The Level Of Outpatient Satisfaction Of BPJS Health Participants To Pharmaceutical Services At Mitra Sejati General Hospital Medan

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The Level of Outpatient Satisfaction of BPJS Health Participants to Pharmaceutical Services at Mitra Sejati General Hospital Medan

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Introduction

The level of patient satisfaction is a crucial indicator that reflects the success of a hospital in providing pharmaceutical services. In the context of healthcare, patient satisfaction is a key factor in determining the quality of services provided. This study aims to explore the level of satisfaction of outpatients who are BPJS Health participants to pharmaceutical services at Mitra Sejati General Hospital Medan. The data obtained will not only provide an overview of the quality of existing services but also serve as a basis for the development and improvement of services in the future.

Background

The level of patient satisfaction is a complex phenomenon that is influenced by various factors, including the quality of care, communication, and empathy provided by healthcare professionals. In the context of pharmaceutical services, patient satisfaction is critical in ensuring that patients receive the necessary medications and information to manage their health effectively. The availability of adequate drugs, the speed of service, and the ability of pharmaceutical staff to provide clear and appropriate information to patients are essential factors that contribute to patient satisfaction.

Objective

The main objective of this study is to measure the level of outpatient satisfaction of BPJS Health participants to pharmaceutical services received at Mitra Sejati General Hospital Medan. This study aims to provide an overview of the quality of pharmaceutical services provided to BPJS Health patients and identify areas for improvement.

Methodology

This study uses a descriptive method with a cross-sectional approach. A total of 380 respondents were taken as samples, and questionnaires were used as a tool to measure the level of satisfaction. Data collection was carried out for one month, from November to December 2018. Respondents who filled out the questionnaire were outpatients of BPJS Health participants who received services at the Hospital Pharmacy Installation. The level of patient satisfaction was analyzed by comparing the perception of reality and expectations.

Results

The results of the study show that the level of outpatient satisfaction of BPJS Health participants to pharmaceutical services at Mitra Sejati General Hospital Medan was very satisfying, with an average level of satisfaction reaching 97.88%. The details of the level of satisfaction include:

  • Reliability: 99.01%
  • Responsibility: 98.21%
  • Confidence: 92.17%
  • Empathy: 99.91%
  • Tangible facilities: 99.73%

In addition, the results of statistical analysis show that there is no significant relationship between the level of patient satisfaction and the demographic characteristics of respondents, such as age, gender, education, occupation, income, and frequency of visits.

Analysis

A high level of satisfaction shows that the hospital has succeeded in providing adequate pharmaceutical services to BPJS Health patients. This could be caused by several factors, such as the availability of adequate drugs, the speed of service, and the ability of pharmaceutical staff to provide clear and appropriate information to patients. Aspects of reliability and empathy that record very high percentages indicate that pharmaceutical officers not only fulfill their responsibilities but also establish good relationships with patients, so patients feel valued and understood. This is very important in increasing patient satisfaction, especially in the context of health services.

However, although the results of the study show high satisfaction, it is essential for hospital management to continue to conduct sustainable evaluation and development. Considering that there is no significant relationship between the level of satisfaction with demographic characteristics, the focus of improvement must be more on the existing service aspects and systems, rather than only paying attention to the patient's attributes.

Conclusion

Overall, the level of outpatient satisfaction of BPJS Health participants to pharmaceutical services at Mitra Sejati General Hospital Medan is very high, reaching 97.88%. These results reflect good quality service and provide a strong basis for the development of future health services. Through an ongoing evaluation and improvement, it is expected that pharmaceutical services in hospitals can continue to meet the expectations and needs of patients.

Recommendations

Based on the findings of this study, the following recommendations are made:

  1. Continued evaluation and improvement: Hospital management should continue to conduct sustainable evaluation and development of pharmaceutical services to ensure that they meet the expectations and needs of patients.
  2. Focus on existing service aspects and systems: The focus of improvement should be more on the existing service aspects and systems, rather than only paying attention to the patient's attributes.
  3. Training and development: Pharmaceutical staff should receive regular training and development to ensure that they have the necessary skills and knowledge to provide high-quality pharmaceutical services.
  4. Patient-centered care: Hospital management should prioritize patient-centered care, which involves providing care that is tailored to the individual needs and preferences of patients.

Limitations

This study has several limitations, including:

  1. Sample size: The sample size of 380 respondents may not be representative of the entire population of BPJS Health patients.
  2. Data collection method: The data collection method used in this study may not be comprehensive, and may not capture all the relevant information.
  3. Statistical analysis: The statistical analysis used in this study may not be robust, and may not capture all the relationships between variables.

Future Research Directions

Future research should focus on the following areas:

  1. Longitudinal study: A longitudinal study should be conducted to examine the changes in patient satisfaction over time.
  2. Comparative study: A comparative study should be conducted to compare the level of patient satisfaction between different hospitals and healthcare settings.
  3. Qualitative study: A qualitative study should be conducted to examine the experiences and perceptions of patients and healthcare professionals regarding pharmaceutical services.

By addressing these limitations and future research directions, this study provides a comprehensive understanding of the level of outpatient satisfaction of BPJS Health participants to pharmaceutical services at Mitra Sejati General Hospital Medan.
Frequently Asked Questions (FAQs) about the Level of Outpatient Satisfaction of BPJS Health Participants to Pharmaceutical Services at Mitra Sejati General Hospital Medan

Q: What is the main objective of this study?

A: The main objective of this study is to measure the level of outpatient satisfaction of BPJS Health participants to pharmaceutical services received at Mitra Sejati General Hospital Medan.

Q: What method was used to collect data for this study?

A: This study used a descriptive method with a cross-sectional approach. A total of 380 respondents were taken as samples, and questionnaires were used as a tool to measure the level of satisfaction.

Q: What were the results of the study?

A: The results of the study show that the level of outpatient satisfaction of BPJS Health participants to pharmaceutical services at Mitra Sejati General Hospital Medan was very satisfying, with an average level of satisfaction reaching 97.88%.

Q: What are the key factors that contribute to patient satisfaction in pharmaceutical services?

A: The key factors that contribute to patient satisfaction in pharmaceutical services include the availability of adequate drugs, the speed of service, and the ability of pharmaceutical staff to provide clear and appropriate information to patients.

Q: Is there a significant relationship between the level of patient satisfaction and demographic characteristics of respondents?

A: No, there is no significant relationship between the level of patient satisfaction and demographic characteristics of respondents, such as age, gender, education, occupation, income, and frequency of visits.

Q: What are the implications of the study's findings?

A: The study's findings suggest that the hospital has succeeded in providing adequate pharmaceutical services to BPJS Health patients. However, it is essential for hospital management to continue to conduct sustainable evaluation and development to ensure that services meet the expectations and needs of patients.

Q: What are the recommendations for hospital management based on the study's findings?

A: The recommendations for hospital management include continued evaluation and improvement, focus on existing service aspects and systems, training and development for pharmaceutical staff, and patient-centered care.

Q: What are the limitations of the study?

A: The study has several limitations, including a sample size of 380 respondents, data collection method, and statistical analysis.

Q: What are the future research directions based on the study's findings?

A: Future research should focus on longitudinal studies, comparative studies, and qualitative studies to examine the changes in patient satisfaction over time, compare the level of patient satisfaction between different hospitals and healthcare settings, and examine the experiences and perceptions of patients and healthcare professionals regarding pharmaceutical services.

Q: What are the implications of the study's findings for healthcare policy and practice?

A: The study's findings have implications for healthcare policy and practice, including the need for continued evaluation and improvement of pharmaceutical services, focus on patient-centered care, and training and development for healthcare professionals.

Q: How can the study's findings be used to improve pharmaceutical services?

A: The study's findings can be used to improve pharmaceutical services by identifying areas for improvement, developing targeted interventions, and evaluating the effectiveness of these interventions.