Rahmadhani, Intan and apt. Ayuk Lawuningtyas H,, S.Farm.,M.Farm and apt. Drs. Bambang Sidharta, M.S (2023) Hubungan Antara Kualitas Pelayanan Swamedikasi Dan Tingkat Kepuasan Pasien Di Apotek Domat Anugra Farma Malang. Sarjana thesis, Universitas Brawijaya.
Abstract
Pelayanan swamedikasi merupakan pelayanan langsung oleh tenaga kefarmasian untuk mengatasi keluhan yang dialami oleh pasien tanpa harus berkonsultasi ke dokter. Kualitas pelayanan swamedikasi di apotek perlu diperhatikan karena dapat mempengaruhi kepuasan pasien. Tujuan penelitian ini untuk mengetahui hubungan antara kualitas pelayanan swamedikasi dan tingkat kepuasan pasien di Apotek Domat Anugra Farma Malang. Jenis penelitian ini adalah studi observasional dengan pendekatan cross sectional. Pemilihan responden dilakukan dengan teknik purposive sampling sesuai dengan kriteria inklusi dan eksklusi. Jumlah responden yang diperoleh sebanyak 100 responden. Instrumen yang digunakan berupa form checklist kualitas pelayanan swamedikasi dan kuesioner tingkat kepuasan pasien. Penelitian ini telah mendapatkan persetujuan etik oleh Komisi Etik Penelitian Kesehatan Fakultas Kedokteran Universitas Brawijaya dengan diturunkannya surat kelaikan etik No.120 /EC/KEPK-S1-FARM/06/2023. Hasil form checklist kualitas pelayanan swamedikasi berdasarkan standar pelayanan kefarmasian diketahui bahwa pada indikator penggalian informasi obat yaitu termasuk dalam kategori baik (92,3%), pemilihan obat termasuk dalam kategori baik (91,3%) dan pemberian informasi obat termasuk dalam kategori baik (92%). Sedangkan hasil kuesioner tingkat kepuasan pasien pada dimensi bukti langsung (tangible) yaitu 90,5 % , dimensi kehandalan pelayanan (reliability) 90,38%, dimensi daya tanggap (responsiveness) 90,62%, dimensi jaminan (assurance) 90,7% dan empati (empathy) 90,1%. Hasil uji korelasi dengan menggunakan uji spearman menunjukkan bahwa terdapat hubungan positif yang signifikan (p=0,006) dengan nilai korelasi positif sebesar 0,544. Disimpulkan bahwa terdapat hubungan antara kualitas pelayanan swamedikasi dan tingkat kepuasan pasien di Apotek Domat Anugra Farma Malang semakin tinggi kualitas pelayanan swamedikasi maka semakin tinggi tingkat kepuasan pasien
English Abstract
A self-medication service is a direct service by a pharmaceutical staff to resolve complaints and minor ailments by patients without having to consult a doctor. The quality of self- medication service in pharmacies needs to be taken into account because it can affect patient satisfaction. The purpose of this study is to find the corellation between quality of self-medication service and the level of patients satisfaction at the Domat Anugera Farma Malang. This research is using an observational study with a cross sectional approach. The selection of respondents was done using purposive sampling techniques according to inclusion and exclusion criteria. The sample was 100 respondents. The instrument used in this research is a self- medication service quality checklist form and a patient satisfaction level questionnaire. This research has been approved by the Health Research Ethics Commission of Brawijaya University Faculty of Medicine by the passing of ethics letter No.120/EC/KEPK-S1-FARM/06/2023. The result from the self- medication service quality checklist form for drug information extraction (92,3%), drug selection (91,3%) and provition of drug information (92%) is included in the good category .The result from the satisfaction level of patients in the tangible is 90.5%, reliability is 90.38%, responsiveness is 90.62%, assurance 90.7% and empathy is 90.1%. The results of the correlation test using the Spearman test showed that there was a significant positive relationship (p=0.006) with a positive correlation value of 0.544. It was concluded that there was a correlation between the quality of self-medication service and the level of patients satisfaction at Domat Anugera Farma Malang the higher the quality of self-medication service, the higher the satisfaction level of patients.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | 0523060113 |
| Uncontrolled Keywords: | Pelayanan, Kepuasan, Swamedikasi |
| Subjects: | 600 Technology (Applied sciences) > 615 Pharmacology and therapeutics > 615.1 Drugs (materia medica) |
| Divisions: | Fakultas Kedokteran > Farmasi |
| Depositing User: | Endang Susworini |
| Date Deposited: | 06 Dec 2023 06:52 |
| Last Modified: | 06 Dec 2023 06:52 |
| URI: | http://repository.ub.ac.id/id/eprint/204743 |
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