ANALISIS TINGKAT KEPUASAN PASIEN JKN TERHADAP PELAYANAN KEFARMASIAN MENGGUNAKAN METODE SERVQUAL DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) DI SALAH SATU PUSKESMAS KOTA CIMAHI
DOI:
https://doi.org/10.36423/pharmacoscript.v9i1.2348Keywords:
Kepuasan pasien, JKN, ServQual, Importance Performance Analysis (IPA), PuskesmasAbstract
Kebijakan pelayanan berjenjang dalam program Jaminan Kesehatan Nasional (JKN) menyebabkan meningkatnya beban pelayanan di Fasilitas Kesehatan Tingkat Pertama (FKTP) seperti Puskesmas, sehingga berpotensi menurunkan mutu pelayanan, termasuk pelayanan kefarmasian. Kondisi ini dapat berdampak pada kepuasan pasien, yang merupakan indikator penting kualitas pelayanan. Pelayanan ini bertujuan untuk menganalisis tingkat kepuasan pasien JKN terhadap pelayanan kefarmasian di salah satu Puskesmas Kota Cimahi, serta menentukan prioritas perbaikan dan atribut layanan yang perlu dipertahankan menggunakan metode Service Quality (ServQual) dan Importance Performance Analysis (IPA). Penelitian ini menggunakan desain deskriptif cross sectional dengan metode purposive sampling terhadap 378 responden yang memenuhi kriteria inklusi. Data diperoleh melalui kuesioner yang teruji validitas dan reliabilitasnya, kemudian dianalisis menggunakan SPSS Statistic 30. Hasil penelitian menunjukkan bahwa seluruh analisis ServQual-IPA memiliki nilai gap negatif, dengan urutan kesenjangan terbesar pada dimensi Jaminan (-0,21;0,94), Empati (-0,19;0,95), Kehandalan (-0,12;0,96), Bukti Fisik (-0,11;0,97) dan Daya Tanggap (-0,08;0,97). Berdasarkan analisis IPA, waktu tunggu pelayanan obat dan kejelasan informasi penggunaan obat termasuk dalam prioritas utama perbaikan (Kuadran I), sedangkan atribut yang harus dipertahankan meliputi fasilitas prioritas bagi ibu hamil dan lansia, keramahan petugas, ketersediaan obat, serta pelayanan konseling (Kuadran II). Penelitian ini menunjukkan bahwa perbaikan sistem antrian, optimalisasi SDM farmasi, dan peningkatan komunikasi terapeutik perlu menjadi fokus utama Puskesmas untuk meningkatkan mutu pelayanan kefarmasian dan memperkuat kepercayaan peserta JKN terhadap pelayanan kesehatan primer.
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