Evaluation of Outpatient Satisfaction with Pharmaceutical Services in the Era of National Health Insurance

Authors

  • Dewi Mardika Sari Faculty of Medicine and Health Sciences, Universitas Muhammadiyah Yogyakarta, Bantul, Yogyakarta
  • Pramitha Esha Nirmala Dewi Faculty of Medicine and Health Sciences, Universitas Muhammadiyah

DOI:

https://doi.org/10.55324/iss.v2i9.482

Keywords:

JKN, customer satisfaction, pharmaceutical services, outpatient

Abstract

Background: The National Health Insurance (JKN) system has been able to improve the health status of the Indonesian people. However, efforts are still needed to accelerate the achievement of health indicators to catch up with other countries. Therefore, the researchers were interested in conducting research related to evaluating outpatient satisfaction with pharmaceutical services in the era of national health insurance at the PKU Muhammadiyah Gamping Hospital.

Aim: The purpose of this study is to determine the profile of outpatient satisfaction and at what dimensional pointes outpatients are less satisfied with pharmaceutical services by using national health insurance at PKU Muhammadiyah Gamping hospital  

Method: This research is a non-experimental descriptive study with a cross sectional approach. Sampling is carried out prospectively by the purposive sampling method through questionnaires given to the target population. The number of statement items in this study is 29 satisfaction items and 29 expectations items in terms of 5 dimensions.

Findings: The level of satisfaction of outpatients with pharmaceutical services in national health insurance users at PKU Muhammadiyah Gamping included the responsiveness dimension of 95.52%, the empathy dimension of 90.49%, the assurance dimension of 90.32%, the reliability dimension of 87.12%, and the tangible dimension of 86.40%. The result of the average value of the respondent's overall satisfaction level was 89.97%. Based on the average results of the value of the outpatient satisfaction level with the pharmaceutical services of national health insurance users at PKU Muhammadiyah Gamping Hospital, this value is included in the category of "very satisfied."

References

Andriani, M., Perawati, S., & Nurhaliza, S. (2022). Tingkat kepuasan pasien rawat jalan terhadap pelayanan kefarmasian di instalasi farmasi Rumah Sakit Langit Golden Medika Sarolangun. Indonesian Journal of Pharmaceutical Education, 1(3), 10–20. https://doi.org/10.37311/ijpe.v2i1.13247

Astuti, E. K. A., Sriatmi, A., & Agushybana, F. (2023). Implementation of patient drug prescription services in hospital pharmacy installations: Has it been managed properly to reduce waiting time? Contagion: Scientific Periodical Journal of Public Health and Coastal Health, 5(1), 189–203.

Grange, E. S., Neil, E. J., Stoffel, M., Singh, A. P., Tseng, E., Resco-Summers, K., Fellner, B. J., Lynch, J. B., Mathias, P. C., Mauritz-Miller, K., Sutton, P. R., & Leu, M. G. (2020). Responding to COVID-19: The UW medicine information technology services experience. Applied Clinical Informatics, 11(2). https://doi.org/10.1055/s-0040-1709715

Larasanty, L. P. F., Cahyadi, M. F., Sudarni, N. M. R., & Wirasuta, I. M. A. G. (2019). Patient satisfaction with pharmaceutical care services provided at primary-level and secondary-level health facilities in Indonesia’s health coverage system. Journal of Health Research, 33(1), 80–88.

Muhammad, D., Almasyhuri, A., & Setiani, L. A. (2020). Evaluasi tingkat kepuasan pasien terhadap pelayanan kefarmasian di Rumah Sakit Sekarwangi Cibadak Kabupaten Sukabumi. Jurnal Ilmiah Ilmu Terapan Universitas Jambi|JIITUJ|, 4(2), 174–186. https://doi.org/10.22437/jiituj.v4i2.11606

Mumu, P. A., Lolo, W. A., & Jayanto, I. (2020). Analisis kepuasan pasien peserta Jaminan Kesehatan Nasional di Apotek Kimia Farma 396 Tuminting Kota Manado. Pharmacon, 9(2), 302. https://doi.org/10.35799/pha.9.2020.29285

Nisa’, Z., Sugihantoro, H., Syahrir, A., & Wijaya, D. (2021). Tingkat kepuasan konsumen terhadap pelayanan kefarmasian di Apotek Ganesha Farma Kabupaten Lamongan. Journal of Islamic Pharmacy, 6(1), 52–65. https://doi.org/10.18860/jip.v6i1.11273

Novaryatiin, S., Ardhany, S. D., & Aliyah, S. (2018). Tingkat kepuasan pasien terhadap pelayanan kefarmasian di RSUD Dr. Murjani Sampit: The level of patient satisfaction to pharmaceutical service in Dr. Murjani Hospital Sampit. Borneo Journal of Pharmacy, 1(1), 22-26.

Putri, F. D., & Noer, K. U. (2019). Accessibility of national health guarantee-health indonesia cards (jkn-kis) for family scenaries in headquarters in tpa cipayung - depok. ICSS Proceedings, 101.

Rahma, K., & Airlangga, E. (2021). Karakteristik foto toraks pada anak usia 1 bulan-17 tahun dengan diagnosa Tuberkulosis paru di RS Haji Medan. Jurnal Ilmiah Kohesi, 5(3), 293-298.

Ratnasari, D., Misnaniarti, M., & Windusari, Y. (2020). Analisis kualitas layanan pasien Jaminan Kesehatan Nasional (JKN) mandiri di instalasi rawat jalan Rumah Sakit Umum Daerah (RSUD) Sekayu tahun 2019. Jurnal Kesehatan Vokasional, 5(2), 74. https://doi.org/10.22146/jkesvo.48366

Swain, S., & Kar, N. C. (2018). Hospital service quality as antecedent of patient satisfaction – a conceptual framework. International Journal of Pharmaceutical and Healthcare Marketing, 12(3). https://doi.org/10.1108/IJPHM-06-2016-0028

Uppal, A., Silvestri, D. M., Siegler, M., Natsui, S., Boudourakis, L., Salway, R. J., Parikh, M., Agoritsas, K., Cho, H. J., & Gulati, R. (2020). Critical care and emergency department response at the epicenter of the COVID-19 pandemic: New York City’s public health system response to COVID-19 included increasing the number of intensive care units, transferring patients between hospitals, and supplementing critical care staff. Health Affairs, 39(8), 1443–1449.

Woods, S., & Heidari, Z. (2003). The influence of gender on patient satisfaction. The Journal of Gender-Specific Medicine?: JGSM?: The Official Journal of the Partnership for Women’s Health at Columbia, 6, 30–35.

Yuliani, N. N., Sambara, J., & Isman Farmasi, H. (2017). Tingkat kepuasan pasien rawat jalan terhadap pelayanan kefarmasian di instalasi farmasi Rumah Sakit Ibu dan Anak Di Kota Kupang Tahun 2015. Jurnal Info Kesehatan, 15(2), 482–494.

Downloads

Published

2023-06-23

Issue

Vol. 2 No. 9 (2023): Special Issue

Section

Articles

License

Copyright (c) 2023 Dewi Mardika Sari, Pramitha Esha Nirmala Dewi

Creative Commons License

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

Authors who publish with this journal agree to the following terms:

  • Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-ShareAlike 4.0 International. that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
  • Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
  • Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.