing a questionnaire containing a list of questions to the patient. Results of analysis found that the percentage of respondents felt quite satisfied to the responsiveness of officers was 66.34%, respondents felt quite satisfied to officer’s reliability was 52%, respondents felt quite satisfied to officer’s assurance was 58%, respondents felt very satisfied to officer’s empathy was 48%, and direct evidence that they are satisfied was 50.33%. In general, it could be said that the quality of pharmacy services is good enough.

scholarly journals PERSEPSI PASIEN ATAU KELUARGANYA TERHADAP MUTU PELAYANAN UNIT GAWAT DARURAT

2015 ◽  
Vol 7 (3) ◽  
Author(s):  
Starry H. Rampengan
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Public Hospital ◽  
Quality Of Services ◽  
Emergency Unit ◽  
Cross Sectional ◽  
Patients Satisfaction ◽  
Poor Families ◽  
Response Capacity

Abstract: Prof. Dr. R.D. Kandou General Hospital in Manado is an A-class public hospital with a capacity of 745 beds. About 80% of hospitalization comes from the Emergency Unit. Until now, complaints are still found in the suggestion box as well as from mass media about the unsatisfied patients. To date, there is no study that can be justified regarding the complaints of those patients. This study aimed to analyze the level of patient satisfaction in order to maintain the quality of services at the Emergency Unit. The study was conducted between September to December 2013 as a cross-sectional prospective study in eligible 98 patients who visited the Emergency Unit Department of Prof. Dr. R.D. Kandou Hospital. By using SERVQUAL dimension associated with the level of patients’ satisfaction, a data collection of visitors at the Emergency Unit was obtained. The results showed that the overall perception of patients or their families on the quality of service at the Emergency Unit was 82.33%. However, one of components in SERVQUAL dimension (quality of service) had the lowest score, i.e. on the dimension of response capacity including prompt or immediate service provided for customers. Patients who came from poor families got the highest score (112.74) on all kinds of SERVQUAL dimension.Keywords: patient satisfaction, quality of service, patient perceptionAbstrak: RSUP Prof. Dr. R.D. Kandou Manado merupakan salah satu rumah sakit milik pemerintah, tergolong kelas A dengan kapasitas 745 tempat tidur. Sebanyak 80% pasien rawat inap berasal dari Unit Gawat Darurat RSUP. Walaupun melayani seluruh strata sosial ekonomi dan juga sebagai rujukan pasien miskin dan terlantar, hingga saat ini masih dijumpai keluhan melalui kotak saran dan media massa yang menyangkut ketidakpuasan pasien tersebut. Belum ada penelitian yang dapat dipertanggungjawabkan menyangkut berbagai keluhan pasien tersebut. Penelitian ini bertujuan untuk membuat analisis yang menyangkut tingkat kepuasan pasien agar dapat menjadi masukan dalam merumuskan kebijakan upaya menjaga mutu pelayanan di UGD. Penelitian ini dilakukan di RSUP Prof. Dr. R. D. Kandou pada periode waktu September-Desember 2013 dengan desain potong lintang terhadap 98 pasien UGD yang memenuhi syarat penelitian. Dengan menggunakan dimensi SERVQUAL yang dikaitkan dengan tingkat kepuasan pasien, dilakukan pengumpulan data pengunjung UGD selama periode tertentu. Persepsi pasien terhadap pelayanan akan baik bila tingkat kepuasan pasien tinggi. Persepsi pasien atau keluarganya terhadap mutu pelayanan UGD secara keseluruhan sebesar 82,33%. Pada salah satu unsur dimensi SERVQUAL (mutu pelayanan) dengan nilai paling rendah yaitu dimensi daya tanggap meliputi antara lain pelayanan yang segera atau cepat bagi pelanggan. Pasien dengan status gakin mendapatkan skor yang tinggi (112,74) terhadap semua dimensi SERVQUAL.Kata kunci: kepuasan pasien, mutu pelayanan, persepsi pasien

scholarly journals Gambaran Kepuasan Pasien terhadap Pelayanan Klinik Perioperatif Terintegrasi di RSUP Prof. Dr. R. D. Kandou

e-CliniC ◽  
2019 ◽  
Vol 7 (2) ◽  
Author(s):  
Muliana E. Datu ◽  
Lucky T. Kumaat ◽  
Barry I. Kambey
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Direct Evidence ◽  
Descriptive Study ◽  
Education Level ◽  
High School Education ◽  
Central Hospital ◽  
Calculation Results ◽  
Very High

Abstract: Satisfaction is closely related with expected service and reality of the service available at the hospital. Satisfaction will be achieved if the performance is in line with the expectation of the patient. This study was aimed to obtain an overview of patient satisfaction towards the service provided by the Integrated Perioperative Clinic of Prof. Dr. R. D. Kandou Hospital. This was a descriptive study using questionnaire. Respondents were patients/families who received services at the clinic. The results showed a total of 100 respondents involved in this study, consisting of 30 females (30%) and 70 males (70%). Most respondents aged early to late adulthood numbering as many as 46 respondents (46%). The majority of respondents numbering 44 respondents (44%) had high school education level. Based on the analysis, high calculation results were obtained categorized as very good or very satisfied. In conclusion, the level of patient satisfaction towards the service provided by the Integrated Perioperative Clinic of Prof. R. D. Kandou Central Hospital based on the quality of service scale measuring direct evidence (tangibles), reliability, comprehension (responsiveness), assurance, and empathy was very high. It means that patients are very satisfied with the services provided by the clinic.Keywords: patient satisfaction, quality of service, perioperative clinic Abstrak: Kepuasan sangat berkaitan dengan pelayanan yang diharapkan dan kenyataan pelayanan yang telah diberikan di rumah sakit. Kepuasan akan terpenuhi bila pelayanan yang diberikan dirasakan telah sesuai dengan harapan pasien. Penelitian ini bertujuan untuk mengetahui gambaran kepuasan pasien terhadap pelayanan klinik perioperatif terintegrasi di RSUP Prof Dr. R. D. Kandou. Jenis penelitian ialah deskriptif dengan menggunakan kuesio-ner. Responden penelitian ialah pasien yang mendapatkan pelayanan di klinik perioperatif. Hasil penelitian mendapatkan total 100 responden yang terdiri dari 30 orang perempuan (30%) dan 70 orang laki-laki (70%). Responden berusia dewasa awal dan dewasa akhir yang terbanyak yaitu 46 orang (46%). Sebagian besar responden memiliki tingkat pendidikan SMA sebanyak 44 orang (44%). Hasil analisis mendapatkan hasil perhitungan yang tinggi dan masuk dalam kategori sangat baik atau sangat puas. Simpulan penelitian ini ialah tingkat kepuasan pasien terhadap pelayanan klinik perioperatif terintegrasi di RSUP Prof. Dr. R. D. Kandou Manado berdasarkan skala kualitas pelayanan yaitu bukti langsung (tangibles), kehandalan (reliability), daya tangkap (responsiveness), jaminan (assurance), dan empati (empathy) sangat tinggi yang berarti pasien merasa sangat puas atas pelayanan yang diberikan oleh klinik perioperatif terintegrasi.Kata kunci: kepuasan pasien, kualitas pelayanan, klinik perioperatif

scholarly journals ANALISIS KUALITAS PELAYANAN, SARANA PRASARANA DAN LINGKUNGAN TERHADAP KEPUASAN PASIEN

2019 ◽  
Vol 7 (2) ◽  
pp. 39
Author(s):  
Sripina Ulandari ◽  
Sunarsih Yudawati
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Data Analysis ◽  
Linear Regression ◽  
Health Center ◽  
Sampling Technique ◽  
Quality Of Services ◽  
P Value ◽  
The Relationship

The puskesmas must still be able to maintain the quality of services supported by adequate facilities and infrastructure and be supported by the creation of a clean, beautiful, neat and pleasant environment so as to meet the expectations or needs of patients. The purpose of this study was to analyze the relationship between the quality of services, facilities and the environment for patient satisfaction at Pujon Health Center Malang Regency.The type of research used is explanatory reset. The sampling technique used was purposive sampling. The sample in this study were patients who came to treatment (at least 2 times treatment) or patients who had used services to the Health Center as many as 150 respondents. Collecting data uses observation techniques, interviews, questionnaires and documentation. The data analysis used is multiple linear regression. Based on the results of the study prove the existence of a significant influence between the quality of service, infrastructure and environment on patient satisfaction in Health Center (p-value 0.034

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

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

Kepercayaan Dimediasi Kepuasan Pasien terhadap Citra Rumah Sakit

2021 ◽  
Vol 9 (1) ◽  
pp. 59-71
Author(s):  
Johanes Tantra Wijaya ◽  
Agusdini Banun Saptaningsih ◽  
Tantri Yanuar Rahmat Syah
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Positive Impact ◽  
Skills Training ◽  
Primary Data ◽  
Patient’S Satisfaction ◽  
Standard Response ◽  
Speed Training ◽  
Patient Confidence

Establishing an excellent hospital image is critical as many people are still experiencing trust issues for hospitals in Indonesia, especially in major cities. A hospital's image comes from its quality of service, the patient's trust in the quality of service, and the patient's satisfaction. This study tries to provide empirical evidence on the effect of quality of service and patient confidence on the hospital's image mediated by patient satisfaction. A quantitative - causality research method is used. Primary data was taken from survey to patients who are taking drugs in the outpatient pharmacy installation unit at Taman Sari Hospital, West Jakarta. This research uses AMOS-path analysis, and the results showed the quality of service and patient's trust had a positive and significant effect on the hospital's image with patient satisfaction as an intervening variable. Partially, the quality of service has a positive and significant effects on both patient satisfaction and hospital image. Patient confidence has a significant positive effect on patient satisfaction but it is insignificant to the hospital's image. Research findings show that a patient's trust has a positive impact on the hospital's image when mediated by patient satisfaction. Suggestions from this research are conducting training, i.e. speed training not to exceed the standard response time as well as competency, skills training and service excellence training for pharmaceutical personnel. Improving the quality of pharmacy facilities such as waiting rooms to make it more comfortable is also suggested

scholarly journals Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien Pada Rumah Sakit Umum Daerah Kota Cilegon

2020 ◽  
Vol 8 (1) ◽  
pp. 39-46
Author(s):  
Mahfudhoh Mahfudhoh ◽  
Ikhwanul Muslimin
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Service Quality ◽  
General Hospital ◽  
Rapid Development ◽  
Survey Method ◽  
Public Facility ◽  
Public Health Services ◽  
The Government

The hospital is a public facility owned by the government and the private sector which has a very strategic role in efforts to improve public health services. The new health care paradigm requires hospitals to provide quality services according to the needs and desires of patients while still referring to the professional and medical code of ethics. In the rapid development of technology and increasingly fierce competition, the hospital is required to improve the quality of its services. Quality is the core survival of an institution. Therefore, hospitals are required to always maintain consumer confidence by increasing the quality of service so that customer satisfaction increases. This study aims to analyze the influence of service quality on patients satisfaction. The research method used in this study is a survey method with correlation techniques. Data collection techniques using observation, interviews, and questionnaires (questionnaire). The results showed that the analysis of variable X obtained an average of 3.55, meaning that the quality of service at the Regional General Hospital (RSUD) of Cilegon City was in the Good category of 72.67%. Analysis of variable Y obtained an average of 3.50, which means that patient satisfaction at the Regional General Hospital (RSUD) of Cilegon City is in the good category of 70.1%. Analysis of product moment coefficient obtained r = 0.511 means that it has a moderate correlation between variable X and variable Y. The relationship pattern of variables is shown by a simple linear regression equation that is Y = 14.614 + 0.563 X. It shows that the variance that occurs in the variable quality of service can affect performance by 26%, while the remaining 74% is influenced by other factors not examined.   Keywords : service quality, patient satisfaction, hospital

scholarly journals Analysis of the Dimension of the Quality of Service with Online Registration System Again to Increase Patient Satisfaction in Outpatient Room of Jombang General Hospital

2020 ◽  
Vol 3 (2) ◽  
pp. 239-247
Author(s):  
Masrulloh Masrulloh ◽  
Sentot Imam Suprapto ◽  
Yuly Peristiowati
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Linear Regression ◽  
General Hospital ◽  
Service Providers ◽  
Service Research ◽  
Registration System ◽  
Long Time ◽  
Online Registration

Granting of services on patients the best should give fast service, so that patients are not left waiting a long time to get good, turn at the time of registration or get a room and also at the time of payment. Customers come to your place of service by the time that random, irregular and cannot immediately be served so they have to wait in a long time. In studying the theory of queues, service providers are able to cultivate in order to serve its customers well without having to wait for a long time. The purpose of this research was to analyze the effect of the dimensions of the quality of service with online registration system with increased Patient satisfaction In Outpatient Room of Jombang General Hospital. Design of this research are analytic observational design with a quantitative approach. Variable Dimension, namely the quality of service research online registration (Accuracy, readiness, Speed response) as the independent variable. Patient satisfaction as the dependent variable. The population of this research the whole of patient at Outpatient Room of Jombang General Hospital. as much as 625 patients. Samples taken with the cluster random sampling technique as much as 125 respondents. Data is collected with instruments ceklist and processed in coding, editing, tabulating and scoring as well as tested with linear regression test. Linear regression results indicate that partially and simultaneously the value of p values there are shows < 0,05 so that thereis influence the dimensions of quality of service with online registration system with increased Patient satisfaction In Outpatient Room of Jombang General Hospital. The existence of the speed of service, timeliness of service and readiness the implementation of online registration will affect patient satisfaction. Because the patient will feel comfortable with fast service and not too long to wait, and also with the proper services are provided in accordance with the complaint and adequate facilities

scholarly journals Analysis Quality of Services on and Satisfaction Loyalty Patients Sumberglagah Hospital Mojokerto

2020 ◽  
Vol 3 (2) ◽  
pp. 232-238
Author(s):  
Bambang Priyono ◽  
Indasah Indasah ◽  
Koesnadi Koesnadi
Keyword(s):  
Patient Satisfaction ◽  
Linear Regression ◽  
Health Services ◽  
Service Quality ◽  
General Hospital ◽  
Quality Of Services ◽  
Hospital Services ◽  
Patient Loyalty ◽  
Regression Test

Hospitals were health facilities that provide individual health services including promotive, preventive, curative and rehabilitative services. Hospital services provided in the form of quality will be able to satisfy patients. Patients satisfied with the services provided can also create patient loyalty. This study aims to determine the effect of service quality on satisfaction and loyalty of patients at Sumber Glagah General Hospital Mojokerto. Research design used in this study a correlation analytic with a cross sectional approach. The population study were all in patients at Sumber Glagah General Hospital Mojokerto in August 2018 as many as 315 patients. The sampling technique used simple random sampling with a sample size of 100 patients. The independent variable was service quality and the dependent variable is satisfaction and loyalty. The instrument used a questionnaire that is tested for its validity and reliability. Data analysis used linear regression with a significance level of 0.05. The results showed that respondents stated that the services of the Sumberglagah General Hospital were of high quality at 56%. Respondents who stated that they were very satisfied were 94%. Respondents who stated were very loyal at 93%. The results of the linear regression test showed that p = 0.025 (α = 0.05) that H0 is rejected means that there is an influence between the quality of service of Sumberglagah Hospital in Mojokerto and patient satisfaction. The results of the linear regression test showed that p = 0.015 means that there is an influence between the quality of services of Sumberglagah Hospital in Mojokerto on patient loyalty. The quality of health services felt by patients is predicted to increase patient satisfaction. Good service quality will affect patient satisfaction as a hospital customer. The more quality the services provided by the hospital, the more patients will feel satisfaction with the services provided. The better quality of hospital services provided to patients will be more loyal patients to the hospital

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