Analysis of Patient Satisfaction with Pharmaceutical Services at the Outpatient Pharmacy Installation at UNS Surakarta Hospital in 2024

Abstrak

Patient satisfaction is an important indicator for evaluating the quality of hospital services, and plays an important role in improving public health. This study aims to describe the level of patient satisfaction and compare satisfaction between the morning and afternoon polyclinics at UNS Surakarta Hospital. This research uses a descriptive analytical observational method using a 20-question questionnaire and purposive sampling technique. Five indicators of satisfaction were analyzed: tangibles, reliability, responsiveness, assurance and empathy. Based on data from 384 respondents, the level of patient satisfaction is clear evidence (89%), reliability (88%), responsiveness (88%), assurance (91%), and empathy (89%). No significant difference was found between morning and afternoon clinic satisfaction (gap = 0.02). The guarantee dimension is the most dominant aspect with a total score of 5.567. This research highlights the importance of the assurance dimension in increasing patient satisfaction at UNS Surakarta Hospital.