Penurunan Waktu Tunggu Pelayanan Obat Rawat Jalan Instalasi Farmasi Rumah Sakit Baptis Batu
DOI:
https://doi.org/10.21776/ub.jkb.2015.028.02.9Abstract
Lama waktu tunggu pelayanan obat rawat jalan di Instalasi Farmasi RS Baptis Batu sudah lama dikeluhkan oleh pelanggan. Ketidakpuasan karena waktu tunggu yang lama mempengaruhi persepsi tentang kualitas layanan rumah sakit secara keseluruhan dan menurunkan angka kunjungan ke rumah sakit. Penelitian ini mengukur waktu tunggu dan intervensi perbaikan SPO disertai survei kepuasan pelanggan yang berhubungan dengan waktu tunggu pelayanan obat rawat jalan. Metode penelitian menggunakan pre dan post tes dengan pendekatan studi eksperimental pada 119 sampel pengunjung pelayanan obat rawat jalan selama kurun waktu 2 bulan. Pengambilan data dilakukan dengan mengukur  waktu tunggu 2 kali  sebelum dan sesudah  intervensi disertai  kepuasan mengenai lamanya waktu tunggu obat dengan menggunakan skala Likert. Analisis waktu tunggu dan kepuasan pelanggan mengenai waktu tunggu sebelum dan sesudah intervensi  dilakukan dengan T test berpasangan  dan Wilcoxon. Hasil penelitian menunjukkan adanya perbaikan  waktu tunggu pelayanan obat jadi dari rerata 56,42±27,22 menjadi 23,11±8,47 menit (p<0,05) dan obat racikan dari rerata waktu tunggu 83,21±26,93 menjadi 48,24 ±9,99 menit (p<0,05). Adanya perbaikan waktu tunggu berdasar  jumlah obat jadi  dalam 1 resep yaitu untuk 1-2 macam dari 18 menit  menjadi 14 menit, 3-5 macam dari rerata 50,85±21,06 menjadi 18,88±7,07  menit dan ≥6macam  dari rerata 62,95±31,02 menjadi27,58±7,50 menit. Kepuasan pasien terhadap waktu tunggu antara sebelum dan sesudah intervensi meningkat bermakna (p<0,05). Penyempurnaan SPO, pengaturan petugas disertai sosialisasi menurunkan waktu tunggu pelayanan obat farmasi dan meningkatkan kepuasan pelanggan terhadap waktu tunggu obat secara bermakna.Kata Kunci: Instalasi farmasi, kepuasan pasien, pelayanan obat rawat jalan, waktu tunggu
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