EVALUATION OF BPJS PATIENT SATISFACTION LEVEL TOWARDS THE QUALITY OF DRUG INFORMATION SERVICES AT THE HAJIMENA COMMUNITY HEALTH CENTER, SOUTH LAMPUNG REGENCY
Abstract
Evaluation of BPJS Patient Satisfaction Level on The Quality of Drug Information Services at Hajimena Puskesmas, Lampung Selatan Regency. Research on Evaluation of BPJS Patient Satisfaction Levels in the Pharmacy Installation of the Hajimena Health Center, South Lampung, aims to determine the satisfaction of BPJS patients and determine the completeness of providing drug information at the pharmacy installation of the Hajimena Health Center. This research was conducted with a non-experimental descriptive method. Data were collected by survey using the Cross-Sectional method. Assessment of satisfaction was obtained from the results of distributing questionnaires containing 5 dimensions of pharmaceutical services. The data analysis used the gap value of the average expectation and average performance, the percentage of patient satisfaction compliance, and Importance Performance Analysis. The number of samples in this study were 98 respondents. The results showed that the largest gap value in the reliability dimension was -1.36; the dimensions of form/display are -0.68; confidence dimension -0.34; the responsiveness dimension is -0.19 and the empathy dimension is -0.06 for the average percentage value of 88.12%. This shows that outpatients are satisfied with the services that have been provided by pharmacy officers, but the puskesmas needs to improve what the patient's expectations have not been achieved to improve the quality of pharmaceutical services.
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