Analysis of pharmaceutical service quality and satisfaction level of healthcare and social security agency patients at Hadji Boejasin Pelaihari Hospital

Abstract

Background: Pharmaceutical services are services that are provided directly and responsibly to patients, related to medicines, to achieve accurate results that enhance patient quality of life. Hospitals are required to provide health services that meet optimal service standards. The quality of service in the hospital is very important because, with good service, patient satisfaction will also have a positive impact on the hospital. Objective: The purpose of this research is to analyze the quality of pharmaceutical services and the level of satisfaction of BPJS patients at Hadji Boejasin Pelaihari Hospital. Method: A cross-sectional survey design with a targeted sampling design was used in this study. The research method was a questionnaire containing structured questions to quantify each variable studied. Results: According to the quality survey results, pharmaceutical services were 85.96% (according) and 14.03% (not appropriate), while patient satisfaction had a reliability dimension of 78.63% (very satisfied), responsiveness of 77.82% (very satisfied), assurance of 83.01% (very satisfied), empathy of 80.47% (very satisfied), and tangible of 82.53% (very satisfied). Conclusion: From the average of the five dimensions, a result of 547.4 was obtained with an average patient satisfaction index of 80.49%