ANALISIS SWOT DALAM PERUMUSAN STRATEGI PENINGKATAN KEPUASAN PASIEN RAWAT JALAN INSTALASI FARMASI RUMAH SAKIT ISLAM SAMARINDA

Increase of competition intention force pharmacy department of Samarinda Islamic Hospital to always concern the needs and the pretension of the patients as well as always tried to fulfill what patients expected. In order to formulating the strategy to face the competition, pharmacy department of hospital needs to identify internal and external sphere. This research was purposed to know the level of outpatient satisfaction of pharmacy department of Samarinda Islamic Hospital and formulating strategy to improve outpatient satisfaction. This research was descriptive research. The data which gathered is quantitative data (questionnaire) and qualitative (interview result with chief of pharmacy department of hospital, hospital director, employees, doctors, and supplier). Analysis in this research was using Servqual and SWOT analysis. Outpatient satisfaction analysis of Pharmacy department of Samarinda Islamic Hospital gave negative gap on five service dimensions. Negative gap showed that patient expectations were higher than work that has given by pharmacy department of hospital so patient satisfactions were not yet achieve. Gap point dimension of services from the highest to the lowest in a row, tangibles (-0,29), responsiveness (-0,22), reliability (-0,13), assurance (-0,11), empathy (-0,08). Result of SWOT analysis based on analysis of internal and external sphere of pharmacy department of Samarinda Islamic Hospital showed that pharmacy department of hospital had bigger opportunity but in same way face the weaknesses. With SWOT matrix some of alternative strategies have gotten to be used in order to improve patient satisfaction is developing structures and infrastructures, determining limitation of dispensing time, provision of drug information and counseling, and effort to increase drugs availability