Evaluation of Outpatient Drug Service Satisfaction at Hospital Pharmacy Installation

Abstract

Hospital pharmacy services play an important role in improving the quality of healthcare and patient satisfaction. This study aimed to evaluate the level of outpatient satisfaction with drug services at the Pharmacy Installation of Muhammadiyah Hospital Palembang in 2021 based on five service quality dimensions, namely tangible, reliability, responsiveness, assurance, and empathy. This research used a descriptive quantitative method with a cross-sectional approach. Data were collected through questionnaires distributed to 100 outpatients selected using accidental sampling techniques. The data were analyzed descriptively using the Service Quality (SERVQUAL) method by comparing patients’ expectations and perceptions of pharmacy services. The results showed that 58% of respondents were satisfied, while 42% were not satisfied with the pharmacy services provided. The overall service quality score was -0.36, indicating that patients were generally not satisfied with the quality of drug services. The tangible dimension had a score of -0.38, reliability -0.37, responsiveness -0.37, assurance -0.31, and empathy -0.35. The highest satisfaction level was found in the assurance dimension, while the lowest was in the tangible dimension. The Cartesian diagram analysis indicated that assurance, empathy, and tangible dimensions should be maintained, whereas responsiveness and reliability require improvement. The study concludes that outpatient pharmacy services at Muhammadiyah Hospital Palembang still need improvement to achieve better patient satisfaction and service quality.