Analysis of Outpatient Satisfaction Levels Among BPJS Health Participants Regarding Pharmaceutical Services at the Pharmacy of Gatot Soebroto Central Army Hospital (RSPAD) in 2023

Abstract

Pharmaceutical services are one of the health services that have an important role for hospitals in realizing quality health. The quality of pharmaceutical services in hospitals can be assesses by looking at the level of patient satisfaction. This research aims to determine the characteristics of BPJS Health participant outpatients, analyze the level of satisfaction of BPJS Health participant outpatients with pharmaceutical services in pharmacy installations, evaluate the gap between expectations and reality received by BPJS Health participant patients with pharmaceutical services at the RSPAD Gatot Soebroto pharmacy installation. This research is a type of non-experimental research with plan observational which is descriptive with a quantitative research type and a prospective approach, the number of respondents there in research is 398 people. The highest percentage results obtained from patient characteristics were women 64,32%, adults 69,35%, secondary education (SMA/SMK) 47,49%, and private employees 27,89%. Based on the level of patient satisfaction in reliability got 82,084% (very satisfied), responsiveness got 73,907% (satisfied), assurance got 79,598% (satisfied), tangibles got 78,860% (satisfied), empathy got 78,620% (satisfied), and the average value for the five dimensions of satisfaction obtained was 78,104% (satisfied). The overall GAP calculation received a negative value, meaning there is still a gap between expectations and the reality received by patient in pharmaceutical services at the RSPAD Gatot Soebroto pharmaceutical installation.