ANALISIS TINGKAT KEPUASAN PASIEN JKN RAWAT JALAN TERHADAP PELAYANAN FARMASI DI PUSKESMAS KOTAGEDE II DAN PUSKESMAS UMBULHARJO I YOGYAKARTA MENGGUNAKAN METODE SERVQUAL
Abstract
Indonesian government's efforts to improve public health, one of which is Universal
Health Coverage (UHC) program organized by the Social Security Administering
health Agency and cooperated with all health facilities in Indonesia. Primary Health
Care is a health facility the most widely used and some patients feel dissatisfaction
for services offered so that it can be affect the interest for the use of health
facilities. The purpose of this study was to know the level of patient satisfaction
JKN outpatients health against pharmaceutical service in primary health care
Kotagede II and Umbulharjo I based on Servqual dimensions,to know the
difference of patient satisfaction at primary health care and determine the relation
between sosiodemographic at the level of patient satisfaction JKN outpatient in
primary health care Kotagede II and Umbulharjo I. Types of research was analytic
observational study using cross sectional design. Sampling was conducted using
systematic random sampling with sample size 100 respondents each primary health
care. Collecting data using quantitative data from Servqual questionnaires and
sociodemographic characteristics of the patients. Data analysis using Chi Square
test, Spearman Rank correlation test and Mann Whitney test. Reliability dimension
in primary health Kotagede II has the highest satisfaction level, that is 100% and
tangible dimension in primary health Umbulharjo I has the highest satisfaction
level, that is 96%. Tangible dimension in primary health Kotagede II has the lowest
satisfaction level, that is 96% and empathy dimension in primary health
Umbulharjo I has the lowest satisfaction level, that is 91%. There is a significant
difference between primary health Kotagede II and Umbulharjo I, that are
reliability, responsiveness and empathy dimensions of the level patient satisfaction.
There is a low correlation between age and the frequency of visits on the level of
patient satisfaction in pharmaceutical services in primary health care Kotagede II
and Umbulharjo I.
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