LEVEL OF PATIENT SATISFACTION WITH REFERRAL PROGRAM (PRB) ON THE QUALITY OF PRESCRIPTION SERVICES FROM TWO BRANCHES OF KIMIA FARMA PHARMACY IN BENGKULU CITY

Jurnal Farmasi Malahayati Pub Date : 2023-08-24 DOI:10.33024/jfm.v6i2.10693

D. Fauziah, Dinna Fransiska Putri, Aina Fatkhil Haque, Elly Mulyani

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Abstract

The quality of health services is a factor that must be considered by a health service facility, especially after the implementation of the health insurance program. The quality of service can be judged by the level of patient satisfaction with the by diameters of reliability, responsiveness, ability and empathy. The results of the satisfaction assessment can be one of the evaluation materials in an effort to improve service quality. The research was conducted at Apotek Kimia Farma 72 and Apotek Kimia Farma 220 Bengkulu City. This type of research is a descriptive observational study with a quantitative approach. How to take samples with the non-probability sampling method with accidental sampling techniques. The sample in this study were 95 respondents. This study was analyzed descriptively based on the Likert scale, by measuring the question indicators of reliability, responsiveness, assurance and empathy. The results showed the percentage of PRB patient satisfaction level with prescription servers at Apotek Kimia Farma 72 was 82.54% in the reliability dimension with the classification was very satisfied, the responsiveness dimension was 82.72% with the classification of very satisfied, the ability dimension was 83.36% with the classification very satisfied and the empathy dimension was 83.27% with a very satisfied classification. Whereas for Apotek Kimia Farma 220, a percentage of 82.75% was obtained on the reliability dimension with the classification very satisfied, the responsiveness dimension was 83.5% with the classification very satisfied, the ability dimension was 82.13% with the classification very satisfied and the empathy dimension was 84.38% with a very satisfied classification. These results show that the percentage of satisfaction at Apotek Kimia Farma 220 is higher than Apotek Kimia Farma 72.Keywords: Pharmacy, Patients Satisfaction Level, Prescription Services, Kimia Farma, Pharmaceutical services

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患者满意度的转诊计划(prb)的质量处方服务，从两个分支kimia farma药房在明古鲁市

保健服务的质量是保健服务机构必须考虑的一个因素，特别是在实施健康保险方案之后。通过患者对服务质量的满意程度，通过可靠性、响应性、能力和移情的直径来判断服务质量。满意度评价的结果可以作为提高服务质量的评价材料之一。研究在Apotek Kimia Farma 72和Apotek Kimia Farma 220 Bengkulu市进行。这种类型的研究是一种定量方法的描述性观察研究。如何利用非概率抽样方法和偶然抽样技术进行抽样。本研究的样本为95名受访者。本研究采用李克特量表进行描述性分析，通过测量可靠性、反应性、保证性和共情性的问题指标。结果显示，Apotek Kimia Farma 72医院处方服务人员的PRB患者满意度在信度维度为82.54%，分类为非常满意，响应度维度为82.72%，分类为非常满意，能力维度为83.36%，分类为非常满意，共情维度为83.27%，分类为非常满意。Apotek Kimia Farma 220的可靠性维度为82.75%，分类非常满意;响应性维度为83.5%，分类非常满意;能力维度为82.13%，分类非常满意;同理心维度为84.38%，分类非常满意。这些结果表明，Apotek Kimia Farma 220的满意度百分比高于Apotek Kimia Farma 72。关键词:药学，患者满意度，处方服务，Kimia Farma，药学服务

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Jurnal Farmasi Malahayati

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