Abstract

THE EFFECT OF QUALITY OF DRUG INFORMATION SERVICES BY PHARMACISTS ON PATIENT SATISFACTION IN COMMUNITY HEALTH CENTERS AND CLINICS PEKANBARU CITY

Rahmi Amini*, Yufri Aldi, Fatma Sri Wahyuni

ABSTRACT

Drug Information Service is a form of pharmacy work in direct service and is responsible for patients related to pharmaceutical preparations to achieve definite results to improve patient health. This study aims to see the effect of pharmacists' quality of drug information services on patient satisfaction at the Community Health Centers (puskesmas) and clinics in Pekanbaru City. This research is an analytic observational with a cross-sectional approach. Data collection is carried out prospectively and analyzed descriptively as well as quantitative research with explanatory research methods (explanatory surveys), which aims to explain the influence between variables on the quality of pharmaceutical services, namely the dimensions: tangible, reliability, responsiveness, assurance, empathy towards outpatient satisfaction in all community health centers and clinics in Pekanbaru. This research was conducted at three community health centers and three clinics in Pekanbaru. The results of this study statistically using univariate, bivariate, and multivariate analysis showed no significant relationship between drug information services by pharmacists and patient satisfaction at community health centers and clinics in Pekanbaru City. This is because each dimension shows a p-value > 0.05. In community health centers, p-value tangible 0.431, p-value reliability 0.837, p-value responsiveness 0.886, p-value assurance 0.860, p-value empathy 0.860. In the clinic, p-value tangible 0.886, p-value reliability 0.886, p-value responsiveness 0, p-value assurance 0.985, p-value empathy 0. And the percentage of patient satisfaction at the community health centers is 91%, and the clinic is 99%.

Keywords: Drug Information Service (PIO), community health centers, clinic, patient satisfaction, puskesmas, servqual.