Evaluasi Mutu Pelayanan Kefarmasian di Puskesmas Seluruh Kota Kendari

Abstract

Abstract Background: The purpose of service quality evaluation is to evaluate the entire series of pharmaceutical service activities and as a basis for further improvement of pharmaceutical services to improve patients' quality of life. Objective: To determine the quality of pharmaceutical services in all health centres in Kendari City based on Permenkes number 74 of 2016. Methods: This study was an observational study with a descriptive nature using a cross-sectional design. Measured service quality is patient satisfaction, dimensions of service time, and availability of the implementation of Standard Operational Procedures/SOPs. The instruments used were patient satisfaction questionnaires, interview guidelines, and observation sheets. Assessment of the quality of pharmaceutical services at the Puskesmas used is Permenkes no. 44 of 2016 concerning quality management guidelines in Puskesmas, with good categories, namely > 8.5, sufficient 5.5 - 8.4, and fewer categories, namely < 5.5 which is obtained from the average value of four value scales on all variables. Results: The level of patient satisfaction was 79.51%, which was in the sufficient category, while for the dimension of drug service time, 80% of the Community Health Centers had determined the service time for both concocted and non-concocted drugs. According to the RI Health Ministerial Regulation number74 of 2016, only 59.04% of health centres apply standard service procedures (SOP). In pharmacists’ implementation of pharmaceutical services, it was found 43.65% on a value scale of 4. Conclusion: Overall, average value of the quality of pharmaceutical services for all Community Health Centers in Kendari City is 6.25 (sufficient). Keywords: community health center, Kendari, pharmaceutical services, service quality