Quality Of Pharmaceutical Services Research Articles

Influence of the Quality of Pharmacy Services and Non-Pharmacy on the Decision to Redeem the Prescription and Its Impact on Retreatment of General Outpatient at Pasar Minggu Hospital

The study examines the influence of pharmaceutical and non-pharmaceutical service quality on prescription redemption decisions and subsequent re-treatment decisions among general outpatients at Pasar Minggu Regional Hospital. The hospital has faced challenges, including a decline in outpatient visits and filled prescriptions, affecting its revenue during the 2022-2023 period. Patient perceptions of the pharmacy services significantly impact their decision to return for further medical care. The research aims to assess both direct and indirect effects of service quality on prescription redemption and re-treatment decisions. The study employs a verification approach with a cross-sectional design, using accidental sampling to survey 342 general outpatients between October 2023 and February 2024. Data were analyzed descriptively and inferentially using SEM PLS 3.0, encompassing both outer and inner model analyses through PLS Algorithm, Bootstrapping, and Blindfolding techniques. The findings reveal that the quality of pharmaceutical and non-pharmaceutical services significantly influences the decision to redeem a prescription (P = 0.000). Moreover, non-pharmaceutical service quality and the decision to redeem a prescription significantly affect the decision to re-medicate (P = 0.002 and 0.000, respectively). However, pharmaceutical service quality alone does not positively impact repeat treatment (P = 0.041). Both service variables have a significant indirect effect on re-treatment decisions through the mediating role of prescription redemption (P = 0.000).

REVIEW: THE RELATIONSHIP OF DRUGS INFORMATION SERVICES TO CHRONIC PATIENT LOYALTY

Patient loyalty is one of the most important factors in drug therapy to achieve successful disease treatment. We conducted a literature review to examine the relationship between drug information services and chronic patient loyalty in pharmacies. The method used was a systematic examination of related studies and articles, using a qualitative approach. The first screening included 50 articles and excluded 9 articles, the second screening excluded 30 articles, and the final articles used in this review were 11 articles. The results showed that drug information services had a positive effect on patient loyalty through the mediation of patient satisfaction. The factors that influence drug information services include the type of drug information, competence of the pharmacist, interpersonal communication, and service time. The factors that influence patient loyalty include trust, commitment, customer value, and switching costs. Keywords: Drug information service, patient loyalty, patient satisfaction, service quality, pharmaceutical service quality, customer satisfaction.

Perceptions, Expectations, Reality, and Public Confidence Regarding the Role of Pharmacists in Pharmacy Services in Bandung

Background: The shifting from the old paradigm to the new paradigm with the philosophy of pharmaceutical care demands pharmacists to enhance the quality of pharmaceutical services. However, this role has not been optimally fulfilled, especially in the community setting.Objectives: This study aimed to identify the perceptions and expectations, the gap between expectations and reality, and public confidence as well as to analyze the relationship between sociodemographic factors and the perceptions, expectations, and public confidence in Bandung City regarding the role of pharmacists in pharmaceutical services.Methods: A cross-sectional study was conducted using a validated survey instrument with 440 respondents in Bandung, West Java, from March to April 2023. The survey data were analyzed descriptively and through inferential statistics.Results: The analysis showed that 58.41% of the community had a positive perception, 56.82% had high expectations, the average gap between expectations and reality was 14.04%, and more than 51.36% had a high level of public confidence in pharmacists. Sociodemographic factors influencing perceptions were age and the highest level of education (p = 0.005; p = 0.003), factors influencing public confidence were age, the highest level of education, residence address according to ID card (KTP), and occupation (p < 0.001; p = 0.034; p = 0.001; p = 0.001), and the factor influencing expectations was the residence address according to ID card (KTP) (p = 0.043). A correlation was found between the dimensions of perceptions, expectations, and public confidence.Conclusion: Most participants held a positive perception, had high expectations, and shown high confidence in the pharmacist's position, despite the existence of a disparity between expectations and the actual provision of pharmacy services. The elements of perception, expectations, and confidence are interrelated.

Projected Customer Growth Rate of Hospital Pharmacy Installation in Blitar from 2021 to 2023

Quality of pharmaceutical services can be measured by the performance of the Blitar General Hospital Pharmacy Installation which focuses on customer growth rates. This study aims to determine the growth rate of outpatient and inpatient customers of the Blitar General Hospital Pharmacy Installation from 2021 to 2023. This research uses a qualitative descriptive approach. Data were collected through in-depth interviews, observations, and document studies, which were then analyzed using a qualitative approach. The results showed that the total customer growth rate increased over time; in 2021, there were 12,786 customers; in 2022, there were 44,833 customers; while in 2023, there were 58,850 customers

Behavior Mapping Study of The Layout of Drug Service Room in Outpatient Pharmacy of X Hospital

The quality of pharmaceutical services is related to patient satisfaction and the short waiting times for their accomplished drug in pharmacy installation. This research was conducted to describe the prescription service process in the outpatient pharmacy at X Hospital by observing the flow of drug dispensing and officer movement along with the time required for the process, with the environment behavior study and value stream mapping as the observation method. This action research was conducted by collecting qualitative and quantitative data. Data collection was carried out by observation (time allocation, time for drug service activities), interviews, focus group discussion (FGD), and Behavior Mapping. The results of value stream mapping showed that non-value added was greater than value-added, 78.5% versus 21.5%. Behavior mapping showed a physical trace in a stack of prescription files in all POSs during the service process. The longest process time occurred at post 4, which is during drug preparation, while the longest interval time was interval time 4, which is waiting for the re-check process. Other factors cause the waiting time for drug services to be lengthened. The spatial structure of pharmacy depot block A was less effective. The waiting time was still long. The researchers suggest that the space be regulated again and continued to the next action research cycle, up to the effective drug services, so that the waiting times can be short.

ANALISIS MANAJEMEN PELAYANAN TERHADAP KEPUASAN PASIEN BPJS DI KLINIK KESEHATAN

Pharmacy is service facility used for pharmacy practice by pharmacists. Health service standards are guidelines used to provide pharmaceutical services. The quality of pharmaceutical services is related to patient satisfaction. The purpose of this study was to determine the quality of pharmaceutical services, to determine the level of satisfaction of BPJS participants and the relationship between the quality of pharmaceutical services at the X Martapura Pharmacy Clinic. This study with a cross sectional survey design conducted on BPJS patients who visit the X Martapura Pharmacy Clinic. The sample used in the study was 70 person using purposive sampling technique. Data was collected using a 5-dimensional SERVQUAL method questionnaire, namely: assurance, tangible, responsiveness, empathy and reliability. Data analysis using Chi Square test. The results of the research that have been carried out can be seen that the overall quality of pharmaceutical services at the Martapura Pharmacy Clinic is categorized as very important and the level of patient satisfaction is categorized as very satisfied. The relationship between the quality of pharmaceutical services and the level of satisfaction of BPJS participants obtained a p-value of 0.000, which means that there is relationship between the quality of pharmaceutical services and the satisfaction level of BPJS participants at the Martapura Clinic Pharmacy.

The Influence of System Quality, Information Quality and Service Quality E-Learning on Employee Performance with Employee Satisfaction Mediation at PT MRT Jakarta

Pharmaceutical services are one of the health services that have an important role for hospitals in realizing quality health. The quality of pharmaceutical services in hospitals can be assesses by looking at the level of patient satisfaction. This research aims to determine the characteristics of BPJS Health participant outpatients, analyze the level of satisfaction of BPJS Health participant outpatients with pharmaceutical services in pharmacy installations, evaluate the gap between expectations and reality received by BPJS Health participant patients with pharmaceutical services at the RSPAD Gatot Soebroto pharmacy installation. This research is a type of non-experimental research with plan observational which is descriptive with a quantitative research type and a prospective approach, the number of respondents there in research is 398 people. The highest percentage results obtained from patient characteristics were women 64,32%, adults 69,35%, secondary education (SMA/SMK) 47,49%, and private employees 27,89%. Based on the level of patient satisfaction in reliability got 82,084% (very satisfied), responsiveness got 73,907% (satisfied), assurance got 79,598% (satisfied), tangibles got 78,860% (satisfied), empathy got 78,620% (satisfied), and the average value for the five dimensions of satisfaction obtained was 78,104% (satisfied). The overall GAP calculation received a negative value, meaning there is still a gap between expectations and the reality received by patient in pharmaceutical services at the RSPAD Gatot Soebroto pharmaceutical installation.

The Role Model of Legal Protection for Pharmacists in Carrying Out Their Profession in Reviewed from Law No. 17 of 2023 Concerning Health

The aim of the Indonesian State is to realize social welfare, especially in the health sector. Article 28 H paragraph (1) and Article 34 paragraph (3) of the 1945 Constitution of the Republic of Indonesia mandate that everyone has the right to welfare and health services, and the state is responsible for providing adequate public facilities and health services. This article uses literature review methods and normative legal research with a legislative approach to examine the legal system related to pharmacist protection. The research results show that there are no statutory regulations that specifically discuss protection for pharmacists in carrying out their practice. Therefore, regulations with heavier sanctions are needed to provide legal certainty for pharmacists and the public. The government needs to monitor pharmacies' compliance with pharmaceutical service standards, improve ongoing training, and update regulations to provide stronger legal protection for pharmacists. Further research is needed to evaluate policy implementation, risk analysis, and error management, as well as explore the role of technology in improving the quality of pharmaceutical services.

Analysis of the Importance Performance Method on the Quality of Outpatient Pharmacy Services at Guntur Hospital, Garut, West Java - Indonesia

Guntur Hospital is a hospital that provides health services and also provides pharmaceutical services. According to Minister of Health Regulation Number 72 of 2016 concerning functions and duties, hospitals must be able to provide quality services. This study aims to determine the level of patient satisfaction with the pharmaceutical services of Guntur Hospital using the five main dimensions of SERVQUAL. Then it is analyzed using importance performance analysis (IPA) to find out items that need to be prioritized for improvement by making a Cartesian diagram and providing recommendations for improving service quality. This research was conducted for 3 months by conducting interviews, observations and questionnaires on outpatients at Guntur Hospital. The research method uses quantitative research with a descriptive approach. Researchers used data collection techniques by observation, interviews, distributing questionnaires and documentation. From the results and discussion, it can be concluded that: The level of customer satisfaction with the quality of services provided at the Guntur Hospital outpatient pharmacy installation, in the dimensions of tangibles, reliability, assurance and empathy, patients stated that they were satisfied with the quality of services provided. Meanwhile, in responsiveness, patients stated that they were not satisfied with the quality of services provided. Then the gap in the quality of pharmaceutical services shows a negative gap value, which means that the expectations of patients in the outpatient pharmacy installation as a whole do not match the patient's perception.

Validity and Reliability of Questionnaire for Assessing Pharmaceutical Services at MMC Hospital

Pharmaceutical service implementation by pharmacists at community health centers is governed by Minister of Health Regulation No. 74 of 2016. This regulation necessitates the evaluation of pharmaceutical services to ensure service quality provided by pharmacists. This study aims to develop a questionnaire for assessing the quality of pharmaceutical services at MMC Hospital (Metropolitan Medical Centre). Conducted in two phases—questionnaire design and validation—this quantitative research formulated 23 statements across 5 service dimensions based on Minister of Health Regulation No. 74 of 2016. Logical validity testing identified 22 statements as valid per expert assessment. Content validity was assessed using Content Validity Ratio (CVR) and Content Validity Index (CVI), resulting in the elimination of statements with CVR < 0.99 and CVI < 70%. Construct validity and reliability were evaluated with 100 eligible respondents, confirming 22 statements with valid construct validity (r > 0.148). Reliability testing yielded Cronbach's Alpha values exceeding 0.6, indicating reliability of all valid statements. Consequently, 22 questionnaire statements were validated for assessing pharmaceutical service quality at MMC Hospital.

A Pengaruh Kualitas Pelayanan Farmasi Terhadap Kepuasan Pasien Rawat Jalan Di RS Hermina Tangkubanprahu Malang

Quality of pharmaceutical services is one of the indicators used to assess patient satisfaction.The aim of this study was to assess the quality of pharmaceutical services, patient satisfaction, and the relationship between the quality of pharmaceutical services and patient satisfaction. The main benefit of this research is information regarding the quality of pharmaceutical services and patient satisfaction. Non-experimental observational research is the research method. Data were obtained from outpatient questionnaires at Hermina Hospital.The SERVQUAL method was used for the assessment of service quality with 15 questions for each patient's perception and expectation value. Patient satisfaction was assessed with a questionnaire of 21 questions. The validity and reliability of the questionnaire has been tested. Descriptive statistical analysis and Spearman Rank correlation test were used for data analysis. A sample of 97 respondents, 45 males (46%) and 52 females (54%). Was obtained The majority of respondents were private sector employees (n=30;31%). Average monthly income < 3 million (n=51; 53%). The majority of visits to Hermina Hospital were 2-5 times (n=41; 42%). The service quality score was 3.27 on scale of 1-4 and the patient satisfaction score was 3.11. Correlation test results showed a significance value of p = 0.000 and a correlation coefficient = 0.660. This study concludes that the quality of pharmaceutical services is in the good category (81.75%), patient satisfaction is in the satisfied category (77.75%), and there is a significant influence (p=0.000) between the quality of pharmaceutical services and the satisfaction of Hermina Hospital outpatients. Tangkubanprahu Malang

Evaluation of the Quality of Pharmaceutical Services Based on Minimum Service Standards at Pandanarang Boyolali Regional General Hospital in 2023

Minimum Pharmaceutical Service Standards are very important because they are performance benchmarks that are used as guidelines for pharmaceutical personnel in providing pharmaceutical services. This research aims to determine the suitability of SPM for hospitals in the pharmaceutical sector on the indicators of length of time for prescription service, customer satisfaction, and suitability of prescriptions with the formulary as well as influencing factors at the Pandanarang Boyolali Regional General Hospital in order to help the hospital in improving the quality of better pharmaceutical services. This research uses descriptive analytical research conducted using quantitative research methods. The sample for this research was 300 outpatient patients/prescriptions for indicators of prescription suitability and waiting time, 150 respondents for indicators of customer satisfaction at Pandanarang Boyolali Regional Hospital. The results of the study showed that in the indicator of the length of time for prescription service, the average time for non-concocted prescriptions was 16.33 ± 15,114 minutes and for concocted prescriptions it was 29.85 ± 27,958 minutes, for the patient satisfaction indicator the results were 94.03%, as well as for the indicator The conformity of the prescription with the formulary was 94.72%. Based on the research results obtained, it can be concluded that according to the Decree of the Minister of Health of the Republic of Indonesia Number 129/MENKES/SK/II/2008 concerning Minimum Service Standards for Hospitals in the Pharmaceutical Sector which has been determined by the Ministry of Health of the Republic of Indonesia that the Pandanarang Boyolali Regional General Hospital is in the indicator The conformity of prescriptions with the formulary does not meet standards, the average waiting time for prescription services meets standards, and the level of customer satisfaction with pharmacy services in pharmaceutical installations meets standards

Association of the barriers of pharmaceutical care perceived by clinical pharmacists and occupational stress in tertiary hospitals of China.

As an important member of the healthcare team, clinical pharmacists' occupational stress will lead to a decline in the quality of pharmaceutical care. According to person-environment fit theory, barriers of pharmaceutical care perceived by clinical pharmacists may be a potential factor influencing occupational stress. This study aimed to assess the association between the specific barriers of pharmaceutical care perceived by clinical pharmacists and their occupational stress in China. A field-based questionnaire survey of tertiary hospitals was conducted in 31 provincial administrative regions in mainland China using a multi-stage stratified sampling method. Data on occupational stress, barriers of pharmaceutical care perceived by clinical pharmacists and other factors of job stress were collected using the Brief Job Stress Questionnaire and a self-administered instrument. The instruments have undergone multiple rounds of pilot investigations, and their reliability is acceptable. Ordinary least squares regression was used to evaluate the association of the perceived barriers and other factors with their occupational stress. A total of 625 clinical pharmacists from 311 tertiary hospitals in China (response rate = 84%) participated. Perceived resource dimension barriers (p = 0.00) and self-improvement dimension barriers (p = 0.01) were associated with increased occupational stress of the participants. In addition, clinical pharmacists with senior professional titles and engaged in neurology and ICU have higher occupational stress. By removing barriers to pharmacists' resources and self-improvement, it is possible to better meet the work needs of clinical pharmacists and may effectively reduce occupational stress, thereby improving the quality of pharmaceutical services.

Analysis of the Quality of Pharmaceutical Services at Outpatient Health Centers, East Sumba Regency, Indonesia

Public administration services are one way to demonstrate maximum government performance in providing welfare and meeting community needs. One important sector in public services is pharmaceutical services at Health Centers. This research uses a descriptive method with a cross-sectional design. Primary data was obtained through observation, interviews and documentation. Secondary data was obtained from the 2022 Health Centers Medicine Usage Report and Request Sheet (LPLPO) and the 2021 Health Centers Drug Requirements Plan (RKO). Of the 28 indicators of the quality of pharmaceutical services, 15 of the third indicators of the Health Centers meet the standards, 10 of the third indicators of the Health Centers do not meet the standards, 1 indicators only one Health Center meets and 2 indicators only two Health Centers fulfill. Factors that influence the quality of management of pharmaceutical preparations at the East Sumba Regency outpatient Health Centers are human resources that do not come from pharmacy. The quality of pharmaceutical services at the East Sumba Regency outpatient Health Centers still needs to be improved. Pharmacists are needed as pharmaceutical personnel to maximize pharmaceutical services to the community.

Evaluation of the Implementation of Pharmaceutical Service Standards at the Keerom District Health Center, Indonesia

Pharmaceutical services are an integral part of health services that focus on optimizing drug use to achieve optimal therapeutic results. Regulation of the Minister of Health of the Republic of Indonesia Number 73 of 2016 concerning Pharmaceutical Service Standards at Health Centers is a reference in providing quality pharmaceutical services. This study aims to evaluate the implementation of pharmaceutical service standards at the Keerom District Health Center. This research uses a descriptive method. Data was collected through questionnaires and observation sheets at 6 Health Centers in Keerom District. Data were analyzed using SPSS to calculate percentages and average values. The research results show that the level of implementation of pharmaceutical service standards at the Keerom District Health Center is in the good category with an average value of 78-84%. The categories with the highest scores are the pharmaceutical preparation management category (84%) and the drug information services category (82%). The category with the lowest score is the quality assurance category (78%). In conclusion, the overall implementation of pharmaceutical service standards at the Keerom District Health Center has reached the good category. Improvement efforts need to be made in several categories, such as quality assurance, to achieve optimal pharmaceutical services.

Customer Satisfaction with Community Pharmacy Services and Its Determinant in Indonesia: A Cross-sectional Survey

Background: Assessing customer satisfaction and its determinants are important for evaluating the quality of pharmaceutical services and identifying areas for improvement.Objectives: This study aims to evaluate the level of customer satisfaction and identify key factors associated with it.Methods: A cross-sectional study was conducted in 10 pharmacies located in Yogyakarta, Surakarta, and Magelang cities, involving a total of 1,200 customers. Data was collected using a validated patient satisfaction questionnaire from previous study and analyzed using SPSS 20 software. It was interviewed questionnaire that consists of three domains: sociodemographic characteristics, patient satisfaction, and opinions on service improvement in the community pharmacies. The inclusion criteria were customer who received services at community pharmacies between July and August 2021. Customers who were sick and unable to participate in an interview were eliminated from the study. Results: The average overall satisfaction score obtained was 3.46 (SD ±0.34). The average customer satisfaction scores were as follows: facilities (3.92 ± 0.45), waiting time (3.76 ± 0.59), medicine stocks (3.54 ± 0.61), staff availability (3.25 ± 0.53), and counseling hours (3.18 ± 0.54).Conclusion: Overall, customers are quite satisfied with the community pharmacy services. There is a relationship between age, residence, education level, type of medicine, payment method, and experience in using pharmacy with customer satisfaction level. Community pharmacists should prioritize improving service quality by focusing on enhancing customer counseling and pharmacists’ skills in communication.

The Influence of Outpatient Pharmacy Service Quality on Patient Satisfaction at Hermina Bekasi Hospital

Patient satisfaction is the level of patient feelings that arise due to the performance of health services obtained after comparing the patient with what he feels. This research was conducted at the Hermina Bekasi Hospital because at this institution no research had been conducted on the quality of pharmaceutical services on outpatient satisfaction. The research method used is quantitative with an associative method to determine the relationship between service quality variables and patient satisfaction variables. Based on the results of the analysis carried out using SPSS 21.0, the value of the influence of Service Quality (X) on Patient Satisfaction (Y) can be narrated using the regression formula Y= a+bX, so the regression value resulting from the calculation above is Y = 16,725 + 0.721X. The constant value (a) is = 16,725 while the coefficient value (b) = 0.721. The meaning of this equation is that if there is no quality of service, then patient satisfaction will be worth 16,725 units. However, if there is an increase of one unit/unit of the service quality variable, it will affect the increase in patient satisfaction by 0.721. Based on the calculations obtained, tcount is 13.092 > t table 1.984, it can be concluded that is rejected and is accepted because t count is greater than t table. Thus it can be concluded that there is an influence of Service Quality on Patient Satisfaction.

Evaluation of the Quality of Pharmaceutical Services in Private Hospitals in Sukoharjo in 2023

Introductory: Minimum Service Standards are very important because they are a benchmark for the performance of health services provided in hospitals. Objective:This study aims to evaluate the quality of pharmaceutical services at the Private Hospitals in Sukoharjo based on indicators of waiting time for ready-made and compounded medicine services, customer satisfaction, and writing prescriptions according to the formulary. Method:This research is non-experimental research with observational research and descriptive analysis..Result:the waiting time indicator for compounded medicines of 31 minutes and non-mixed medicines of 24 minutes meets the Minimum Hospital Service Standard. For the customer satisfaction indicator, the result was 88.8%, and the conformity of prescription writing with the formulary with a result of 83.1% had achieved the target of the National Indicator for Hospital Service Quality based on the Republic of Indonesia Minister of Health Regulation No . 30 of 2022.Conclusion:From the results of this research it can be concluded that the Private Hospitals in Sukoharjo Hospital Pharmacy Installation have met the Minimum Service Standards (SPM) and National Service Quality Indicators that have been determined

The Role of Pharmacists in Providing Pharmaceutical Services in Selected Government Hospitals in Kabul

Objective: This study aims to investigate the role of pharmacists in delivering pharmaceutical services within selected government hospitals in Kabul, utilizing the SERVQUAL model. Methods: A quantitative research design was employed, utilizing a sample population of 338 patients who were hospitalized in the selected hospitals. A structured questionnaire was used to collect data on socio-demographic characteristics and perceptions of pharmaceutical services. The data were analyzed using the linear regression test to examine the relationships between the role of pharmacists and the combined indices. Results: he results indicated a significant positive relationship between the role of pharmacists and the combined indices of tangible factors, reliability and credibility, responsiveness, reassurance, and empathy (R = 0.642, R-squared = 0.412, Adjusted R-squared = 0.403, p < 0.001). Tangible factors, reliability and credibility, and empathy demonstrated the most substantial influence on the pharmacists' role. Conclusion: The results demonstrate that patients in selected hospitals within Kabul are content with the quality of services provided. Based on the SERVQUAL model, patient satisfaction with service quality is achieved across five dimensions: tangible factors, reliability, responsiveness, assurance, and empathy. Notably, the reliability variable garners the highest satisfaction level, while the empathy variable receives the lowest. These findings emphasize the need for targeted efforts to enhance empathy, communication, and the overall quality of pharmaceutical services delivered by pharmacists in selected hospitals within Kabul.

GAMBARAN TINGKAT KEPUASAN PASIEN TERHADAP PELAYANAN KEFARMASIAN DI APOTEK EMPUNALA PERIODE MARET – MEI 2023

Pharmaceutical services are health services that have an important role in realizing health quality. Pharmaceutical services apart from being a 2 demand for professionalism such as a factor that attracts consumers' interest in purchasing drugs at pharmacies in order to obtain patient satisfaction. The purpose of this study was to describe the level of patient satisfaction with pharmaceutical services at the Empunala Drug store and to improve the quality of pharmaceutical services at the Empunala Drug store. This Research is descriptive non-experimental with incidental sampling, data collection using a questionnaire. The results of the study on the level of patient satisfaction with pharmaceutical services at the Empunala Drug store period March until May 2023 concluded on the Reliability dimension is 76%, the Responsiveness dimension is 78%, the Assurance dimension is 78%, the Emphaty dimension is 77%, and the Tangible dimension is 80%.