Abstract

EVALUATION OF PATIENT SATISFACTION LEVEL WITH PHARMACEUTICAL SERVICES IN SEVERAL COMMUNITY HEALTH CENTERS OF PADANG CITY

Lisa Sofitriana*, Fatma Sri Wahyuni and Hansen Nasif

ABSTRACT

Pharmaceutical Services at the Community Health centers (Puskesmas) are an integral part of implementing health efforts, which play an essential role in improving the quality of health services for the community. Follow-up efforts on pharmaceutical services need to be monitored and evaluated regularly by making improvements and enhancing the quality of services according to standards. This study aims to determine patient satisfaction with pharmaceutical services in several community health centers in Padang. Analytical observational research design with cross-sectional design. Data collection using the Servqual questionnaire instrument for 380 respondents spread across 13 community health centers. Data analysis using Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA), and Chi-Square test. The results showed that patient satisfaction with the CSI method was 74.5%, which means the patient was satisfied with pharmaceutical services. This followed the analysis using the IPA method, which showed no attributes contained in quadrant I of the Cartesian diagram. The results of the Chi-Square test showed that there was no relationship between sociodemographic factors and the level of patient satisfaction.

Keywords: Patient Satisfaction, Servqual, Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA), Puskesmas.