HALLA HISAN HARTOTO, 050810037 (2013) KEPUASAN PASIEN TERHADAP PELAYANAN KEFARMASIAN DI PUSKESMAS WILAYAH SURABAYA PUSAT. Skripsi thesis, UNIVERSITAS AIRLANGGA.

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Abstract

Health services at primary health care center need high quality pharmaceutical services support. Patient’s satisfaction is one of the indicator to evaluate the service. The objective of this study was to examine patient satisfaction towards pharmaceutical services at Primary health care center in Central Surabaya. A cross sectional survey was conducted to patient at Primary health care center in Central Surabaya who get pharmaceutical services by questionnaire from February until May 2012 to 104 respondents. Questionnaire was tested for its validity and reliability. Respondents were selected by accidental sampling method. Respondents rated their importance and performance of pharmaceutical services by using a likert scale. Data from completed surveys were analyzed by servqual method and importance and performance matrix. According to servqual method, the result show that patients at Primary health care center in Central Surabaya were not satisfied. According to importance and performance matrix method, the result were divided into four quadrant. The performance of indicator include health provider give the medicine indication and ensure how the patient use medication correctly should be improved. Indicator that the performance should be maintained were availability of health posters, comfortable room, officer call patient’s name, dosage information, the drug label written clearly and orderly, complete and good physic of medication. Pharmacist should improve their rule in pharmaceutical services at Primary health care center in Central Surabaya

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