Yoga Kusuma Wardhani, Misgiati, Mayang Aditya

TINGKAT KEPUASAN PASIEN DAN FAKTOR-FAKTOR YANG MEMPENGARUHI TERHADAP LAYANAN ANTAR OBAT (YANTARO) DEPO FARMASI RAWAT JALAN DI RSUD H. BADARUDDIN KASIM TABALONG

Introduction

Tingkat kepuasan pasien dan faktor-faktor yang mempengaruhi terhadap layanan antar obat (yantaro) depo farmasi rawat jalan di rsud h. Badaruddin kasim tabalong. Kepuasan pasien terhadap layanan antar obat (YANTARO) Depo Farmasi RSUD H. Badaruddin Kasim dievaluasi. Studi ini mengungkap kepuasan tinggi, kenyamanan, efisiensi, dan faktor pendorong utama.

Abstract

The drug delivery service (YANTARO) is innovative pharmaceutical service at H. Badaruddin Kasim Regional Hospital, Tabalong, designed improve patient convenience, reduce queues, and accelerate patient access to medications. This study aims evaluate level of patient satisfaction and the factors that influence satisfaction with YANTARO service. The research employed a quantitative method with cross-sectional approach, involving 43 outpatient respondents who utilized the YANTARO service. Data were collected using a questionnaire based on the Servqual dimensions (tangibles, reliability, responsiveness, assurance, and empathy) and were analyzed descriptively. The validity and reliability tests indicated that the research instruments were valid (r-count > 0.361) and reliable (Cronbach’s Alpha 0.919 for service factors and 0.808 for patient satisfaction). The findings show the YANTARO drug delivery service at the Outpatient Pharmacy Depot of H. Badaruddin Kasim Hospital is effective in improving patient satisfaction. The overall level patient satisfaction was high, with ease of access being the highest-rated indicator, while medication information delivery still requires improvement. The factors that most influenced patient satisfaction were the condition of medication upon delivery and the attitude of staff during the delivery process. Overall, the YANTARO service successfully reduced queues, saved patients’ time, and provided convenience for outpatients in obtaining their medications.

Review

This study provides a timely and relevant evaluation of the YANTARO (drug delivery) service at H. Badaruddin Kasim Regional Hospital, highlighting an important innovative approach to pharmaceutical care. The abstract clearly outlines the service's intent to improve patient convenience, reduce queues, and accelerate medication access, which are critical objectives in modern healthcare. The research successfully evaluates both the level of patient satisfaction and the key factors influencing it, concluding that the YANTARO service is effective in enhancing patient satisfaction, reducing waiting times, and offering greater convenience for outpatients. Methodologically, the study employed a quantitative, cross-sectional design involving 43 outpatient respondents, utilizing a questionnaire based on the well-established Servqual dimensions. The reported validity and reliability of the research instruments bolster confidence in the data collected. The findings are specific and actionable: overall patient satisfaction is high, with "ease of access" being the top-rated indicator. However, the study identifies a crucial area for improvement in "medication information delivery," while also pinpointing the "condition of medication upon delivery" and "staff attitude" as the most influential factors on patient satisfaction. The insights from this study are valuable, providing empirical evidence for the positive impact of innovative drug delivery services. The high patient satisfaction observed underscores the potential for such services to significantly improve healthcare delivery and patient experience. To further strengthen these findings, future research could explore a larger and more diverse sample size to enhance generalizability. Additionally, a deeper dive into the specific challenges surrounding medication information delivery, perhaps through qualitative interviews, could provide richer insights for targeted improvements. Investigating the cost-effectiveness and long-term sustainability of the YANTARO service would also be beneficial for informing policy decisions and wider implementation strategies.

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