Research Paper
Year: 2020 | Month: December | Volume: 7 | Issue: 12 | Pages: 366-370
Analysis of Responsiveness Dimensions and Assurance Dimensions on Outpatient Satisfaction at the Pharmacy Installation Services of the Engku Haji Daud Regional General Hospital
Srikun Bestari Fitriani Saragih1, Juanita2, Destanul Aulia3
1,2,3Universitas Sumatera Utara, Indonesia
Corresponding Author: Srikun Bestari Fitriani Saragih
ABSTRACT
The hospital pharmacy installation (IFRS) is one of the main services in the hospital which greatly influences the development of hospital professionalism and also on the economy and total hospital operational costs. This situation requires IFRS to improve the quality of its services, with the aim of meeting the expectations and needs of its patients. The indicator of IFRS success is patient satisfaction. Patients who are not satisfied will take action to complain or even will not use the IFRS services again. This study aims to analyze the responsiveness and assurance dimensions of outpatient satisfaction at the Pharmacy Installation Services of the Engku Haji Daud Regional General Hospital (RSUD). This type of research is a quantitative survey with a cross sectional explanatory research approach. This research was conducted at the Engku Haji Daud Hospital, Riau Islands Province, Bintan Regency, starting from November 2019 to October 2020. The population in this study were patients or families of outpatients who used IFRS services with a minimum of more than two visits, with a sample size of 100 respondents. Methods of data analysis in this study using bivariate analysis. The results of the bivariate analysis showed that the responsiveness and assurance dimensions had a significant relationship with the variable outpatient satisfaction at the Engku Haji Daud Regional General Hospital (RSUD) pharmacy service with a dissatisfied satisfaction level (p-value<0.05). It is recommended for hospitals, especially pharmacy installations, to further improve the quality of their services, such as repairing inadequate infrastructure and adding if necessary in order to improve services, providing educational drug communication services (IEC) in clear and easy to understand language, providing counters for IEC services, provide precise and fast services in terms of prescribing services, improving the availability of drugs or medical devices.
Keywords: Responsiveness, Assurance, Satisfaction.
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