KAJIAN KEPUASAN PASIEN TERHADAP PELAYANAN KEFARMASIAN DI APOTEK RAWAT JALAN RSUP DR. M. DJAMIL PADANG

Pharmaceutical service is a direct and responsible service to the patient to improve patient's quality of life. The transformation of the orientation paradigm from drug to patient forces the pharmacist to improve their knowledge, skills and behaviors in order to the fulfill the requirement, desires, expectations and satisfaction of the patients. The present study was carried out to determine the level of patient satisfaction with pharmaceutical services of the outpatients DR. M. Djamil Padang, to review the relationship between patient characteristics (gender, age, education, occupation and income) and satisfaction and to analyze the dominant components that affect patient satisfaction to pharmaceutical services. This study was perfomed quantitatively using cross-sectional method. The research instrument using was the one developed from the Larson instruments. Non-parametric Mann-Whitney test was used to determine the relation between gender and patient's satisfaction, while the Kruskal Wallis test non-parametric was used to determine the relationship between age, education, occupation and income of the patient and patient’s satisfaction. Samples were collected using purposive sampling technique. A total of 381 patients in the outpatient pharmacy DR. M. Djamil Padang has been participated in the study. In general, patient satisfaction levels are quite satisfied, with an average of 3,1. There is significant difference between patient satisfaction and pharmaceutical services with education and employment (p 0.05). Dominan dimensions that affect patient satisfaction is the Friendly Explanation compared to Managing Teraphy. Key word: pharmaceutical service, patient satisfaction, patient characteristics, Larson instruments, outpatient pharmac