Electronic Theses and Dissertation

ABSTRAK
Pelayanan kefarmasian di rumah sakit merupakan bagian yang tidak terpisahkan dari
sistem pelayanan kesehatan rumah sakit yang berorientasi kepada pelayanan pasien.
Kualitas pelayanan kefarmasian di instalasi farmasi rumah sakit dapat diidentifikasi
dan ditingkatkan dengan menilai tingkat kepuasan pasien. Oleh karena itu kepuasan
pasien perlu diukur untuk meningkatkan mutu pelayanan di instalasi farmasi itu
sendiri. Tujuan penelitian ini adalah untuk mengetahui gambaran kepuasan pasien
terhadap pelayanan kefarmasian di Depo Farmasi Rawat Jalan RSUD dr. Zainoel
Abidin. Penelitian ini bersifat observasional deskriptif dengan desain cross-sectional
study. Sampel penelitian ini adalah pasien yang berobat rutin di Depo Farmasi Rawat
Jalan RSUD dr. Zainoel Abidin yang berasal dari poli endokrin, jantung, penyakit
dalam, dan saraf (pasien yang dilayani untuk resep kronik). Jumlah sampel penelitian
ini adalah 100 orang yang diambil secara purposive sampling. Penelitian ini
dilakukan di ruang konseling di Depo Farmasi Rawat Jalan RSUD dr. Zainoel
Abidin. Kepuasan pasien diperoleh dari wawancara terpimpin menggunakan
kuesioner penilaian kepuasan pasien. Hasil penelitian menunjukkan bahwa pasien
sangat puas terhadap keramahan petugas saat memberikan pelayanan(82,9%).
Sementara itu pasien puas terhadap sarana dan prasarana(72,5%), komunikasi,
informasi, dan edukasi obat (KIE) (78,2%), serta kecepatan pelayanan (75,1%) di
Depo Farmasi Rawat Jalan RSUD dr. Zainoel Abidin.

Kata Kunci: Rumah Sakit, Depo Farmasi Rawat Jalan, Pelayanan Kefarmasian,
Kepuasan Pasien

ABSTRACT Pharmaceutical services in hospitals are an inseparable part of the hospital health care system that is oriented to patient care. The quality of pharmaceutical services in hospital pharmacy installations can be identified and improved by assessing the level of patient satisfaction. Therefore, patient satisfaction needs to be measured to improve the quality of service in the pharmaceutical installation itself. The purpose of this study was to determine the description of patient satisfaction with pharmaceutical services at the Outpatient Pharmacy Depot RSUD dr. Zainoel Abidin. This study was descriptive observational with a cross-sectional study design. The sample of this study were patients who received regular treatment at the Outpatient Pharmacy Depot RSUD dr. Zainoel Abidin who comes from poly endocrinology, heart, internal medicine, and neurology(patients who are served for chronic prescription). The number of samples in this study was 100 people who were taken by purposive sampling. This study was conducted in the counseling room at the Outpatient Pharmacy Depot RSUD dr. Zainoel Abidin. Patient satisfaction was obtained from guided interviews using a patient satisfaction assessment questionnaire. The results showed that patients were very satisfied with the friendliness of the staff when providing services (82.9%). Meanwhile, patients were satisfied with the facilities and infrastructure (72.5%), communication, information, and education (CIE) of the drug (78.2%), and the speed of service (75.1%) at the Outpatient Pharmacy Depot RSUD dr. Zainoel Abidin. Keywords : Hospital, Outpatient Pharmacy Depot, Pharmaceutical Services, Patient Satisfaction