ANALISIS KEPUASAN PASIEN BPJS TERHADAP PELAYANAN FARMASI PADA PESERTA PROGRAM RUJUK BALIK DI APOTEK KIMIA FARMA KARAWANG
Abstract
Pharmaceutical services in Indonesia that are required to change orientation from drug oriented to patient oriented. Pharmaceutical services are also carried out in one of the BPJS Health programs, namely the Referral Services Program (PRB). Referral service is a health service provided to patients in health facilities for referrals from specialist doctors or caring sub -specialists. Patient recovery is expected to be obtained from comfort, good pharmacy service, as well as from the drugs used by patients. Satisfaction is a feeling of happy or disappointed someone who is sourced from the impression of product performance (or results) is the same as his expectations. The result is high customer loyalty. The purpose of this study is to determine the level of satisfaction of pharmaceutical services at the Kimia Farma Karawang Pharmacy towards BPJS patients Referring Program. This research is a descriptive study with the cross sectional method and using prospective data. Data in the form of questionnaire sheets that have been filled out by respondents. The results obtained from this study are the level of satisfaction in the 65% tangible dimension, the level of satisfaction at the Reliability Dimension 52%, the satisfaction level in the responsiveness dimension of 65%, the level of satisfaction in the Assurance dimension 50%, and the level of satisfaction in the Empathy dimension 65%
References
Alkandahri, MY., dan Putri, IQAE. Tingkat Kepatuhan Penggunaan Obat Fenitoin Pada Pasien Epilepsi Di Rumah Sakit Citra Sari Husada Intan Barokah Karawang. Buana Ilmu. 2021; 5(2): 119-128.
Amanda, M., Frianto, D., Amal, S., Alkandahri, MY., Hidayah, H. Analisis Pengelolaan Sediaan Farmasi Pada Masa Pandemi Covid-19 Di Puskesmas Kecamatan Rawamerta. Jurnal Buana Farma. 2021; 1(3): 37-40.
Arfania, A., Pardede, TW., Alkandahri, MY. Analisis Tingkat Kepuasan Pasien BJPS Terhadap Pelayanan Di Instalasi Farmasi Rawat Jalan Rumah Sakit Swasta. Jurnal Farmasetis, 2022; 11(1): 1-6.
Arfania, M., Frianto, D., Astuti, D., Anggraeny, EN., Kurniawati, T., Alivian, R., and Alkandahri, MY. Measurement of Adherence Level of Pulmonary Tuberculosis Drugs use in Patients in the Primary Health Centers in Karawang Regency, West Java, Indonesia, using MMAS Instrument. Journal of Pharmaceutical Research International. 2021; 33(54A): 115-120.
Bustami. (2011). Penjaminan Mutu Pelayanan Kesehatan & Akseptabilitasnya. Jakarta: Erlangga. Halaman 136.
Harto budi, 2015 Analisis tingkat kepuasan pelanggan dengan pendekatan fuzzy Servqual dalam upaya peningkatan kualitas pelayanan. Jurnal TEKNOIF. Vol.3.
Iksan, H., Frianto, D., Alkandahri, MY. Evaluasi Pengobatan Infeksi Saluran Pernapasan Akut Pada Balita Di Klinik X Cikarang Utara. Jurnal Buana Farma. 2021; 1(3): 31-36.
Kotler, Phillip. 2012. Manajemen Pemasaran, Edisi 13. Jakarta; Erlangga.
Leebov, W., dan Scott, G. (1994). Service Quality Improvement: The Customer Satisfactiom Strategy For Healthcare. NewYork: American Hospital Publishing.
Nurrohmah, C., Astuti, A., dan Alkandahri, MY. Analisis Hubungan Sikap dan Pengetahuan Terhadap Kepatuhan Penggunaan Fe Pada Ibu Hamil Di Puskesmas Klari. Pharma Xplore. 2020; 5(2): 76-86.
Nurrohmah, C., Astuti, A., dan Alkandahri, MY. Analisis Hubungan Sikap dan Pengetahuan Terhadap Kepatuhan Penggunaan Fe Pada Ibu Hamil Di Puskesmas Tirtamulya. Pharma Xplore. 2020; 5(2): 87-98.
Putri, Asih Eka. (2014), Seri Buku Saku-2: Paham BPJS (Badan Penyelenggara Jaminan Sosial Kesehatan), iedrich-Ebert-Stiftung, hlm.7
Sani K, F. (2018). Metodologi Penelitian Farmasi Komunitas dan Eksperimental. In Deepublish Publisher.
Setyawati, V. A. V., & Setyowati, M. (2015). Karakter gizi remaja putri urban dan rural di provinsi Jawa Tengah. KEMAS: Jurnal Kesehatan Masyarakat, 11(1), 43-52.
