Analysis of Patient Satisfication Level of Clinical Pharmaceutical Services in Public Health Centers of Bogor City

Dewi Oktavia Gunawan; Emy Oktaviani; Refonisa Rahmatullah

doi:10.33751/jf.v16i1.66

Authors

Dewi Oktavia Gunawan Pakuan University
Emy Oktaviani Department of Pharmacy, Universitas Pakuan, Bogor, Indonesia
Refonisa Rahmatullah Department of Pharmacy, Universitas Pakuan, Bogor, Indonesia

DOI:

https://doi.org/10.33751/jf.v16i1.66

Keywords:

clinical pharmacy services, community health center, patient satisfaction, servqual methods

Abstract

One of the pharmaceutical services at the Community Health Center is clinical pharmacy services, which are direct and responsible services provided to patients in order to improve outcome therapy and minimize side effects due to medication. The aim of this research is to examine the description of clinical pharmacy services at Community Health Centers in Bogor City, identify the level of patient satisfaction with the quality of clinical pharmacy services provided at Community Health Centers in Bogor City, and evaluate the relationship between clinical pharmacy services and patient satisfaction levels. This research was carried out randomly cross sectional and prospective data collection by distributing questionnaires to respondents. Quantitative data using servqual methods as well as supporting data from observations of clinical pharmacy services at community health centers, and the results of questionnaires distributed to six pharmacists as representative at Bogor Health Center. Data analysis using tests Pearson Correlation and Multiple Linear Regression test.The research results showed that the Tanah Sareal Community Health Center was in the good category with a percentage of 83.33% for clinical pharmacy services, while the other five community health centers were in the adequate category. In assessing patient satisfaction using the servqual method, there is a highest value on the dimension assurance with a percentage of 90% and the lowest value in the dimension reliability with a percentage of 85.79%. There is a significant relationship between clinical pharmacy services at Community Health Centers in Bogor City and patient satisfaction with a significance value of 0.002.

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