TINGKAT KEPUASAN PASIEN BPJS TERHADAP KUALITAS PELAYANAN KEFARMASIAN DI INSTALASI FARMASI RAWAT JALAN RUMAH SAKIT UMUM PROVINSI NTB TAHUN 2025
Keywords:
Patient satisfaction, BPJS, pharmaceutical services, pharmacy departmentAbstract
Pharmaceutical services are an integral part of the hospital healthcare system, aimed at ensuring the safe, rational, and effective use of medications. Patient satisfaction is one of the key indicators in assessing the quality of such services. This study aims to determine the level of satisfaction among BPJS patients regarding the quality of pharmaceutical services at the Outpatient Pharmacy Department of the West Nusa Tenggara Provincial General Hospital in 2025.This research employs a quantitative descriptive method using a survey approach through questionnaires distributed to 100 BPJS patient respondents. The five SERVQUAL dimensions were used to measure patient satisfaction, namely reliability, responsiveness, assurance, empathy, and tangibles. The empathy dimension scored the highest at 93.7%, followed by assurance at 93.3%, reliability at 91.9%, tangibles at 91.6%, and responsiveness at 91.4%.The results indicate that the overall level of patient satisfaction with the quality of pharmaceutical services falls into the "very satisfied" category, with an average percentage of 92.3%. These findings suggest that the pharmaceutical services at the outpatient pharmacy department of the West Nusa Tenggara Provincial Hospital have met the expectations of BPJS patients and are capable of delivering professional, informative, and humanistic care
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