Tingkat Kepuasan Pasien Terhadap Pelayanan Kefarmasian di Puskesmas Sentani dan Puskesmas Waena, Provinsi Papua

https://doi.org/10.31957/jbp.1356

Authors

  • Ega Riana Universitas Cenderawasih
  • Elsye Gunawan Universitas Cenderawasih
  • Nur F. Bakrie Universitas Cenderawasih

Abstract

Patient satisfaction is a level of patient feeling that arises as a result of the performance of health services that their received after compared to the expectation. Pharmaceutical service is a form of direct and responsible service to patients related to pharmaceutical preparations with the aim of achieving definite results to improve the  quality of life of patients. This research was conducted at the Sentani Health Center and Waena Health Center in July-August 2020,This study used descriptive survey method, sampling with purposive sampling method. Data will be obtained through questionnaires which distributed to respondents who meet the research inclusion criteria. The results showed that as many as 200 respondents are satisfied with the quality of pharmaceutical services at the Sentani Health Center and the Waena Health Center, for the five consecutive dimensions as follows Reliability with a score of 4.05 and 4.15, Responsiveness with a score of 4.07 and 4.20, Confidence with a score of 4.11 and 4.00, Empathy with a score of 4.07 and 4 .00, and Tangible 4.17 and 4.18, respectively. This means that patients and their families are satisfied with pharmaceutical services at the Sentani and Waena health centers in Jayapura, Papua.

Key words: patient satisfaction; pharmaceutical services; Sentani Health Center; Jayapura. 

Downloads

Download data is not yet available.

Author Biographies

Ega Riana, Universitas Cenderawasih

Universitas Cenderawasih

Elsye Gunawan, Universitas Cenderawasih

Farmasi FMIPA Uncen

Nur F. Bakrie, Universitas Cenderawasih

Farmasi FMIPA Uncen

References

Abdillah, A.D., dan R. Muhammad. 2014. Hubungan karakteristik pasien dengan kepuasan pasien rawat jalan di Puskesmas Sindangkerta, Kabupaten Bandung Barat. Jurnal Kesehatan Kartika Stikes A. Yani. 4(6): 56–66.

Alim, A., N. Tangdilambi, dan A. Badwi. 2019. Studi analitik terhadap pasien rawat jalan di RSUD Makassar. Jurnal Manajemen Kesehatan Yayasan RS. Dr. Soetomo. 5(2): 165. https://doi.org/10.29241/jmk.v5i2.164.

Alrubaiee, L. 2011. The mediating effect of patient satisfaction in the patients’ perception of healthcare quality-patient trust relationship. International Journal of Marketing Studies. 3(1): 103-127.

Arianto, N. 2017. Pengaruh kualitas pelayanan, harga dan kepuasan terhadap loyalitas pasien (Studi kasus pada pasien rawat jalan Rumah Sakit Premier Bintaro). Jurnal Organisasi dan Manajemen. 13(1): 1–9.

Arifin, S., A. Rahman, R. Muhyi, A.O. Putri, dan Hadianor. 2019. Hubungan usia, tingkat pendidikan, fasilitas kesehatan dengan kepuasan pasien di Puskesmas Muara Laung. Jurnal Publikasi Kesehatan Masyarakat Indonesia. 6(1): 40-45.

Azwar, A. 2000. Program menjaga mutu pelayanan kesehatan. Yayasan Penerbit IDI. Jakarta.

Budiman, A. 2014. Kapitasi selekta kuesioner pengetahuan dan sikap dalam penelitian kesehatan. Salemba Empat. Jakarta.

Departemen Kesehatan RI. 2009. Pedoman pelaksanaan program Rumah Sakit Sayang Ibu dan Bayi (RSSIB). Depkes RI. Jakarta.

Effendi, K., dan S. Junita. 2019. Tingkat kepuasan pasien terhadap pelayanan kesehatan di UPTD Puskesmas Mutiara Tahun 2019. Excellent Midwifery Journal Kedokteran. 3(2): 82–90.

Gultom, R.J., D. Nababan, R. Sipayung, L. Hakim, dan F.L. Tarigan. 2021. Hubungan kualitas pelayanan rawat jalan dengan kepuasan pasien BPJS di Rumah Sakit Bhayangkara TK III Tebing Tinggi. Journal of Healthcare Technology and Medicine. 7(2): 1281-1298.

Gunarsa, S.D. 2008. Psikologi anak: Psikologi perkembangan anak dan remaja. PT BPK Gunung Mulia. Jakarta.

Handayani, S. 2016. Tingkat kepuasan pasien terhadap pelayanan kesehatan di Puskesmas Baturetno. Profesi. 14(1): 42–48.

Hayuningsih, S., dan T.M. Winnie. 2018. Hubungan antara karakteristik pasien terhadap kepuasan pasien (aspek tangibles) pada pelayanan antenatal care di Rumah Bersalin Citra Lestari Pabuaran Bojonggede Bogor Jawa Barat. Berita Kedokteran Masyarakat. 34 (05).

Irmawati, S., H. Sultan M., dan Nurhannis. 2017. Kualitas pelayanan kesehatan di Puskesmas Sangurara Kecamatan Tatanga Kota Palu. Jurnal Katalogis. 5(1): 188–197.

Kurniati. 2012. Kepuasan Pasien RawatInapLontara Kelas III Terhadap Pelayanan Kesehatan di Rumah Sakit Wahidin Sudirohusodo. Universitas Hasanuddin. Makassar.

Mantra, I.B. 2003. Demografi umum. Edisi kedua. Pustaka Pelajar. Yogyakarta.

Mustika, D., dan K. Sari. 2019. Kepuasan pasien terhadap layanan Rawat Inap RSUD Jagakarsa Tahun 2017/2018. Jurnal ARSI. 5(3): 147–152.

Nur’aini. 2019. Pengaruh daya tanggap dan empati para medis terhadap kepuasan pasien di Rumah Sakit Demang Sepulau Raya Kabupaten Lampung Tengah. Jurnal Simplex. 2(1): 80-89.

Peraturan Menteri Kesehatan No. 74 tahun 2016 mengenai Standar Pelayanan Kefarmasian di Puskesmas.

Sukamto, H. 2017. Evaluasi Kepuasan Pasien terhadap Pelayanan Kefarmasian di Apotek Rawat Jalan RSUP Dr. Wahidin Sudirohusodo Kota Makassar. Undergraduate (S1) Thesis. Universitas Islam Negeri Alauddin, Makassar.

Supartiningsih, S. 2017. Kualitas Pelayanan Kepuasan Pasien Rumah Sakit: Kasus Pada Pasien Rawat Jalan. Jurnal Medicoeticolegal dan Manajemen Rumah Sakit. 6(1): 9–15.

Triwardani, Y. 2017. Faktor-Faktor yang Berhubungan dengan Kepuasan Pasien BJPS pada Pelayanan di Puskesmas Pamulang. Universitas Islam Negeri Syarif Hidayatulla. Jakarta.

Wira, D., Suarjana, dan G. Wijaya. 2014. Hubungan antara persepsi daya tanggap dan persepsi empati dengan kepuasan pasien di RSUD Wangaya Denpasar. Public Health and Preventive Medicine Archive. 2(2): 150-155.

Yuniar, Y., dan R.S. Handayani. 2017. Kepuasan pasien peserta program jaminan kesehatan nasional terhadap pelayanan kefarmasian di Apotek. Jurnal Kefarmasian Indonesia. 6(1): 39-48.

Downloads

Published

2022-05-16

Issue

Vol. 14 No. 1 (2022)

Section

Research Articles

License

1. Copyright Policy

Jurnal Biologi Papua is committed to promoting the dissemination, accessibility, and responsible reuse of scholarly research in biology and related disciplines.

Under this policy, authors retain copyright ownership of their published articles and grant Jurnal Biologi Papua the non-exclusive right of first publication.

Authors retain the right to use, distribute, reproduce, and share their scholarly work in accordance with the applicable publication license.

The journal acknowledges the intellectual contributions of authors and respects their moral rights, including the right to be properly identified as creators of their work.

2. Publication License

Articles published under this policy are distributed under the Creative Commons Attribution 4.0 International License (CC BY 4.0).

License URL: https://creativecommons.org/licenses/by/4.0/

Under this license, users are permitted to:

  1. Share: Copy and redistribute published articles in any medium or format.

  2. Adapt: Remix, transform, and build upon published materials for any purpose, including commercial purposes.

  3. Redistribute: Make articles available through repositories, websites, databases, and other scholarly platforms.

These permissions are subject to the Creative Commons Attribution 4.0 International License.

Users must provide appropriate credit to the original authors, include a link to the license, and indicate whether changes have been made.

Reuse must not imply endorsement by the authors or publisher.

3. Rights of Authors

Authors publishing in Jurnal Biologi Papua retain the following rights:

  1. Copyright ownership of their original scholarly work.

  2. The right to distribute and share their published articles.

  3. The right to deposit their articles in institutional or subject repositories.

  4. The right to reuse their work in subsequent scholarly publications, subject to appropriate acknowledgment and applicable ethical standards.

  5. The right to share their work for teaching, research, academic collaboration, and other lawful purposes.

Authors must acknowledge the original publication in Jurnal Biologi Papua when distributing or reusing the published version.

4. Rights of the Publisher

Authors grant Jurnal Biologi Papua the non-exclusive right to publish, disseminate, archive, and preserve accepted manuscripts.

The journal may reproduce and distribute the published version through its official website and authorized indexing, archiving, and scholarly dissemination services.

The publisher is responsible for maintaining the integrity of published content and accurately displaying copyright and licensing information.

5. Open Access Policy

Jurnal Biologi Papua supports immediate open access to scholarly research.

Articles published under this policy are freely accessible to readers without subscription requirements or access fees.

The journal encourages the responsible dissemination and reuse of published research to support scientific progress, academic collaboration, and the broader exchange of knowledge.

Published content may be accessed, downloaded, shared, and reused in accordance with the applicable Creative Commons license.

6. Third-Party Materials

Authors are responsible for ensuring that all materials included in their manuscripts comply with applicable copyright and intellectual property laws.

Permission must be obtained when required for the use of third-party figures, photographs, tables, illustrations, or other copyrighted materials.

Materials excluded from the article's Creative Commons license must be clearly identified with their applicable copyright and permission notices.

The journal's publication license does not override the rights of third-party copyright holders.

7. Repository and Self-Archiving Policy

Authors are permitted and encouraged to deposit and share their published articles through institutional repositories, academic repositories, and personal or institutional websites.

Authors must provide appropriate acknowledgment of the article's original publication in Jurnal Biologi Papua, including its citation information and DOI where available.

Repository deposits and subsequent distribution must comply with the license applicable to the relevant version of the article.

8. Licensing Information and Article Metadata

The applicable copyright holder and publication license should be clearly identified on each published article's webpage.

Where supported, licensing information should also be included in article metadata and the published PDF.

The journal is committed to maintaining accurate and consistent licensing information across its online publishing platform and scholarly indexing services.

9. Policy Application and Previously Published Articles

This policy applies to manuscripts accepted following its formal adoption by the journal and publisher.

Articles published before the adoption of this policy remain subject to the copyright arrangements and licenses applicable at the time of their publication, unless a valid change is authorized by the relevant rights holders.

The journal will not apply a new license retroactively without the necessary authorization.

10. Policy Commitment

Jurnal Biologi Papua is committed to transparent copyright arrangements, responsible open access publishing, and respect for intellectual property rights.

The journal will periodically review its copyright and licensing practices to maintain consistency with recognized standards of scholarly communication.

References

Creative Commons Attribution 4.0 International License: https://creativecommons.org/licenses/by/4.0/

Directory of Open Access Journals (DOAJ): https://doaj.org/apply/copyright-and-licensing/