ENY DWI SUSANTI, 050810063 (2013) KEPUASAN PASIEN TERHADAP MUTU PELAYANAN KEFARMASIAN DI PUSKESMAS WILAYAH SURABAYA BARAT. Skripsi thesis, UNIVERSITAS AIRLANGGA.

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Abstract

the function of improving the health of individuals and communities to be supported with quality pharmaceutical services. The modification of the orientation of pharmaceutical care from drug oriented to patient oriented also requires pharmacist to be able to provide quality services. Measurentment of quality of pharmaceutical services could be done by measuring patient satisfaction. The purpose of this study was to determine patient satisfaction for the quality pharmaceutical services at the primary health care center in west Surabaya. Accidental sampling method was conducted by collecting data from 118 patients and fullfilled the inclusion criteria. Data were anaylized by servqual and customer window methods. There were some result of this study. In servqual method, the result showed that the patients were not satisfied with the pharmaceutical services. Customer window showed that indicator of pharmaceutical service that had inadequate performance and should be enhanced, include providing information about side effects of drugs and providing information about how to use the medication correctly. Indicator of pharmaceutical service of that had good performance and should be maintained were the placement of the name “a pharmacy” that could be seen clearly, calling the name of the patient, providing information on uses of drugs, providing information about medication schedule, the writing of drug use with clear rules, dispense a complete medicine, and dispense drugs in good physical condition.

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