Pengaruh Pemberian Informasi Obat terhadap Kepuasan Pasien serta Faktor Pengganggu yang Terlibat di Padangsambian, Bali

https://doi.org/10.22146/jmpf.84766

Ni Komang Ayu Bintang Sutrisnawati(1), Ni Putu Dewi Agustini(2), Ni Nyoman Yudianti Mendra(3), Ni Putu Udayana Antari(4*)

(1) Fakultas Farmasi, Universitas Mahasaraswati Denpasar, Jalan Kamboja, No 11A, Dangin Puri Kangin, Denpasar Utara, Bali
(2) Fakultas Farmasi, Universitas Mahasaraswati Denpasar, Jalan Kamboja, No 11A, Dangin Puri Kangin, Denpasar Utara, Bali
(3) Fakultas Farmasi, Universitas Mahasaraswati Denpasar, Jalan Kamboja, No 11A, Dangin Puri Kangin, Denpasar Utara, Bali
(4) Fakultas Farmasi, Universitas Mahasaraswati Denpasar, Jalan Kamboja, No 11A, Dangin Puri Kangin, Denpasar Utara, Bali
(*) Corresponding Author

Abstract


Providing information when dispensing medicine is a pharmaceutical service that must follow applicable regulations. The best service makes patients satisfied and loyal to the pharmacy. Many things influence patient satisfaction due to varying patient perceptions regarding the quality of pharmacy services. This study aims to analyze the relationship between providing drug information and patient satisfaction, as well as confounding variables. Cross-sectional research was carried out by distributing Likert scale questionnaires and a checklist of types of drug information provided by pharmaceutical staff at the Indobat Padangsambian Pharmacy. The questionnaire was developed from literature studies and has been tested for validity and reliability. A total of 118 respondents who met the criteria were taken using convenience sampling techniques. Data were analyzed using descriptive statistics, chi-square test, and logistic regression. The chi-square test shows that the type of drug information conveyed by pharmaceutical staff is not related to patient satisfaction at the Indobat Padangsambian Pharmacy (p-value 0.580, CI 95%). All variables that are thought to be confounding variables do not have an independent effect on the dependent variable. However, it is known that occupation (health workers and non-health workers) and the patient's proximity to pharmaceutical workers interact and influence patient satisfaction. Pharmacy personnel should provide drug information according to regulations. To make patients satisfied and loyal to the pharmacy, pharmaceutical staff must pay attention to the patient's work background and personal relationship with the patient when providing drug information.

Keywords


kepuasan; kedekatan; loyalitas; pemberian informasi obat; variabel pengganggu

Full Text:

PDF


References

  1. Kemenkes RI. Peraturan Menteri Kesehatan Republik Indonesia Nomor 73 Tahun 2016 tentang Standar Pelayanan Kefarmasian Di Apotek. Kementeri Kesehat Republik Indones. Published online 2016.
  2. Ylä-Rautio H, Siissalo S, Leikola S. Drug-related problems and pharmacy interventions in non-prescription medication, with a focus on high-risk over-the-counter medications. Int J Clin Pharm. 2020;42(2):786-795. doi:10.1007/s11096-020-00984-8
  3. Kemenkes RI. Peraturan Menteri Kesehatan Republik Indonesia Nomor 9 Tahun 2017 tentang Apotek. Kementeri Kesehat Republik Indones. Published online 2017:1-36.
  4. Yorimoto R, Shoji M, Onda M. Self-efficacy of community pharmacists and associated factors in counselling to support self-medication in Japan: A cross-sectional study. Pharm Pract (Granada). 2022;20(2):1-7. doi:10.18549/PharmPract.2022.2.2660
  5. Dona E. Hubungan Pelayanan Informasi Obat Dengan Tingkat Kepatuhan Pasien Hipertensi Di Puskesmas Sikumana Kota Kupang Tahun 2019. Skripsi. Published online 2019:1-53.
  6. Tumiwa NN., Yamlean PV., Citraningtyas G. Pelayanan Informasi Obat Terhadap Kepatuhan Minum Obat Pasien Geriatri di Instalasi Rawat Inap RSUP Prof. Dr. R.D Kandou Manado. J Ilm Farm. 2014;3(3):310-315.
  7. Athiyah U, Rahem A, Setiawan CD, Hermansyah A. Role of pharmacist in providing drug information and education for patients with chronic diseases during transition of care. Pharm Educ. 2021;21(2):275-280. doi:10.46542/pe.2021.212.275280
  8. Satibi, Rokhman MR, Aditama H. Manajemen Apotek. Gadjah Mada University Press; 2018.
  9. Putri DR. Pengaruh Kualitas Pelayanan Kefarmasian terhadap Kepuasan, Kepercayaan, & Loyalitas Konsumen Apotek. Indones J Heal Sci. 2017;1(1):23. doi:10.24269/ijhs.v1i1.381
  10. Sulo HR. Hubungan Pemberian Informasi Obat dan Waktu Tunggu Terhadap Kepuasan Pasien di Instalasi Farmasi Rumah Sakit X Kota Samarinda. Sainstech Farma. 2020;13(2):73-79. https://ejournal.istn.ac.id/index.php/saintechfarma/article/view/758
  11. Muharni S, Rahma M Zur, Aryani F, Husnawati. Tingkat Kepuasan Responden Terhadap Pemberian Informasi Obat di Apotek Mandiri Smart Kota Pekanbaru. J Ilmu Kefarmasian. 2023;4(1).
  12. Veiga P, Cavaco AM, Lapão LV, Guerreiro MP. Self-Medication Consultations in Community Pharmacy: An Exploratory Study on Teams’ Performance, Client-Reported Outcomes and Satisfaction. Pharm Pract (Granada). 2021;19(1):1-8. doi:10.18549/PharmPract.2021.1.2138
  13. Montol S., Maramis FR, Engkeng S. Hubungan Antara Status Demografi Dengan Kepuasan Dalam Pelayanan Pasien Jamkesmas Di Wilayah Kerja Puskesmas Ratahan Kabupaten Minahasa Tenggara. Published online 2014.
  14. Stefan MM, Redjeki S., Susilo HW. Hubungan Karakteristik Pasien Dengan Kepuasan Terhadap Mutu Pelayanan Kesehatan Di Puskesmas Kecamatan Pesanggrahan Jakarta Selatan. Bagian Penelit STIK Sint Carolus. Published online 2014.
  15. Nigussie S, Edessa D. The extent and reasons for dissatisfaction from outpatients provided with pharmacy services at two public hospitals in eastern Ethiopia. Front Pharmacol. 2018;9(OCT):1-8. doi:10.3389/fphar.2018.01132
  16. Stefan M. Hubungan antara Status Demografi dengan Kepuasan dalam Pelayanan Kesehatan di Puskesmas Kecamatan Pesanggrahan Jakarta Selatan. Published online 2014.
  17. Larson LN, Rovers JP, MacKeigan LD. Patient satisfaction with pharmaceutical care: Update of a validated instrument. J Am Pharm Assoc (Washington, DC 1996). 2002;42(1):44-50. doi:10.1331/108658002763538062
  18. Sakharkar P, Bounthavong M, Hirsch JD, Morello CM, Chen TC, Law A V. Development and validation of PSPSQ 2.0 measuring patient satisfaction with pharmacist services. Res Soc Adm Pharm. 2015;11(4):487-498. doi:10.1016/j.sapharm.2014.10.006
  19. Gourley GK, Gourley DR, Rigolosi, Elaine LM, Reed P, Solomon DK, Washington E. Development and Validation of the Eyelash Satisfaction Questionnaire. Aesthetic Surg J. 2016;36(2):221-228. doi:10.1093/asj/sjv154
  20. Lai PSM, Chung WW, Toh LS, Othman S. Development and validation of an Ambulatory Care Patient Satisfaction Questionnaire to assess pharmacy services in Malaysia. Int J Clin Pharm. 2018;40(5):1309-1316. doi:10.1007/s11096-018-0721-x
  21. Nawawi H. Metode Penelitian Bidang Sosial. Gadjah Mada University Press; 2019.
  22. Supardi. S, Surahman. Metodologi Penelitian Untuk Mahasiswa Farmasi. Trans Info Media, Jakarta; 2014.
  23. Lemeshow. Besar Sampel Dalam Penelitian Kesehatan. Universitas Gajah Mada; 1997.
  24. Dianita PS, Latifah E. Tingkat Kepuasan Pasien Terhadap Pelayanan Obat Di Apotek Wilayah Kecamatan Mertoyudan Kabupaten Magelang. J Farm Sains dan Prakt. 2017;3(2):19-23. doi:10.31603/pharmacy.v3i2.1727
  25. Antari NPU, Agustini NPD, Suena NMDS. The Performance Differences Between High and Low Sales Turnover Community Pharmacies. J Adm Kesehat Indones. 2021;9(2):135. doi:10.20473/jaki.v9i2.2021.135-149
  26. Chandra S, Ward P, Mohammadnezhad M. Factors associated with patient satisfaction in outpatient department of Suva sub-divisional health center, Fiji, 2018: A mixed method study. Front Public Heal. 2019;7(JUL):1-10. doi:10.3389/fpubh.2019.00183
  27. Thornton RD, Nurse N, Snavely L, Hackett-Zahler S, Frank K, DiTomasso RA. Influences on patient satisfaction in healthcare centers: a semi-quantitative study over 5 years. BMC Health Serv Res. 2017;17(1):1-9. doi:10.1186/s12913-017-2307-z
  28. Antari NPU, Suwantara, I. P. T. and Cahyaningsih E. The Correlation of Pemogan Community Knowledge about Usada Taru Pramana with the Behaviour of Utilization and Conservation of Herbal Medicine. Maj Obat Tradis. 2017;22(3):206. doi:doi: 10.22146/mot.29687
  29. Addo AA, Wang W, Dankyi AB, Abban OJ, Bentum-Micah G. The Mediating Role of Patient Satisfaction in the Relationship between Quality of Doctor Services and Patient Loyalty: Empirical Evidence from the Health Sector of Ghana. Saudi J Bus Manag Stud. 2020;05(02):154-163. doi:10.36348/sjbms.2020.v05i02.007
  30. Masturoh I, Anggita N. Metodologi Penelitian Kesehatan.; 2018.
  31. Yang S, Kim D, Choi HJ, Chang MJ. A comparison of patients’ and pharmacists’ satisfaction with medication counseling provided by community pharmacies: A cross-sectional survey. BMC Health Serv Res. 2016;16(1):1-8. doi:10.1186/s12913-016-1374-x
  32. Achsan Z, Lubis N, Widayanto. Pengaruh Dimensi Kualitas Pelayanan dan Kedekatan Emosional Terhadap Kepuasan Konsumen(studi kasus Ina Swiss Optik Cabang Plaza Gajah Mada Semarang). Diponegoro J Soc Polit. 2014;3(2):1-14.
  33. Fakhrudin A, Roellyanti MV, Sttkd MT. Loyalitas konsumen: implikasi dari nilai pelanggan, kualitas pelayanan, kedekatan emosional. J Ekon Keuang dan Manaj. 2022;18(3):501-512. doi:10.29264/jinv.v18i3.10636
  34. Qudah B, Thakur T, Chewning B. Factors influencing patient participation in medication counseling at the community pharmacy: A systematic review. Res Soc Adm Pharm. 2021;17(11):1863-1876. doi:10.1016/j.sapharm.2021.03.005
  35. Jin C, Wang C, Zhu X, Zhu L. The Impact on Healthcare Service Quality and Patients Satisfaction via Adopting Mobile Health Technologyan Empirical Study in a Public Ophthalmologic Hospital in China. 2022;07(10).
  36. Wijaya D, Faratilla CR. Hubungan Standar Pelayanan Kefarmasian Dengan Kepuasan Pasien Di Kota Bandung. ResearchgateNet. 2017;(June). doi:10.13140/RG.2.2.21532.49280
  37. Etlidawati, Handayani DY. Hubungan Kualitas Mutu Pelayanan Kesehatan Dengan Kepuasan PasienPeserta Jaminan Kesehatan Nasional. MEDISAINS J Ilmu-Ilmu Kesehat. 2017;15(3):142-147.
  38. Antari NPU, Meriyani H and, Suena NMDS. Faktor-Faktor Komunikasi yang Mempengaruhi Tingkat Kepercayaan terhadap Tenaga Teknis Kefarmasian. J Ilm Medicam. 2019;5(2):63-69.
  39. Barnes JG. Secrets Of Customer Relationship Management (Edisi Bahasa Indonesia). Yogyakarta : ANDI; 2013.
  40. Cavaco AM, Sozen-Sahne B, Ulutas-Deniz E, Yegenoglu S. Self-Medication and Non-prescription Drug Counseling: Illustrating Profession Uncertainty within Turkish Pharmacy Practice. Res Soc Adm Pharm. 2018;14(8):718-726. doi:10.1016/j.sapharm.2017.09.006
  41. Sarmadi. Identifikasi Komunikasi Efektif Antara Tenaga Teknis Kefarmasian Dengan Pasien Di Beberapa Apotek Wilayah Kecamatan Kemuning Kota Palembang. J Kesehat Palembang. 2017;12(1):1-7. doi:https://doi.org/10.36086/jpp.v12i1.10
  42. Oktavia F. Upaya Komunikasi Interpersonal Kepala Desa Borneo Sejahtera Dengan Masyarakat Desa Long Lunuk. Ilmu Komun. 2016;4(1):239-253.
  43. AlGhurair SA, Simpson SH, Guirguis LM. What elements of the patient-pharmacist relationship are associated with patient satisfaction? Patient Prefer Adherence. 2012;6:663-676. doi:10.2147/PPA.S35688
  44. Ferreira DC, Vieira I, Pedro MI, Caldas P, Varela M. Patient Satisfaction with Healthcare Services and the Techniques Used for its Assessment: A Systematic Literature Review and a Bibliometric Analysis. Healthc. 2023;11(5). doi:10.3390/healthcare11050639



DOI: https://doi.org/10.22146/jmpf.84766

Article Metrics

Abstract views : 828 | views : 436

Refbacks

  • There are currently no refbacks.


Copyright (c) 2023 JURNAL MANAJEMEN DAN PELAYANAN FARMASI (Journal of Management and Pharmacy Practice)

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

©Jurnal Manajemen dan Pelayanan Farmasi
Faculty of Pharmacy
Universitas Gadjah Mada
Creative Commons License
View My Stats