<![CDATA[Badan Penyelenggara Jaminan Sosial Kesehatan (BPJS) adalah badan hukum publik yang berfungsi menyelenggarakan program jaminan kesehatan. Salah satu pelayanan kesehatan yang diberikan BPJS yaitu pelayanan farmasi yang masih dinilai belum memenuhi standar pelayanan minimal rumah sakit sehingga mempengaruhi tingkat kepuasan pasien terhadap mutu pelayanan yang diberikan. Terdapat beberapa indikator kepuasan yang dapat digunakan untuk mengetahui mutu pelayanan yaitu dimensi tangible (bukti fisik), reliability (kehandalan), responsiveness (ketanggapan), assurance (jaminan), dan emphaty (empati). Penelitian ini bertujuan untuk mengetahui gambaran tingkat kepuasan pasien peserta BPJS terhadap mutu pelayanan farmasi unit rawat jalan di salah satu rumah sakit swasta Kota Bandung. Penelitian dilakukan dengan metode deskriptif dengan pendekatan cross sectional. Teknik pemilihan sampel menggunakan teknik consecutive sampling dan didapatkan 48 pasien yang telah mendapatkan pelayanan farmasi di salah satu rumah sakit swasta Kota Bandung pada bulan Maret ̶ Mei 2018 dengan menggunakan kuesioner yang sudah tervalidasi. Pada penelitian ini menunjukkan bahwa kepuasan pasien terhadap dimensi tangible 69,90% (puas), reliability 76,15% (puas), responsiveness 55,78% (tidak puas), assurance 73,61% (puas), dan empathy 77,43% (puas). Penambahan jumlah petugas apotik dan sosialisasi tentang Standar Pelayanan Minimal Rumah Sakit kepada petugas mengenai waktu tunggu penyerahan obat diharapkan mampu meningkatkan kepuasan pasien terhadap dimensi responsiveness. THE LEVEL OF BPJS PARTICIPANT ON THE QUALITY OF PHARMACEUTICAL SERVICES IN OUTPATIENT INSTALLATION Badan Penyelenggara Jaminan Sosial Kesehatan (BPJS) is a public legal institution whose function is to organize a health insurance program. One of the health services provided by BPJS is the pharmaceutical service which is still considered not meet the minimum hospital service standards so that it affects the level of patient satisfaction on the quality of service provided. There are several indicators of satisfaction that can be used to determine the quality of service that is, tangible, reliability, responsiveness, assurance, and emphaty. This study aims to determine the description of patient satisfaction level of BPJS participants on the quality of outpatient pharmaceutical service in one of Bandung’s private hospitals. This study was done by descriptive method with cross sectional approach. The sample selection technique used a consecutive sampling technique and got 48 patients who have received pharmacy service in one of Bandung’s private hospitals in March−May 2018 by using validated questionnaires. The result of this study showed that patient satisfaction on tangible dimension (physical proof) was 69.90% (satisfied), reliability 76.15% (satisfied), responsiveness 55.78% (not satisfied), assurance 73.61% (satisfied), and empathy 77.43% (satisfied). The addition of the number of pharmacy officers and the socialization of Hospital Minimum Service Standards to officers regarding the waiting time for drug delivery is expected to increase patient satisfaction with the dimensions of responsiveness.]]>
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