Tingkat Kepuasan Pasien Pengguna Jasa PT. Jamsostek (Persero) terhadap Pelayanan Kefarmasian di Rumah Sakit Sari Mutiara Medan

Abstract

Patient satisfaction level is one of the success parameters of hospital organization, and is the output of hospital service, one of which is the dimension of pharmaceutical care service quality. As one of the provider for patients user the service of PT Jamsostek (Persero), Sari Mutiara Hospital Pharmacy Medan needed an input about patients’ satisfaction level to the service provided. This research was done to 100 respondents user PT Jamsostek (Persero) service through questionnaires. The parameters of patient satisfaction level used in this research were reliability, responsibility, conviction, emphaty, and tangible facility. The satisfaction level was then analyzed by comparing perception reality and hope. The result of the research showed that the satisfaction level of PT Jamsostek (Persero) service user patients to the pharmaceutical care services in Sari Mutiara Hospital Pharmacy Medan overall was 57.07% (fairly satisfied) and were divided into five categories. The satisfaction level in the category of reability, conviction and facility showed that the patients was quite satisfied with the peercentage of 62.16, 59.23 and 61.05%, respectively. While, the satisfaction level in the category of responsibility and empathy showed less satisfied patients with each the percentage of 51.19% and 50.95%. Can be concluded that the satisfaction level of patients user PT. Jamsostek (Persero) to the pharmaceutical services at Sari Mutiara Hospital Pharmacy Medan was fairly satisfied.