Correlation between Waiting Time of Pharmaceutical Service and Patient Satisfaction in Hospital

Abstract

The waiting time for prescription service is still a problem in hospital which ultimately leads to dissatisfaction to the quality of health service. According to the Minister of Health Regulation no. 129 of 2008, the prescribed waiting time for drug concoctions is 60 minutes and for prescription of finished drugs is 30 minutes. Based on the data from Gotong Royong Hospital Surabaya, related to the waiting time of pharmaceutical service, there were 2.3% of drug concoctions that exceeded the standard of pharmaceutical service (> 60 minutes) and 1.8% of finished-drugs prescription that exceeded the standard of pharmaceutical service (> 30 minutes). It led to patient dissatisfaction which could be seen from the number of incoming complaints. This research aims to analyze the correlation between the waiting time of pharmaceutical service and patient satisfaction. The research was conducted at the Outpatient Pharmacy Installation of Gotong Royong Hospital. This research is an observational research using cross-sectional approach. Samples were taken randomly as many as 54 outpatients who received pharmaceutical service at Gotong Royong Hospital Surabaya. The data were analyzed by univariate and bivariate analysis using chi-square test. The findings of the research indicated that 83.3% of the waiting time for pharmaceutical service had been standardized and 66.7% indicated patient dissatisfaction. The conclusion of this research is that there is no significant correlation between the waiting time of pharmaceutical service and patient satisfaction to pharmaceutical service at Gotong Royong Hospital.