ANALISIS KEPUASAN PASIEN RAWAT JALAN TERHADAP PELAYANAN KEFARMASIAN DI RUMAH SAKIT LAVALETTE KOTA MALANG

Patient satisfaction is the degree to which a patient’s feelings arise after comparing expectations and perceived performance. Pharmaceutical services are direct and responsible for patients who are concerned with pharmaceutical preparations with the intention of achieving definite results to improve the quality of life patients. This study aims to find out the outpatient satisfaction in the pharmaceutical installation of the lavalette hospital in Malang city for pharmaceutical services.This study was a descriptive study with a sample of 389 respondents by collecting research data using questionnaires.Results of research conducted at the Installation Pharmaceutical Lavalette Hospital Malang City shows that outpatient’s satisfaction with pharmaceutical services with five dimension related to service quality (servqual) has not been satisfied with the many negative GAP values. GAP values with negative are dimension tangibles (-0,42), dimension reliability (-0,74), dimension responsiveness (-0,40), dimension assurance (-0,25), and dimension empathy (-0,33). The results of the importance performance analysis (IPA) on the cartesian chart that needs to be improved immediately include in quadrant A which is a statement related to support facilities, avaibility of drugs, explanation of side effects, service waiting time, and responsiveness in response to patient requests or complaints, with the increased statements in quadrant A, it can increase outpatient satisfaction with pharmaceutical services at the Installation Pharmaceutical Lavalette Hospital Malang City.