Patient Satisfaction of Pharmaceutical Services During the Covid-19 Pandemic in the Public Healthcare Center of Singosari, Malang

Abstract

There are pharmaceutical standards that are used as guidelines for pharmaceutical personnel to improve the quality of pharmaceutical services. One of the evaluative methods in assessing the quality of pharmaceutical services is looking at patient satisfaction. This is assessed based on patient feelings that arise as a result of the health services obtained, which are then compared with their expectations. The purpose of this study was to assess patients’ level of satisfaction as an evaluation measure of the performance of pharmaceutical services. 100 patients of the public healthcare center in Singosari, Malang were recruited through non-probability sampling and data were collected through a questionnaire about the satisfaction of pharmaceutical services. The study was conducted in July 2021. There were five dimensions used to measure the level of satisfaction: tangibles (direct evidence), reliability, responsiveness, assurance (guarantee), and empathy, and the pharmaceutical services were examined from several implemented procedures. Consumer satisfaction in the five dimensions ranged from satisfied to less satisfied. The reliability dimension obtained the lowest score of -0.59.