Revitalization of Pharmaceutical Supply Management as an Effort to Increase Outpatient Customer Satisfaction in One of Private Hospital in Bandung

Hospital pharmacies are required to provide appropriate pharmaceutical preparation. Therefore, hospital needs good pharmacy management system. The aims of this study was to analyze customer satisfaction and revitalization of pharmaceutical management in hospital A to improve customer satisfaction. This study was used cross sectional study with quantitative and qualitative approaches. Quantitative approach used survey method with questionnaires and data was analyzed by Partial Least Square (PLS). The results showed that the response to the IFRS employees of pharmaceutical management in hospital A had a very good categories (88.7%) and customer responses to pharmaceutical supply management in hospital A in the category satisfied (75.1%). A qualitative approach using interviews with the head of the hospital pharmacy as well as the head unit of the outpatient pharmacy services and pharmacy warehouse. Pharmaceutical management in hospital A is appropriate to the standards by the government, but still needs improvement in pharmaceutical management. Therefore, revitalization of pharmaceutical management is needed as an effort to increase customer satisfaction