Pharmacy Installation Research Articles

Management of Post-Disaster Medicine Logistics at the Pharmacy Installation of Regional Public Hospital Undata of Central Sulawesi Province

The purpose of this research is to fine out how the management of post-disaster medicine logistics at the Pharmacy Installation of Regional Public Hospital Undata the research. Method used was qualitative with in-depth interview data cullcolection techniques. Research informants were 6 informants who were determined by purposive sampling technique. The results show that the planning of pharmaceutical supplies at Regional Public Hospital Undata used consumtion methods epidemiology. The obstacles to logistical planning for type medicine, a disease tread is changing. Medicine logistics budget in pharmaceutical installations comes from the state budget and BLUD. Procurement of pharmaceutical supplies using the method of direct purchases and E-purchasing, obstacles in the procurement of medicine logistic are still arrears of payment of medicine to distributors. Slow distribution of medicine from distributors and the emtiness of medicine stocks acceptance of pharmaceutical supplies is carried out by the pharmaceutical installation warehouse staff and reception team, there are still obstacles in receiving the time for quality inspection and quantity of logistical goods wich quite long. Medicine logistics storage is carried out with the FIFO and FEFO systems with alphabetical storage arrangements, constraints in logistics storage, narrow IFRS repositories. Medicine logistics control was done by taking inventory to find out the quality and quantity of medicine as well as the medicine expired date, the obstacles in controlling medicine logistics time to take stock of hospitalization takes a long time.

Profile of Antibiotic Use and Germ Map in Pneumonia Patients in Pulmonary Space (Case Study at RSUD dr. Iskak. Tulungagung)

Pneumonia is an infection of lung tissue caused by bacteria, fungi, viruses or parasites. Antibiotics is a major therapy in pneumonia. The aim of this study was to determine the amount of antibiotic use in DDD / 100 patient-days and to know the profile of germs map in pneumonia patients in Pulmonary Room Dr. Iskak Hospital, Tulungagung during January-June 2017.The design of this research is observational research method with retrospective data retrieval from patient medical record data and antibiotic usage data from Pharmacy Installation and microbiology culture result data of patient, then analyzed descriptively. The results showed the total amount of antibiotic in 130 unspecified pneumonia patients non ICU inpatient in Pulmonary Room Dr. Iskak Hospital, Tulungagung during January-June 2017 was 51.28 DDD/100 patient-days. The most antibiotic types are levofloxacin iv 40, 14 DDD/100 patient-days and ceftriaxone 8.71 DDD/100 patient-days. The profile of the pneumonia-causing germs map cannot be determined because there is no data on microbiological culture test results from the patient.

Analysis of Drug Logistics Management in the Pharmacy Installation of Klaten District Health Office

Drug is an element supproting the health care system. Logistics management start from the planning process, procurement, storage, distribution, recording and reporting drugs. The purpose of the research was to explore drug logistic management at the pharmacy installation in the working area of Klaten District Health Office. Research design uses descriptive qualitative research. Data collection used indepth interview techniques with a total sample are 12 informants. From the results of the research it was found that drug planning at the health center pharmacy installation was carried out by the drug manager himself or in a team with the assistant pharmacist or treasurer of the health center. The drug needs planning process in the health center is carried out by recapitulating reports from the health center and the other units in the Usage Sheet and the Drug Request Sheet (LPLPO). Drug planning is carried out every month. Drug procurement is carried out by the consumption method and carried out through e-catalog once a year with buffer stock of one and a half years. The drug storage layout is accordance with provisions, safeguarding the quality of the drug by placing drugs on the pallet and shelves but there is no temperature measurement. Examination of drugs that come, drugs needed by the health center and drug distribution have been carried out according to the procedure. The recording and reporting of drugs in the health center uses sympus whereas in other units manually using LPLPO

The Analysis Of Factors Affecting The High Level Of Pharmacy Turnover Of Pharmaceutical Installations In "Karangploso" Hospital Malang Regency

Pharmacy personnel include pharmacists and pharmacy technicians who are important HR in hospitals. The assessment was carried out based on an increase in the percentage of entry and exit or turnover of pharmacy staff at the "X" Hospital in 2017 by 33% (9 employees 3 who left), in 2018 by 55% (5 of 9 employees) and in 2019 by 45.4% (5 out of 11 employees leaving), "X" Hospital is a type C hospital located in Karangploso that serves general and specialist cases. the high turnover has an impact on organizations and individuals in organizations in the financial sector resulting in increased recruitment and training costs in the non-financial sector causing damage to social structure in the organization and a decrease in service quality, the purpose of this study is to determine the factors and causes of high employee turnover rates in pharmaceutical research plants in do qualitatively with approaches to three primary informants and 13 secondary informants. Data collection is done by interviews, observations and studies of research documents conducted in the outpatient pharmacy installation room (IFRJ) inpatient pharmaceutical installation (IFRI) and the Drug Warehouse Unit (UGO). It was found that what caused the turnover were: high workload, lack of energy, non-transparent distribution of incentives, lack of appreciation, dualism of leadership, and low organizational commitment. while the most influential factor being the main cause of turnover is the lack of appreciation and high workload. Advice hospital should make technological application breakthroughs to reduce workloads

ANALISIS PENGELOLAAN OBAT SEBAGAI DASAR PENGENDALIAN SAFETY STOCK OBAT DI PUSKESMAS GANRA KABUPATEN SOPPENG

Drug management is an important aspect that include of planning, procurement, acceptance, storage, distribution, to the destruction of drugs. Drug management is a very important thing that needs to be considered, considering that with management that is not in accordance with the proper procedures, overlapping problems will occur. The Pharmacy Installation of the Soppeng District Health Office has carried out drug management but there are still a number of problems namely inadequate human resources, and inadequate facilities. This study aims to determine how the management of drugs in the Department of Health and Community Health Center Soppeng Ganra. This research is a descriptive analysis with a quantitative approach using observational methods. Data collection was carried out using the interview method through questionnaires. The results showed that the management of drugs in the Department of Health and Puskesmas Ganra, Soppeng Regency was not optimal because there were still many shortcomings such as controlling safety stock that had not used good calculations. The results of data percentage based on two different methods obtained 3.48% based on the proposed planning in 2018 and 96.51% using the planning method based on the calculation of safety stock.

GAMBARAN TINGKAT KEPUASAN PASIEN BPJS RAWAT JALAN TERHADAP PELAYANAN KEFARMASIAN DI INSTALASI FARMASI RSD IDAMAN BANJARBARU TAHUN 2019

Pharmaceutical services are health services that have an important role in realizing a good quality health. Hospitals as health services must pay attention to the quality of services, especially after the implementation of the national health insurance program (BPJS). The service quality of service can be assessed by description the patient satisfaction level. This study aims to description the patient satisfaction level of BPJS outpatient towards pharmaceutical services in the Idaman Banjarbaru Hospital. This research was a non-experimental research with descriptive research by using cross-sectional approach. The study was conducted at the Pharmacy Installation of Idaman Banjarbaru Hospital in May - June 2019. Samples were selected by purposive sampling on 100 respondents of BPJS outpatients. The research instrument was in a questionnaire form, to measure the five dimensions of patient satisfaction. The description results of the satisfaction level of BPJS outpatients towards pharmaceutical services in the Pharmacy Installation of Idaman Banjarbaru Hospital seen from the 5 dimensions of service that were obtained an average score of reliability at 86.30%, Responsiveness at 84.45%, Assurance at 84.75% , Emphaty at 85.75% and Tangible at 84.70%. The Conclusion is the patient felt very satisfied with the pharmaceutical services at the Pharmacy Installation with an average value of all dimensions at 85.19%.

Assessing Potentially Inappropriate Medications in Hospitalized Geriatric Patients in 2 Hospital in Jakarta using STOPP START Criteria

Geriatric patients have more comorbidities and often receive polypharmacy prescriptions. The prevalence of inappropriate drug use in geriatric patients is in the range of 11.5% - 62.5%. The consequence of polypharmacy is Adverse Drug Reactions (ADR). An effort to reduce the occurrence of medication errors in geriatric patients is the STOPP and START criteria. This study aimed to identify PIMs (Potentially Inappropriate Medications) and PPO (Potentially Prescribing Omission) in geriatric patients according to STOPP / START criteria at Gatot Soebroto Army Hospital and the Jakarta Cempaka Putih Islamic Hospital. This study used a descriptive-analytical method with a cross-sectional design and a prospective data collection method based on analysis of medical records, inpatient installation, and pharmacy installation at Gatot Soebroto Army Hospital in Jakarta on October 2017 and Jakarta Cempaka Putih Islamic Hospital in January 2019. The tool used to collect data in this research was the STOPP START toolkit supporting medication review version 1 2016. The results show that of 85 hospitalized geriatric patients at Gatot Soebroto Army Hospital with the use of 579 drugs, PIMs were present in 8.24% of patients and the prevalence of PPO was 5.88%. Meanwhile, out of 124 hospitalized geriatric patients in Jakarta Cempaka Putih Islamic Hospital with the use of 945 drugs, PIMs were present in 35.48% of patients and the prevalence of PPO was 6.45%. Polypharmacy found to be an independent predictor for PIMs incident.

Analisis Tingkat Kepuasan Pasien Rawat Inap terhadap Pelayanan Kefarmasian di Instalasi Farmasi RS X Tahuna

The level of satisfaction achievement on the services provided to patients, both the quality of health services and the health care system, will be the first choice for patients to visit the hospital. The objective of this study was to determine inpatients satisfaction level in the internal diseases room on drug services at Pharmacy Installation Hospital of X Tahuna. This research was a descriptive research with crosssectional design. The research instrument was a form of a questionnaire of hope and reality which was adopted from Nangaro in 2019. The validity and reliability test of the questionnaire was conducted on 30 respondents and data analysis using index of total quality service. There are 115 people who have met the inclusion criteria, such as being willing to be a respondent, being able to read and write, aged ≥ 18 years old, and were currently undergoing treatment in the interna room and have received service at X Tahuna Hospital. Analysis of satisfaction data was using the Weighted Servqual model. The results showed an overall satisfaction index of -0.20, while the satisfaction index for each dimension was as follows: -0.29 for the tangibles dimension, -0.278 emphaty dimensions, -0.17 reliability dimensions, -0.274 dimensions responsiveness, and - 0.32 for the assurance dimension. The overall satisfaction index as well as each dimension shows a negative value, which means that the patient is not satisfied with the drug services at X Tahuna Hospital Pharmacy Installation. The Hospital must re-evaluate the number of human resources (pharmacist-patient ratio), the flow of drug services, as well as the completeness of the available facilities.

Evaluation of Drug Management Achievement in Pharmacy Installation of Langsa General Hospital

Objective: to evaluate the achievements of drug management in Pharmacy Installation of Langsa General Hospital
 Design: The study used descriptive designs for 2018 data which were retrospective and prospective. Data was collected in the form of quantitative and qualitative data from document observations and interviews with relevant Pharmacy Installation officers.
 Interventions: the intervened variable were drug selection, planning and procurement, and distribution.
 Main outcome measures: the main measurement in this study were suitability of drug items available with the National Formulary, frequency of procurement of each drug item per year, accuracy of data on the number of drugs on the stock card, percentage and value of expired and / or damaged drugs, percentage of dead stock and level of drug availability.
 Results: drug management system that conformed to the following standards were the suitability of the available drug items with the National Formulary (88.37%); the accuracy of data on the number of drugs on the stock card (100%) and drug availability (13 months 14 days). Drug mangement which were not accordance with standard: the frequency of procurement of each drug item per year; percentage of expired and / damaged drug values (2.64%) and percentage of dead stock (3.24%).
 Conclusion: it could be concluded that the management of drugs in Langsa General Hospital Pharmacy Installation had not been fully effective and efficient in accordance with established standards.
 

KEPATUHAN PELAYANAN FARMASI KLINIK DI RSUP DR. WAHIDIN SUDIROHUSODO

Pelayanan farmasi klinik merupakan salah satu pelayanan kesehatan yang berorientasi kepada pasien sehingga perlu dilakukan kesesuaian standar pelayanan farmasi klinik untuk menciptakan pelayanan yang bermutu dan berkualitas. Tujuan penelitian ini dimaksudkan untuk mengetahui bagaimana kepatuhan Pelayanan Farmasi Klinik di RSUP Dr. Wahidin Sudirohusodo sesuai dengan sebelas indikator pelayanan farmasi klinis berdasarkan Peraturan Menteri Kesehatan Nomor 72 Tahun 2016. Metode penelitian menggunakan pendekatakan kualitatif. Pengumpulan data dilakukan di RSUP Dr. Wahidin Sudirohusodo Makassar dengan Teknik wawancara mendalam, observasi, dan dokumentasi. Informan penelitian adalah Kepala Instalasi Farmasi, penanggung jawab Pelayanan Informasi Obat, penanggung jawab Depo, apoteker, dan pasien. Hasil penelitian menemukan bahwa sebelas indikator pelayanan farmasi klinik yaitu pengkajian dan pelayanan Resep, penelusuran riwayat penggunaan obat, rekonsiliasi obat, Pelayanan Informasi Obat (PIO), konseling, visite, Pemantauan Terapi Obat (PTO), Monitoring Efek Samping Obat (MESO), Evaluasi Penggunaan Obat (EPO), dispensing sediaan steril; dan Pemantauan Kadar Obat dalam Darah (PKOD) sudah dilaksanakan dengan baik walaupun masih ada indikator yang belum optimal. Hanya satu indikator yang belum terlaksana yaitu pemantauan kadar obat dalam darah karena terkendala dengan pembiayaan sarana dan prasarana yang cukup mahal. Kepatuhan Pelayanan Farmasi Klinik di RSUP Dr. Wahidin Sudirohusodo Makassar sudah dilakukan cukup baik tetapi masih terdapat beberapa hal yang perlu dibenahi oleh pihak rumah sakit, diantaranya perlu peningkatan SDM, penjadwalan visite yang lebih intens, penganggaran yang memadai untuk pengadaan alat kesehatan dan produk media edukasi.

Analysis of Cardiovascular Drugs Inventory Control Using ABC-EOQ-ROP-SS Method at Jakarta Islamic Hospital

Cardiovascular disease was still a global threat and give a major role as the number one cause of death in the world. Patients with CVDs should take the medication regularly so that the availability of these drugs in health facilities must be maintained. And then, Cardiovascular drugs were the highest usage costs during 2019, which is around Rp. 6,924,415,718.20 (22.62%) so that it requires special attention to control the inventory. The object of this research was to determine the implementation of cardiovascular drug inventory control using ABC-EOQ-ROP-SS method to minimize the stock inventory, while maintaining the service level. This research used a non-experimental comparative method with retrospective cardiovascular drug data collection in 2019. Data obtained through the documentation of the Pharmacy Installation section and the logistics section. The data were analyzed to determine the cost efficiency of cardiovascular drugs using the ABC-EOQ-ROP-SS method compared to actual data for drug orders in January-December 2019 .The results of ABC-EOQ-ROP-SS methods in controlling cardiovascular drugs can be implemented by the Jakarta Islamic Hospital to minimize stock inventory, while maintaining the service level and can increase the total cost efficiency up to 17,91% of the actual order .

Model Pengadaan Obat dengan Metode ABC VEN Di RS X Semarang

Procurement of drugs at RS X was carried out unsystematically by the head of the RS Pharmacy Installation. This procurement causes the costs incurred by the Hospital to be unplanned and inefficient. The value of the use of active pharmaceutical supplies in 2016 with the number of pharmaceutical supplies of 2119 is worth Rp. 168,232,696 and the number of 2041 inactive supplies worth Rp. 533,260,268. The data shows the inefficiency of pharmaceutical supplies within 1 year which results in the use of budget funds less efficiently. The purpose of this study was to determine the role of the ABC VEN method as a basis for procurement systems in Hospital X. The type of research conducted is quantitative, pre experimental using descriptive analytical methods with analysis of ABC and VEN methods. Samples were taken as much as 500 from the data of drug use for 1 year in RS X Pharmacy Installation. The results of the study of 500 drug items with the ABC method found Group A 19.8%, Group B 40%, Group C 40.2%, the VEN method obtained group V 7.8%, Group E 88.8%, group N 3, 4%, with the ABC method VEN AV group 2%, AE 17.6%, AN 0.3%, BV 4.2%, BE 35%, BN 1.2%, CV 1.8%, CE 37%, CN 1.8%. The CE (C Essential) group is more due to its function as prevention and prevention of patient diseases. Before doing the ABC VEN method the inventory value is Rp. 6,188,183,555 and after the ABC VEN method was Rp. 5.833.095.547 with a difference of Rp. 355.089.998, (6.8%) of the total usage fee. The conclusion of this study is that the system used by the Pharmacy Pharmacy Installation has not been efficient, causing losses for hospitals. Difference in inventory value before and after the ABC VEN method is Rp. 355,089,998. Suggestions are changing the old system to a new system through prior socialization and regulation.

Performance analysis of pharmaceutical installation as basic of feasibility: a self-based business unit into general services agency

This study aims to determine the performance of the Pharmaceutical Installation as a basis for becoming an independent business unit in order to go to the Public Service Agency (BLU) at the Public Hospital in Denpasar, Bali. Performance measurement is a process of evaluating work progress against pre-determined goals and objectives and the results of activities are compared with the intended intentions; and the effectiveness of actions in achieving goals. In this study using a strategic mechanism in the form of a Balanced Score Card (BSC). Data collection techniques such as documentation, questionnaires, and observations. The data analysis technique used is the financial ratios for the financial perspective, the level of satisfaction for the customer perspective, the level of satisfaction for the perspective of growth and learning, while for the perspective of internal business processes using minimum service standards. The results of the 4 perspectives from the Balanced Scorecard show that the performance of the Pharmacy Installation at the Public Hospital in Denpasar is good and deserves to be an independent business unit.

Evaluation and Development of Annual Drug Provides Planning at the Riau Islands Province Pharmaceutical Installation

The high value of expired drugs in the Pharmaceutical Installation of the Riau Islands Province is one of the problems that is faced in the planning process of the Provincial Buffer Stock drug provides. The study was conducted with a qualitative approach and evaluation to understand and find the answers to the problems. The results from identification of problems that were carried out through Focus Group Discussion (FGD) are the data, human resources, and supporting factors that have a significant influence in preparing the plans for drug provides. The four main scales of priority of improvement strategies that were obtained in the preparation of drug planning are (1) Technical guidance and monitoring of evaluation of human resources at the health service center are carried out periodically by the Provincial Pharmacy Installation; (2) Availability of guidelines about the types of drugs that can be provided; (3) Provision of Standard Operational Procedure (SOP) and guidelines for the preparation of written drug providers; (4) The Pharmacy Installation Managers must be pharmaceutical professionals and not be burdened with other work. In an effort to improve data validation in the preparation of the drug provides the plan in the Pharmaceutical Installation of Riau Islands Province, the SILO application (Drug Logistics Information System) is recommended.

ANALISIS SISTEM PENGENDALIAN INTERNAL DAN PROSEDUR AKUNTANSI TERHADAP PENGELOLAAN PERSEDIAAN OBAT DAN BAHAN HABIS PAKAI

The study mainly is to analyze internal control systems and accounting procedures for themanagement of medicines inventory and consumable medicine supplies in Pharmacy Installation ofthe Public Health Office in the Pegunungan Bintang Regency. This study aims particularly inknowing the effect of partial internal control systems and accounting procedures on medicinesupplies and consumable medical supplies, and to examine the effect of simultaneous internalcontrol systems and accounting procedures on medical supplies and consumables medicine suppliesand to identify which factors have a dominant influence on medicine supplies and consumablemedicine supplies in the Pegunungan Bintang Regency at pharmaceutical installation.The research approach was used descriptive, comparative, correlation, survey, ex post facto, theexperiment, quasi-experiment, and single-subject method derive from 43 respondents as samples inthis study. Furthermore, interviews, documentation, and questionnaires were used as datacollection techniques that conducted to test the data collection instrument, then the validity test andreliability test were performed to obtain properness the test results and the consistency of the testresults. Data analysis techniques established in the form of analysis methods, hypothesis testing,and test requirements analysis with the results of the study.The results of the analysis show that Internal Control has a positive and significant influence on theManagement of Medicine Preparations and consumable medicine supplies on PharmacyInstallation Offices of the Public Health Office of Pegunungan Bintang Regency, while AccountingProcedures have a positive and significant effect on the Management of Medicine Preparations andconsumable medicine supplies on Pharmacy Installation Office of Pegunungan Bintang Regency inPublic Health Office, Internal Control and Accounting Procedures simultaneously have a positiveand significant influence on the Management of Medicine Preparations and consumable medicinesupplies on Pharmacy Installation Office of Pegunungan Bintang Regency in Public Health Officetogether raised by one unit, it will improve the Management of Medicine Preparations andconsumable medicine supplies on Pharmacy Installation Office of Pegunungan Bintang Regency inPublic Health Officer and the Accounting Procedure Variables most dominantly affecting theManagement of Medicine Preparations and consumable medicine supplies on PharmacyInstallation Office of Pegunungan Bintang Regency in Public Health Office.

PENGARUH KOMPETENSI DAN LINGKUNGAN KERJA TERHADAP KINERJA TENAGA FARMASI (STUDI KASUS RUMAH SAKIT UMUM DAERAH MAJALAYA)

Working performance is the result of work gained by quality and quantity, achieved by an employee in carrying out tasks in accordance with the responsibilities given to him. There are a number of things that can affect performance, which are competence and working environment. This study aims to analyze competencies, working environment, and performance of pharmaceutical workers and to analyze the influence of competencies and work environment on the performance of pharmaceutical workers at the Majalaya General Regional Hospital (RSUD Majalaya) either partially or simultaneously. As for the sample used in this research is fourty-six pharmacists in the Pharmacy Installation of the Majalaya General Regional Hospital (RSUD Majalaya). Data collection techniques were carried out through observation, questionnaires and interviews. The result of this research showed that the competency of Pharmaceutical Workers according to the evaluation of Pharmaceutical workers is in line with the head assessment which both were found that the competency variables were in sufficient category, also the working environment is in line with The head evaluation which both are in good category, while the performance results according to the Pharmacist's assessment is also in line with the assessment results of the head of Pharmacy Installation, which are, both in the excellent category. Moreover, The T test result for the competency variables and working environment variables obtained there are influential on the performance of pharmacists at the Majalaya General Regional Hospital, while the results of the F test showed there is a significant relationship between competence and working environment on the performance of pharmacy staff at the Majalaya General Regional Hospital. Keywords: Working P erformance, Competency, Working E nvironment, Pharmaceutical W orkers, Leader

The Balanced Scorecard Approach in Performance Measurement of The Pharmacy Installation of X Hospital Pangkalpinang

Balanced Scorecard was developed as a performance management system that sees the company's overall performance through four perspectives: financial; the customer; internal business processes; learning and growth. Cooperation with the Government to serve the patients of the national health coverage needs to be accompanied by good performance especially of human capital, informational capital, and the organizational capital in order to improve the quality of service. This research aims to determine the performance of Pharmacy Installation of X Hospital Pangkalpinang on learning and growth perspective with the Balanced Scorecard approach. This research is a descriptive research. The subjects of the research are head of pharmacy, employee pharmacy, personnel data, employee training data in accordance with the indicators contained in the learning and growth perspective. The results show that there is 100% of employee retention, employee training showed improvement, and management information systems capabilities have been available. Indicators that need to be improved is adequacy of pharmacists, the satisfaction of employees, organizational culture, organizational climate, leadership, team work, and alignment.

Korelasi Pelayanan Kefarmasian dan Citra Rumah Sakit dalam Analisa SWOT Instalasi Farmasi RS Baptis Batu

Good pharmacy services are expected to build the positive image of the hospital. This includes the enhancement of competitive advantage among hospitals. The expected output of this research is identifying the effect of three dimensions of pharmacy services; interpersonal relations, therapy management and general satisfaction, to the image of the Baptis hospital, Batu City. The implementation of SWOT analysis is expected to determine the effect between variables, and the hospital can improve the competitive advantage. This study used quantitative and qualitative methods. Quantitative research involved 200 respondents and the method of statistical analysis was Multiple Linear Regression to investigate the effect of pharmacy services on the hospital image. The results of the study prove that pharmacy personnel at the Pharmacy Installation of Baptist Hospital Batu has provided good service, cared for patients, showed respect, and gave their willingness to provide information, education, counseling, and good activities. While the rating is classified as low, but still in good range is the patient's response time which is in the dimensions of general patient satisfaction. Qualitative research used the SWOT analysis and involved pharmacists of the Baptis Hospital. Generally, the result of statistical analysis revealed that the dimensions of pharmacy services have a positive effect on the hospital hospital image, both partially and simultaneously. In addition, the result of SWOT analysis demonstrated that Baptis Hospital is included in the first quadrant, which means the hospital runs a strategy that leads to the growth of the hospital. The hospital is in the perfect position that allows the management to rely on the strength in order to develop rapidly.

Analisis Kepuasan Pelanggan Menggunakan Mix Method (Studi Kasus pada Lettice Clinic Tanjung Pinang)

This research conducted to analyzed Lettice Clinic’s patient satisfaction index at Tanjung Pinang. Lettice Clinic is a beauty clinic that gives treatment services contains pharmacy installation and beauty skin treatment and also beauty natural like eyelash extention, filler, brow tatoo, etc.This reseach used mix method, first method using IPA (importance performance analysis) quantitative analysis conducted on 100 samples who visit Lettice Clinic and second method is conducted by interview to 3 Lettice Clinic’s Informan. Data was collected by questionary and qualitative research manuscript.The finding through mix method research are Quadrant I (main priority) consist of services attribute employee existing; fast, ontime and clear treatment; and problem solving. Quadrant II (achievement surviving) consist of service attribute physical facility, complaint handling, accuracy and in-depth explaining ability. Quadrant III (Low Priority) consist of service attribute employee readiness, client understanding ability and able to self-placement. Quadrant IV (Too Much) consist of service attribute employee appearance that too good look, too accurate information giving, too fast responses, accuracy command and client treatment. While in-depth interview result showed generally consistent with IPA analysis result.

Pengaruh Perspektif Pembelajaran dan Pertumbuhan terhadap Kinerja Perspektif Pelanggan pada Pasien Rawat Jalan Instalasi Farmasi Rumah Sakit

The aim of this study is to know how the impact of learning-growth perspective and internal business process perspective to performance customer perspective of pharmacy installation for outpatients in BLUD H.M. DjafarHarun Hospital, North Kolaka Region, Southeast Sulawesi. The method of this study is descriptive,non-experimental case study. The data was collected with retrospective and prospective method consist of quantitative and qualitative data. Data was taken from interview with a pharmacist, direct observation, documents survey and questioners to analyze Results of the study are two employees involved in developing training in the year 2012, no training in 2013, based on questioner employee satisfaction was good, work spirit was also good with percentage 83,45%, management information system needs further development. Based on questioner internal business process is good, level of drug stock availability in the year 2012 was 99,12% and in 2013 was 95,14%, dispensing time for powder medicine was 13,65 minutes, dispensing time for ready stock medicine was 3,53 minutes, supplier performance has not been good enough, level of medication error and potential error was low. Based on questioner, customer satisfaction was still low, reliability dimension was 0,02, responsiveness 0,00, tangible 0,00, assurance 0,01, empathy 0,02. 89,36% of patients in 2012 were covered with pharmaceutical service from hospital pharmacy installation,this level decreased in 2013 for 37,20%, the average time for drug information was 25,56 seconds.