Kinerja Apotek dan Harapan Pasien Terhadap Pemberian Informasi Obat pada Pelayanan Swamedikasi di Beberapa apotek di Surabaya

Most people take self-medication as the first step to treat illnesses, pharmacists have a major role to provide drug information in order to assure the appropriate therapy. The aim of this study was to measure level of pharmacy’s performance and patients’ importance toward drug information provided in self medication at several pharmacies in Surabaya using five variables of service quality (reliability, responsiveness, assurance, empathy, and tangibles). Cross sectional study was conducted in 2006 by collecting data from 160 patients who did self medication in pharmacies in Surabaya. Questionnaire was tested for its validity and reliability. 19 Pharmacies were selected by purposive sampling method. Data were analyzed by Importance Performance Matrix.. Results showed that 2 (9%) variables were perceived as important by patients but showed low level of performance. Whilst 9 (40%) variables was important with high level of performance. Furthermore 10 (45.5%) variables were not important with low level of performance. Lastly, 1 (4.5%) variable was not important with high level of performance. In conclusion, there were variables to be improved. However, not important does not necessarily mean not important for healthcare professionals