ANALISIS TINGKAT KEPUASAN PASIEN RAWAT JALAN ATAS WAKTU TUNGGU RESEP DI INSTALASI FARMASI RSUD KRATON KABUPATEN PEKALONGAN

Abstrak

This study aims to analyze outpatient satisfaction with prescription waiting times at the Pharmacy Installation of RSUD Kraton, Pekalongan Regency, based on the dimensions of reliability, responsiveness, empathy, tangibility, assurance, and certainty, as well as to evaluate whether there is a relationship between waiting times and outpatient satisfaction at the pharmacy installation of RSUD Kraton. In September 2024, the research used a cross-sectional survey with purposive sampling techniques involving 31 respondents. Data were collected through questionnaires (Likert Scale 1-5) and the Hospital Management Information System (SIM-RS), then analyzed using SPSS Statistics 20. The results showed outpatient satisfaction levels for Reliability (81.85%), Responsiveness (82.58%), Empathy (82.97%), Tangibility (84.61%), and Assurance (86.94%), with an average of 83.79%, indicating patients were delighted according to the Pharmaceutical SPM standard (>80%). However, the prescription waiting time for non-compounded prescriptions was 68±34 minutes. For compounded prescriptions, it was 92±11 minutes, both exceeding the SPM standard (≤30 minutes for non-compounded and ≤60 minutes for compounded prescriptions). A simple linear regression test revealed a positive but insignificant influence of prescription waiting times (independent variable) on outpatient satisfaction (dependent variable), with an F-value of 1.579 and a significance level of 0.219 (>0.05). Despite not meeting SPM standards, patient satisfaction remained high due to other factors in the service.