Level Of Satisfaction Outpatient Patients With Pharmacy Services at PKU Muhammadiyah Mayong Jepara Hospital
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Abstract
Patient satisfaction is a level of patient feeling that arises as a result of the performance of the health services they receive after the patient compares them with what they expected. Pharmaceutical services are a form of direct and responsible service to patients related to pharmaceutical preparations to achieve definite results to improve the patient's quality of life. One of the objectives of pharmaceutical services is to improve the quality of pharmaceutical services. The quality of pharmaceutical services greatly influences patient satisfaction because consumer satisfaction is an indicator to determine the quality of a service. This study aims to determine the level of satisfaction and the relationship between outpatient characteristics and pharmaceutical services at the PKU Muhammadiyah Mayong Jepara Hospital. This research used a descriptive non-experimental method, sampling using the incidental sampling method with a sample size of 100 patients. The results showed that the level of patient satisfaction in the responsiveness dimension was satisfied (73.84%), the reliability dimension was satisfied (73.04%), the guarantee dimension was satisfied (73.92%), the caring dimension was satisfied (73.24 %), and the physical evidence dimension was satisfied (71.24%). There is no relationship between patient characteristics and level of satisfaction. The overall satisfaction level of outpatients with pharmaceutical services at the PKU Muhammadiyah Mayong Jepara Hospital is 73.06% in the satisfied category. There is no relationship between patient characteristics and the level of satisfaction of outpatients with pharmaceutical services at the PKU Muhammadiyah Mayong Jepara Hospital.
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