DESCRIPTION OF PATIENT SATISFACTION HEALTH SOCIAL SECURITY AGENCY (BPJS) OUT PATIENT TO PHARMACEUTICAL SERVICES AT KANUDJOSO DJATIWIBOWO HOSPITAL BALIKPAPAN WITH IMPORTANCE PERFORMANCE ANALYSIS (IPA) METHOD

Abstract

Introduction: Consumer satisfaction (patient) is the result of an evaluation in the form of an emotional response (feeling happy and satisfied) to consumers because reality exceeds the expectations or desires of consumers. Objective: The purpose of this study was to describe the satisfaction of outpatient health social security agency (BPJS) patients with pharmaceutical services at RSUD Dr. Kanujoso Djatiwibowo Balikpapan for the period March-April 2019. This research is non-experimental research with descriptive data analysis. The object of research in this study is a description of patient satisfaction at the Dr. Kanudjoso Djatiwibowo Hospital Balikpapan for the period March 2019. The sample in this study were patients or families of outpatient health social security agency (BPJS) patients who used pharmaceutical services at the Dr. Kanudjoso Djatiwibowo Hospital Balikpapan for March 2019. Determination of the number of samples used in the Morgan and Krejcie tables. Results: Based on the results of the research, the satisfaction level of outpatient health social security agency (BPJS) patients at Kanudjoso Hospital, Balikpapan, from 5 dimensions of service quality, two dimensions have a level of suitability more than the overall suitability level, namely the dimensions of reliability and assurance so that it can be concluded that these dimensions are satisfactory for the patient. While the other three dimensions, namely Responsiveness, Empathy, and Tangible, have a level of conformity that is less than the overall level of suitability, it can be concluded that these three dimensions are not satisfactory for patients. Based on the priority of quality improvement, the question element The speed of time for the patient to wait for the drug according to the standard (concocted medicines ≤ 60 minutes) and (non-concocted drugs ≤ 30 minutes) is the priority because it has the most minor level of conformity, while the question element for drug delivery according to the queue number is the last priority. Because it has the most significant degree of conformity. Based on the IPA (Importance-Performance Analysis) analysis, two dimensions satisfy patients in pharmaceutical services: Reliability and Assurance. Based on the Cartesian diagram, an important priority improved performance is the speed with which the patient waits for the drug according to the standard, and the staff is always on time according to the schedule.