Abstract
Quality is compliance with predefined standards or following the requirements. Minimum Service Standards health in hospitals is very important to measure the hospital's performance of health services. This study aims to describe the quality of service at the Pharmacy Installation at Santa Anna Hospital, Kendari City during the Covid-19 pandemic based on five indicators of minimum pharmaceutical service standards are waiting time for drug services, the absence of errors in drug administration, writing prescriptions according to the formulary, patient satisfaction and availability of SOP (Standard Operating Procedures). This study is observational research which is descriptive used cross sectional design. The sample was outpatients for 90 samples at Santa Anna Hospital, Kendari City, who fulfill the inclusion criteria. Instruments used questionnaire sheets and observation sheets. The results showed that the indicator of waiting time for concocted drugs and non-concocted drugs was 8 minutes and 4 minutes, respectively. There was no error in administering medications (100%). The suitability of prescription writing to the National Formulary was 99.73%, patient satisfaction to tangible dimensions and reliability dimensions were 82.23% and 84.84%, respectively. The responsiveness dimension was 79.65%, the assurance dimension was 83.54%, and the empathy dimension was 85.48%, and the availability of the standard operating procedure was 63.64%. This study's pharmacy installation at Santa Anna Hospital in Kendari City has not fulfilled the predetermined Minimum Service Standards.
Highlights
Mutu atau kualitas adalah kepatuhan terhadap standar yang telah ditetapkan atau sesuai dengan persyaratan
This study aims to describe the quality of service at the Pharmacy Installation at Santa Anna Hospital, Kendari City during the Covid-19 pandemic based on five indicators of minimum pharmaceutical service standards are waiting time for drug services, the absence of errors in drug administration, writing prescriptions according to the formulary, patient satisfaction and availability of Standar Operasional Prosedur (SOP) (Standard Operating Procedures)
E. 2009, Analisa Waktu Pelayanan Resep di Instalasi Farmasi Rawat Jalan RS Tugu Ibu Depok Tahun 2009, Skripsi, Universitas Indonesia, Jakarta
Summary
Berdasarkan Kepmenkes No 129 tahun 2008, waktu tunggu pelayanan resep dibagi menjadi dua yaitu waktu tunggu pelayanan resep obat jadi dan waktu tunggu pelayanan resep obat racikan. Waktu tunggu pelayanan resep obat jadi adalah tenggang waktu mulai pasien menyerahkan resep sampai dengan menerima obat jadi. Sedangkan waktu tunggu pelayanan resep obat racikan adalah tenggang waktu mulai pasien menyerahkan resep sampai dengan menerima obat racikan. Suatu pelayanan farmasi dikatakan baik apabila lama pelayanan obat dari pasien menyerahkan resep sampai pasien menerima obat dan informasi obat di ukur dengan waktu 5. Standar waktu tunggu pelayanan obat jadi adalah ≤ 30 menit dan obat racikan adalah ≤ 60 menit 10. Dimensi waktu pelayanan yang ditetapkan pada Instalasi Farmasi Rumah Sakit Santa Anna Kota Kendari adalah 5 menit. Waktu tunggu pelayanan obat jadi dan racikan disajikan pada Tabel 1
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