GAMBARAN KEPUASAN PASIEN TERHADAP PELAYANAN KEFARMASIAN DI PUSKESMAS : TINJAUAN LITERATUR

Abstract

Patient satisfaction is the level of feeling the patient feels that arises as a result of the performance of the health service he gets after the patient compares it with what he expects. Satisfaction measurement is one of the indicators to determine the quality of health services, some studies have found that patients who are satisfied with the service will be interested in making repeat visits. The purpose of this study was to determine the percentage of patient satisfaction in pharmaceutical services at Puskesmas. This research is a research with article review using the literature review approach method. Article searches were conducted through the Google Scholar, Publish or Perish, and Sinta Journal websites, obtained as many as 11 articles from the last 10 years (2014-2023), articles that met the research limit of 6 articles that had been accredited by Sinta. Data analysis is carried out by describing or seeing an overview of the percentage and level of patient satisfaction with pharmaceutical services at Puskesmas. The results of this study obtained an average patient satisfaction method of 5 dimensions from 6 journal articles, namely: Reliability 69.06%, Emphaty 62.06%, Assurance 81.76%, Tangibles 82.19%, Responsive 60.03%. Based on the analysis of the literature in the six articles, they said they were satisfied in pharmaceutical services at the Puskesmas.