THE INFLUENCE OF THE QUALITY OF MEDICINE INFORMATION SERVICES ON PATIENT SATISFACTION IN PHARMACIES IN THE MUARA TEWEH CITY REGION
Abstract
Pharmacists have a significant role in providing drug information. The level of patient satisfaction when utilizing pharmacy services is a reflection of the quality of pharmaceutical services provided by the pharmacy, which includes interactions with patients, overall aspects of the pharmaceutical service system, administration, financial aspects and the performance of pharmaceutical personnel.The purpose of this study was to determine the effect of drug information services on quality and patient satisfaction at the MUARA TEWEH City Pharmacy. The type of research used was descriptive with a Cross-Sectional approach method. The sample used in this study amounted to 100 people. The sample technique used was purposive sampling. The instrument used was a questionnaire distributed to patients who visited the pharmacy. Data was tested with multiple regression analysis. It is known that the results of the level of patient satisfaction with the provision of drug information on tangibles 78.25 (Satisfied), reliability 79.3 (Satisfied), responsiveness 82.8 (Very Satisfied), assurance 81.7 (Very Satisfied), empathy 84.7 (Very Satisfied), with the average value of the level of patient satisfaction with the provision of drug information and the quality of drug information services in the tangible dimension, reliability, responsiveness, assurance and empathy, namely 81.35 (Very Satisfied), so that together they have a significant influence on patient satisfaction in the Muara Teweh area Pharmacy by 52.9% (F-test = 21.079, p value = 0.000). From this study it can be concluded that there is an effect of the quality of drug information services on patient satisfaction at the Muara Teweh City Pharmacy.
References
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Bekker, C. L., Mohsenian Naghani, S., Natsch, S., Wartenberg, N. S., & van den Bemt, B. J. F. (2020). Information needs and patient perceptions of the quality of medication information available in hospitals: a mixed method study. International Journal of Clinical Pharmacy, 42(6), 1396–1404. https://doi.org/10.1007/s11096-020-01125-x.
Chief, P. S. and Hospital, A. R. (2019) ‘The Impact of Service Quality Dimensions on Patient Satisfaction and Loyalty Using The Modified Servqual Scala At Dr . Abdoer Rahem Situbondo Hospital’, 2(December), pp. 1–12. doi: 10.19184/issrd.v3i1.17467.Publish.
Fadhilah, S., Ariyani, H., & Rahman, F. (2019). Tingkat Kepuasan Konsumen Terhadap Pelayanan Kefarmasian Di Apotek “X" Banjarmasin. JCPS (Journal of Curren pharmaceutical sains 2(1), 86–98. https://www.journal.umbjm.ac.id/index.php/jcps/article/view/396
Fajarini, H. and Ludin, A. (2020) ‘Evaluasi Pelaksanaan Konseling di Apotek Etika Farma Brebes berdasarkan PERMENKES RI Nomor 73 Tahun 2016’, Jurnal Sains dan Kesehatan, 2(4), pp. 418–421. doi: 10.25026/jsk.v2i4.207.
Hapsari, I. (2007). Pengaruh Kualitas Pelayanan Informasi Obat Terhadap Kepuasan Peserta Akses Rawat Jalan Di Rumah Sakit Umum Daerah (RSUD) Purbalingga. Pharmacy, 05.
Juwita, D. A., Helmi, A. and Jaka, P. (2019) ‘Kajian Kepuasan Pasien terhadap Pelayanan Kefarmasian di Apotek Rawat Jalan RSUP DR. M. Djamil Padang’, Jurnal Farmasi Higea, 11(1), pp. 32–40.
Kim, J., Hoover, R., Perkins, S., & Advani, A. (2020). Development of a Drug Information Service Collaborative in Academia. Annals of Pharmacotherapy, 54(3), 287–289. https://doi.org/10.1177/1060028019884079
Krisnawati, M., Program, D., D3, S., Kesehatan, F. P., Au, T., & Yogyakarta, A. (2022). Gambaran Pelayanan Informasi Obat (PIO) Terhadap Kepuasan Pasien di Apotek Afi Farma Bantul. Healthy Indonesian Journal, 1(3), 256–261. https://jurnal.samodrailmu.org/index.php/jurinsejurinse@samodrailmu.org
Kurniawan, D. (2009). Pengaruh Kualitas Pelayanan Informasi Obat Terhadap Kepuasan Peserta Jaminan Kesehatan Masyarakat Rawat Inap Di Rumah Sakit Umum Banyumas. Pharmacy, 06.
Maharani, D. N., Mukaddas, A. and Indriani, I. (2016) ‘Analisis Pengaruh Kepuasan Pasien Terhadap Kualitas Pelayanan Resep Di Apotek Instalasi Farmasi Badan Rumah Sakit Daerah Luwuk Kabupaten Banggai’, Jurnal Farmasi Galenika (Galenika Journal of Pharmacy) (e-Journal), 2(2), pp. 111–117. doi: 10.22487/j24428744.2016.v2.i2.5984.
Mahmud, A. (2022) ‘The Effect of Service Quality Dimensions on Patient Satisfaction’, Golden Ratio of Data in Summary, 2(2), pp. 38–48. doi: 10.52970/grdis.v2i2.215.
Mayefis, D. (2015). Pengaruh Kualitas Pelayanan Informasi Obat Terhadap Kepuasan Pasien Apotek X Kota Padang. Jurnal Ilmu Kefarmasian, 13, 201–204.
Musyarofah. (2021). Pengaruh Implementasi Pelayanan Informasi Obat Terhadap Tingkat Kepuasan Pasien Di Apotek. Journal of Pharmacy UMUS, 2.
Kitapci, O., Akdogan, C. and Dortyol, İ. T. (2014) ‘The Impact of Service Quality Dimensions on Patient Satisfaction, Repurchase Intentions and Word-of-Mouth Communication in the Public Healthcare Industry’, Procedia - Social and Behavioral Sciences, 148, pp. 161–169. doi: 10.1016/j.sbspro.2014.07.030.
Luh Putu Indah Arviani, D. O. (2021) ‘Pengaruh Media Poster Terhadap Kepatuhan Pasien Diabetes Melitus Tipe 2 Di Apotek Sahabat Denpasar Bali’, Journal of Holistics and Health Sciences, 3. doi: 10.3969/j.issn.1009-4393.2017.34.029.
Notoatmodjo, S. (2021). Metodologi Penelitian Kesehatan. Denpasar.
Nugroho, T., Purwidyaningrum, I. and Harsono, S. B. (2022) ‘Evaluasi Pengelolaan Obat Dan Strategi Perbaikan Dengan Metode Hanlon’, Jurnal Manajemen Kesehatan Yayasan RS.Dr. Soetomo, 8(1), p. 98. doi: 10.29241/jmk.v8i1.928.
Nurhaini, R., Munasari, F., & Agustiningrum, R. (2020). Kesesuaian Pelayanan Informasi Obat (PIO) di Apotek Kecamatan Tulung Kabupaten Klaten. In Jurnal Ilmu Farmasi (Vol. 11, Issue 1).
PerMenKes. (2016). Peraturan Menteri Kesehatan Republik Indonesia Nomor 72 Tentang Standar Pelayanan Di Apotek 2016. Jakarta.
Putri, D. (2017). Pengaruh Kualitas Pelayanan Kefarmasian Terhadap Kepuasan, Kepercayaan, & Loyalitas Konsumen Apotek. Indonesian Journal For Health Sciences, 1, 23–29.
Retnosari Andrajati, A. B. R. A. P. (2013) ‘Perbandingan Efektivitas Konseling dan Poster terhadap Kepatuhan dan Luaran Terapi pada Pasien Hipertensi’, Jurnal Manajemen dan Pelayanan Farmasi ( JMPF ) Journal of Management and Pharmacy Practice, 3(2), pp. 117–124. Available at: http://jmpf.farmasi.ugm.ac.id/index.php/1/article/view/94.
Santos, S. C., Rocha, K. S. S., de Araújo, D. C. S. A., de Souza, E. V., Vieira, L. J. S. C., dos Santos, S. N. P., & de Lyra Júnior, D. P. (2022). Perception of community pharmacists about the work process of drug dispensing: a Cross-Sectional survey study. BMC Health Services Research, 22(1), 1–10. https://doi.org/10.1186/s12913-022-07528-y
Sari, R. P., & Mardhiyah. (2019). Tingkat Kepuasan Pasien Terhadap Pelayanan Informasi Obat di Apotek Buring Farma Malang.
Sari, W. K., Advistasari, Y. D., Prasetyaningrum, E., Farmasi, S. T., & Farmasi, Y. (2023). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien di Apotek Wilayah Semarang Timur Tahun 2022. Jurnal Ilmu Kefarmasian, 4(1).
Setia, R., Datu, O., Mongi, J., & Tapehe, Y. (n.d.). Evaluasi Pelayanan Informasi Obat Di Apotek Kecamatan Tikala Kota Manado. In The Tropical Journal of Biopharmaceutical) (Vol. 2018, Issue 1).
Setiawan, B. (2018). Pengaruh Kualitas Pelayanan Farmasi Terhadap Kepuasan Konsumen (Pasien) Di Apotek Kota Bukittinggi. Jurnal Pharma Saintika, 1, 2580–2684.
Sinala, S. (2019) ‘Peranan Apoteker Dalam Pemberian Informasi Obat Di Instalasi Farmasi Rumah Sakit Umum Daerah Haji Andi Sulthan Daeng Radja Kabupaten Bulukumba’, Media Farmasi, 13(2), p. 49. doi: 10.32382/mf.v13i2.882.
Sulo, H. R., Hartono, E. & Oetari, R. A. (2019). Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien Rawat Jalan Di Instalasi Farmasi Rumah Sakit X Kota Surakarta. Jurnal Ilmiah Manuntung, 5(1). doi: 10.51352/jim.v5i1.226.
Tjiptono, Fandi dan Chandra Gregourius, 2014. Service, Quality and Satisfactions. Andi : Yogyakarta
Wahyu Rofian Noor (2020) ‘PENGARUH KUALITAS PELAYANAN APOTEK YANG TERDIRI DARI TANGIBLES, RELIABILITY, RESPONSIVENESS, ASSURANCE, EMPATHY TERHADAP KEPUASAN PASIEN PADA RSUD PANGERAN JAYA SUMITRA KOTABARU - KALIMANTAN SELATAN’, (July), pp. 1–23.
Yuniar, Y. and Handayani, R. S. (2016) ‘Kepuasan Pasien Peserta Program Jaminan Kesehatan Nasional terhadap Pelayanan Kefarmasian di Apotek The Satisfaction of National Health Insurance Program’ s Patients On Pharmaceutical Services in Pharmacy ( JKN ) adalah program jaminan berupa bentuk pel’, Jurnal Kefarmasian Indonesia, 6(1), pp. 39–4.
Published
2024-04-30
How to Cite
NADIA, Erlina; NUGRAHA, Tyas S; ARIYANI, Herda.
THE INFLUENCE OF THE QUALITY OF MEDICINE INFORMATION SERVICES ON PATIENT SATISFACTION IN PHARMACIES IN THE MUARA TEWEH CITY REGION.
JCPS (Journal of Current Pharmaceutical Sciences), [S.l.], v. 7, n. 2, p. 717-724, apr. 2024.
ISSN 2598-2095.
Available at: <https://journal.umbjm.ac.id/index.php/jcps/article/view/1115>. Date accessed: 13 oct. 2024.
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