Analisa Tingkat Kepuasan Pasien terhadap Pelayanan Kefarmasian oleh Tenaga Kefarmasian di Puskesmas Glugur Darat Medan

Abstract

Background: Pharmaceutical services are direct services that are responsible to the patient in otder to improve patient quality of life. The assessment of the quality of pharmaceutical services can be conducted through measuring patient satisfaction levels. Objective: To determine patient satisfaction levels with pharmaceutical services and to determine the differences between sociodemographics and patient satisfaction levels at Glugur Darat Community Health Center Medan. Method: This research was a quantitative with a descriptive cross-sectional method using a modified patient satisfaction questionnaire. The statistical tests used are Mann-Whitney and Kruskal-Wallis. Data collection was conducted in November-December 2024. Result: From the research, 384 respondents were obtained (respondent rate 93.2%) with the majority were women 263 (68.5%); aged 25-44 years 173 (45.1%); high school graduates 199 (51.8%); unemployed/housewives/retirees 176 (45.8%); with an income of 1,000,000–5,000,000 IDR 186 (48.4%); and a visit frequency of 2-5 times 140 (36.5%). Overall, the level of patient satisfaction is categorized as very satisfied with with a score of 66,1. Based on the dimensions, General Satisfaction with The Pharmacy/Staff and Service received a score of 29.9, while the Medication Therapy Management dimension scored 36.2. Both are categorized as very satisfied. There is a significant difference between patient satisfaction with pharmaceutical services and gender (p < 0.05). While age, education, occupation, income, and number of visits do not show a significant difference in patient satisfaction with pharmaceutical services (p > 0.05). Conclusion: The level of patient satisfaction with pharmaceutical services at Puskesmas Glugur Darat Medan is categorized as very satisfied. There is a significant difference between gender characteristics and patient satisfaction levels.

Keyword: Pharmaceutical care, community health center, patient satisfaction, sociodemographics, pharmaceutical staff.