The Influence of the Quality of Pharmaceutical Services on Outpatient Satisfaction in the Pharmacy Installation of the Engku Haji Daud Regional Hospital
Introduction
The Pharmacy Installation (IFRS) plays a vital role in providing optimal health services to patients. However, the decline in the number of patient visits at the Engku Haji Daud Regional Hospital in 2019, from 2,778 patients in January to 1,676 patients in August, indicates problems in service, especially at IFRS. Patient satisfaction is an indicator of the success of IFRS, but the existence of complaints and patients who choose not to use the service again indicate that the quality of service is not as expected. Therefore, it is essential to analyze the effect of the quality of pharmaceutical services on outpatient satisfaction.
Background
Research conducted at the Pharmacy Installation of the Bintan Regency Hospital Engku Haji Daud from October 2019 to November 2020 aims to analyze the effect of the quality of pharmaceutical services on outpatient satisfaction. This study uses quantitative methods with a cross-sectional design, involving 100 respondents taken by accidental sampling technique. Data was collected through questionnaires and interviews, then analyzed using the ordinal regression test with α = 0.05.
Methodology
The study used a cross-sectional design, which involves collecting data from a sample of patients who visited the IFRS at the Engku Haji Daud Regional Hospital. The sample size was 100 respondents, taken by accidental sampling technique. Data was collected through questionnaires and interviews, which were designed to measure the quality of pharmaceutical services and outpatient satisfaction. The questionnaires were distributed to patients who visited the IFRS during the study period, and the interviews were conducted with patients who were willing to participate.
Results
The results of the study showed that the dimensions of responsiveness on the quality of pharmaceutical services had a significant influence on outpatient satisfaction (p value = 0.004). That is, the ability of IFRS in responding to patient needs quickly and on time, as in the process of prescribing drugs, becomes an important factor that determines patient satisfaction. Other dimensions such as tangibles (physical facilities), reliability (reliability), assurance (guarantee), and empathy (empathy) do not show significant effects on patient satisfaction. This indicates that these factors, although important, have not yet become the main focus in increasing patient satisfaction at IFRS Hospital Engku Haji Daud.
Discussion
The results of the study suggest that the quality of pharmaceutical services, particularly the dimension of responsiveness , has a significant influence on outpatient satisfaction. This is consistent with previous studies that have shown that responsiveness is a critical factor in determining patient satisfaction. The ability of IFRS to respond to patient needs quickly and on time is essential in providing optimal health services. Therefore, it is essential for IFRS to focus on improving the quality of services in the responsiveness dimension .
Recommendations
Based on the results of the study, RSUD Engku Haji Daud needs to focus on improving the quality of services in the responsiveness dimension . Some steps that can be taken are:
Application of TRIAGE SERVICE SYSTEM
This system can help in managing patient queues and ensuring faster and more efficient services. By implementing a triage service system, IFRS can ensure that patients are seen in a timely manner, which can improve patient satisfaction.
Use of Oppo Applications and Digital Queue Number
Application and digital queue number can help patients to find out the estimated waiting time and manage their time better. This can reduce patient anxiety and improve patient satisfaction.
Increased Communication with Patients
Pharmacy officers must communicate clearly and friendly to patients, provide information needed, and answer questions patiently. This can improve patient satisfaction by ensuring that patients feel heard and understood.
Evaluation and Monitoring of Service Quality
Engku Haji Daud Regional Hospital needs to regularly evaluate the quality of service at IFRS and monitor patient satisfaction, so as to anticipate and improve services that are less optimal. This can help to identify areas for improvement and ensure that patients receive optimal health services.
Conclusion
The study found that the quality of pharmaceutical services, particularly the dimension of responsiveness , has a significant influence on outpatient satisfaction. Therefore, it is essential for IFRS to focus on improving the quality of services in the responsiveness dimension . By implementing the recommendations outlined in this study, IFRS can improve patient satisfaction and provide optimal health services to patients.
Limitations
The study has some limitations, including the sample size and the use of a cross-sectional design. Future studies should aim to increase the sample size and use a longitudinal design to provide more robust results.
Future Research Directions
Future studies should aim to investigate the effect of other factors on outpatient satisfaction, such as the quality of care and the availability of services. Additionally, studies should aim to investigate the impact of implementing the recommendations outlined in this study on patient satisfaction and health outcomes.
References
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Appendices
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[Insert appendix 3]Frequently Asked Questions (FAQs) about the Influence of the Quality of Pharmaceutical Services on Outpatient Satisfaction in the Pharmacy Installation of the Engku Haji Daud Regional Hospital
Q: What is the main objective of the study?
A: The main objective of the study is to analyze the effect of the quality of pharmaceutical services on outpatient satisfaction in the Pharmacy Installation of the Engku Haji Daud Regional Hospital.
Q: What is the significance of the study?
A: The study is significant because it aims to identify the factors that influence outpatient satisfaction in the Pharmacy Installation of the Engku Haji Daud Regional Hospital. This information can be used to improve the quality of pharmaceutical services and increase patient satisfaction.
Q: What are the dimensions of the quality of pharmaceutical services that were studied?
A: The dimensions of the quality of pharmaceutical services that were studied include responsiveness, tangibles, reliability, assurance, and empathy.
Q: What is the most significant dimension of the quality of pharmaceutical services that influences outpatient satisfaction?
A: The most significant dimension of the quality of pharmaceutical services that influences outpatient satisfaction is responsiveness. This dimension refers to the ability of the Pharmacy Installation to respond to patient needs quickly and on time.
Q: What are some recommendations for improving the quality of pharmaceutical services in the Pharmacy Installation of the Engku Haji Daud Regional Hospital?
A: Some recommendations for improving the quality of pharmaceutical services in the Pharmacy Installation of the Engku Haji Daud Regional Hospital include:
Implementing a triage service system to manage patient queues and ensure faster and more efficient services.
Using Oppo applications and digital queue numbers to help patients find out the estimated waiting time and manage their time better.
Increasing communication with patients by providing clear and friendly information and answering questions patiently.
Regularly evaluating and monitoring the quality of service at the Pharmacy Installation to identify areas for improvement.
Q: What are the limitations of the study?
A: The study has some limitations, including the sample size and the use of a cross-sectional design. Future studies should aim to increase the sample size and use a longitudinal design to provide more robust results.
Q: What are some future research directions?
A: Some future research directions include investigating the effect of other factors on outpatient satisfaction, such as the quality of care and the availability of services. Additionally, studies should aim to investigate the impact of implementing the recommendations outlined in this study on patient satisfaction and health outcomes.
Q: What are the implications of the study for healthcare providers?
A: The study has implications for healthcare providers, including the need to focus on improving the quality of pharmaceutical services, particularly the dimension of responsiveness. By implementing the recommendations outlined in this study, healthcare providers can improve patient satisfaction and provide optimal health services to patients.
Q: What are the implications of the study for patients?
A: The study has implications for patients, including the need to communicate clearly and effectively with healthcare providers to ensure that their needs are met. By being aware of the factors that influence outpatient satisfaction, patients can take an active role in improving their healthcare experience.
Q: What are the implications of the study for healthcare policy makers?
A: The study has implications for healthcare policy makers, including the need to prioritize the improvement of pharmaceutical services in healthcare facilities. By implementing policies that support the improvement of pharmaceutical services, healthcare policy makers can improve patient satisfaction and health outcomes.
Q: What are the implications of the study for future research?
A: The study has implications for future research, including the need to investigate the effect of other factors on outpatient satisfaction and the impact of implementing the recommendations outlined in this study on patient satisfaction and health outcomes.