MUTIARA TITANI, 050810249 (2012) KEPUASAN PASIEN TERHADAP PELAYANAN KEFARMASIAN DI PUSKESMAS WILAYAH SURABAYA TIMUR. Skripsi thesis, UNIVERSITAS AIRLANGGA.

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Abstract

Primary health care center as the first stratum of health services have the function to improve the health of individuals and communities are supported with quality pharmaceutical services. Measurement of pharmaceutical quality services could be done by measuring patient satisfaction. The purpose of this study was to determine patient satisfaction toward the pharmaceutical quality services at the Primary health care center in east Surabaya. Accidental sampling method was conducted by collecting the data based on 125 patients and fulfilled the inclusion criteria. Data were analyzed by customer window and servqual method. There were some results of this study. Customer window showed that pharmaceutical service factors had inadequate performance and should be enhanced, including the information about side effects of drugs. Service factors had good performance and should be maintained including provide the information about the rules of drugs usage, and deliver those drugs in a state of good condition should be provided. In servqual method, the result showed that the patients were not satisfied about providing information side effects and drug storage of drugs. Service factors means that the patients satisfied of delivering drugs in a state on good condition and providing information about how to use the correct medication. In conclusion, there were pharmaceutical service factors should be improved and the patients were not satisfied. It is suggested that the necessary education for patients about the importance of the pharmaceutical quality services.

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