RUMUSAN STRATEGI PENINGKATAN KEPUASAN PASIEN RAWAT JALAN INSTALASI FARMASI RS BETHESDA LEMPUYANGWANGI YOGYAKARTA BERDASARKAN ANALISIS LINGKUNGAN EKSTERNAL-INTERNAL

On globalization era each company including hospital face tight competition, they had to concern the change which happened in their sphere Therefore, pharmacy Department as medical provider had to respond the change in its sphere. As effort to make pharmacy Department as Department which could compete competitively then the exact strategy to achieve its goal was needed which were outpatients because the outpatient directly feel the pharmacy service. This research was descriptive research, the qualitative data which done by interview toward the research subject, then data quantitatively research using questionnaire to find out patient satisfactions using SERVQUAL method was done, work spirit and work satisfaction of pharmacy Department of Bethesda Lempuyangwangi Hospital Yogyakarta employees scale condition, next internal and external sphere was done then continued by Strengths, Weaknesses, Opportunities, Threats (SWOT) analysis. Result of the analysis were used as base in formulating strategy to improve outpatient satisfactions with Pharmacy Department of Bethesda Lempuyangwangi Hospital Yogyakarta. Result of this research showed comparison between outpatient satisfactions with the patient expectations toward the work of pharmacy Department of hospital employees were higher so appear negative gap on each dimension which means patient was not satisfied yet with the work of pharmacy Department of hospital at this time. Gap point on service dimension from highest to the lowest in a row: tangibles (-0.45), responsiveness (-0.69), reliability (-0.42), assurance (- 0.42) and empathy (-0.35). Based on SWOT analysis, pharmacy Department of Bethesda Lempuyangwangi Hospital Yogyakarta had bigger strength (1.63) than the weaknesses (1.53) and had opportunity (1.73) which was higher than the thread (1.04) which means pharmacy department could fulfill the expectations of the patients. Alternative strategy which taken by pharmacy Department of Bethesda Hospital lempuyangwangi to fulfill patient expectations were determining dispensing time limit skill development for the employees on pharmacy service, forming pharmacy Department of hospital organization structure and clearing work division, adding the amount of pharmacist appropriate with the need