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

Abstract

Background: Pharmaceutical services directly impact patient quality of life. Satisfaction is achieved when expectations are exceeded. Differences in patient characteristics affect perceptions and satisfaction levels. Objective: To assess patient satisfaction with pharmaceutical services and analyze differences across sociodemographic groups at Medan Deli Health Center. Method: A quantitative, descriptive cross-sectional study using a modified patient satisfaction questionnaire. Statistical tests included Mann-Whitney and Kruskal-Wallis. Data collection occurred by October to December 2024. Results: Among 380 participants (88.37% response rate) were showed the most in female (65.3%), aged 25-44 (42.1%), high school graduates (65%), and unemployed/housewives/retired (47.4%). Overall, patient satisfaction was categorized as very satisfied (score: 65.3). The General Satisfaction with Pharmacy/Staff and Service dimension scored 29.5, and Medication Therapy Management scored 35.8. Satisfaction levels varied significantly by age, education, and visit frequency (p<0.01) but not by gender (p>0.05). Conclusion: The level of patient satisfaction with pharmaceutical services at Medan Deli Health Center is overall categorized as very satisfied. There are differences in satisfaction among respondents based on age, last education level, and number of visits, while no differences were found based on gender.