The LEVEL OF OUTPATIENT SATISFACTION REGARDING PHARMACEUTICAL SERVICES IN KARANGANYAR HEALTH CENTER

TINGKAT KEPUASAN PASIEN RAWAT JALAN TERHADAP PELAYANAN KEFARMASIAN DI PUSKESMAS KARANGANYAR

Abstract

Puskesmas is a functional organizational and professional service unit that is directly responsible to
the head of the district/city regional health service. Health services have an important role in
improving the health and welfare of global society. Health service providers who provide effective
services are expected to be able to meet patient expectations and needs well. This study aims to assess
the level of satisfaction of outpatients with pharmaceutical services at the Karanganyar Community
Health Center by considering aspects such as direct evidence, responsiveness, reliability, empathy and
guarantee. This type of research is descriptive research. The research sample was 96 patients. The
sampling technique is purposive sampling technique. Data collection uses a questionnaire. The data
was analyzed using Microsoft Excel then the data was presented in a table for each satisfaction
dimension. Based on the results of research on the level of satisfaction of outpatients with
pharmaceutical services at the Karanganyar Community Health Center, it was found that the level of
tangible satisfaction was 82.24%, responsiveness 84.24%, reliability 84.83%, empathy 86.52%,
assurance 86.03%. The average of all dimensions is 84.77%.