ANALYSIS OF MEDICAL SERVICE MANAGEMENT QUALITY IN IMPROVING OUTPATIENT SATISFACTION AT HAJI GENERAL HOSPITAL MEDAN
ANALISIS KUALITAS MANAJEMEN PELAYANAN MEDIS DALAM MENINGKATKAN KEPUASAN PASIEN UNIT RAWAT JALAN RSU HAJI MEDAN
DOI:
https://doi.org/10.51771/fj.v6i02.2220Keywords:
Patient Satisfaction, Pharmaceutical Service Quality, Outpatient Prescription Services, SERVQUAL, Hospital PharmacyAbstract
Pharmaceutical services provided in hospitals constitute an essential component of the healthcare system, with the responsibility of ensuring the safe, effective, and rational use of medicines while enhancing patient safety and satisfaction. The quality of prescription services is one of the key indicators of pharmaceutical service quality and can be evaluated using the five dimensions of the SERVQUAL model: tangibles, reliability, responsiveness, assurance, and empathy. This study aimed to evaluate the level of patient satisfaction with outpatient prescription services at Haji General Hospital Medan and to identify aspects of service requiring improvement. This quantitative study employed a non-experimental, cross-sectional design. A total of 98 respondents were recruited as the study sample. Primary data were collected through direct observation and structured questionnaires and were analyzed using univariate analysis and the Chi-square test. The results showed that most respondents were male (56.1%), belonged to the adult age group (40.8%), and were students (20.4%). Overall, 60.2% of respondents rated the quality of pharmaceutical services as good. Among the SERVQUAL dimensions, responsiveness received the highest rating (61.2%), whereas empathy received the lowest rating (53.1%). Bivariate analysis demonstrated significant associations between patient satisfaction and all SERVQUAL dimensions (p < 0.05). In conclusion, patients were generally satisfied with the outpatient prescription services at Haji General Hospital Medan. Nevertheless, improvements are still required in the dimensions of reliability, responsiveness, assurance, empathy, and tangibles. Increasing the number of pharmacy personnel during peak service hours is recommended to enhance service efficiency and ensure continuous improvement in the quality of pharmaceutical services.
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