Penilaian Pelayanan Kefarmasian Program Rujuk Balik Jaminan Kesehatan Nasional di Kotamadya Denpasar Bersadarkan Sudut Pandang Pasien

I Made Agus Gelgel Wirasuta, Ni Made Ayu Wistari, Diah Ayu Nirmala Kosasih, Maria Fiani Cahyadi, Ni Putu Latsartika Sari, Ni Made Rai Sudarni, Made Ary Sarasmita, Luh Putu Febryana Larasanty

Abstract


ABSTRACT: The aim of this study was to evaluate the implementation of pharmaceutical care in pharmacies from patient’s point of view. The questioner assessment based on expectations, perceptions and level of satisfaction of patients. The questions were grouped into universal pharmaceutical care aspect, infrastructure and medicine management, drug auditing practice and dispensary waiting time, dispensing practice, drug information and drug counseling, and drug monitoring. The patients have a very high expectation of the pharmaceutical care in aspects of universal pharmaceutical care, infrastructure and medicine management, drug auditing practice and dispensary waiting time, and dispensing practice. The patients expressed a high expectation of drug information and counseling care, and a medium expectation in the drug monitoring. The patients have very high perception only at universal pharmaceutical care along with the infrastructure and medicine management aspects, while the drug auditing practice and dispensary waiting time along with dispensing practice aspects have medium perception. The drug information and counseling care along with drug monitoring aspects have poor perception. The comprehensive assessment showed that patient satisfaction levels were low on pharmaceutical care on community practice. The high expectation of patients to pharmaceutical care was a challenge to pharmacist to improve their role in better patient care.

Keywords: pharmaceutical care, pharmacy, patient expectation, perception, satisfaction

ABSTRAK: Penelitian ini bertujuan untuk menilai implementasi pelaksanaan pelayanan kefarmasian di apotek dari sudut pandang pasien. Penilaian didasarkan pada aspek harapan, persepsi dan tingkat kepuasan pasien terhadap praktek kefarmasian menggunakan kuisioner tertutup dengan penilaian berdasarkan skala Likert. Kuisioner disusun berdasarkan standar pelayanan kefarmasian di apotek tahun 2014. Pernyataan dalam kuisioner dikelompokkan ke dalam 6 aspek yaitu aspek layanan umum, sarana prasarana dan pengelolaan perbekalan Kefarmasian, pengkajian resep dan waktu tunggu, dispensing, layanan Pusat informasi obat (PIO) dan konseling, serta monitoring. Secara umum pasien memiliki harapan yang sangat tinggi pada aspek layanan umum, sarana prasarana dan perbekalan kefarmasian, pengkajian resep dan waktu tunggu, serta pada aspek dispensing, harapan pelayanan yang tinggi pada aspek layanan pusat informasi obat (PIO) dan konseling, serta harapan yang sedang pada aspek monitoring. Namun demikian, pasien memiliki persepsi yang tinggi hanya pada aspek layanan umum serta sarana prasarana dan perbekalan kefarmasian, sedangkan pada pelayanan pengkajian resep dan waktu tunggu serta dispensing memiliki tingkat persepsi sedang, serta persepsi yang sangat rendah pada pelayanan PIO dan konseling serta monitoring. Secara menyeluruh pasien memberikan tingkat kepuasan yang rendah pada pelayanan kefarmasian. Tingginya harapan pasien pada pelayanan kefarmasian yang sesuai dengan standar menunjukkan tuntutan dan peluang bagi apoteker khususnya dalam peningkatan praktek asuhan kefarmasian di apotek.

Kata kunci: JKN, pasien rujuk balik, asuhan kefarmasian, apotek, persepsi, kepuasan .

 


Keywords


Indonesian Health Universal Coverage; Refer Back Program; pharmaceutical care; pharmacy; patient expectation, perception and satisfaction.

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