Implementasi Pelayanan Konseling Apoteker Model Servqual Terhadap Pasien Klinik Muizzah Di Kecamatan Rengat Barat, Riau

Abstract

Pharmacist counseling is a component that must be provided by pharmacists when dispensing drugs to patients. This includes one form of service in health institutions, namely pharmaceutical services. Pharmaceutical service is a direct and responsible service to patients related to pharmaceutical preparations with a view to improving the quality of life of patients. Assessment of the quality of pharmaceutical services can be done based on patient satisfaction. In this study, patient satisfaction with pharmacist counseling services can be done using the SERVQUAL model which has 5 dimensions, namely tangible dimensions (real evidence), reliability (reliability), responsiveness (responsiveness), assurance (guarantee), and empathy (empathy). This study aims to review the most prominent results on these 5 dimensions and with a total of 40 respondents in the form of several questions (questionnaires). Based on the implementation of pharmacist counseling in services to patients at the Muizzah clinic using the SERVQUAL model, it was found that of the 5 dimensions the highest was the assurance value of 90.1%. Many patients expect the competence of pharmacists to instill trust and confidence in patients, such as the performance of pharmacists who are competent, professional and are expected to provide input to the clinic to improve the quality of service for each patient.