Analisis kepuasan pasien terhadap waktu tunggu di instalasi farmasi rumah sakit: A literature review
DOI: https://doi.org/10.33024/hjk.v19i7.1683
Instalasi Farmasi Kepuasan Pasien Rumah Sakit
Abstract
Background: Waiting time in hospital pharmacy settings is a significant factor influencing patient satisfaction and a major source of complaints in healthcare.
Purpose: To analyze patient satisfaction with waiting times in hospital pharmacy settings.
Method: This literature review was conducted by searching for scientific articles in PubMed, Google Scholar, and Science Direct using keywords related to patient satisfaction and waiting times for pharmacy services. Inclusion criteria included publications from 2021-2025, articles in English or Indonesian, and empirical research relevant to the topic.
Results: Ten articles from various countries were analyzed, showing patient satisfaction levels varying between 56-76.2%. Waiting times for compounded prescriptions ranged from 54.17-65.3 minutes and for non-compounded prescriptions from 21.6-34.3 minutes. Patient satisfaction was not directly influenced by actual waiting time (P=0.365), but rather by perceived (P=0.000) and expected (P=0.006) waiting times. Significant factors include pharmacist professionalism, an organized management system, technological infrastructure, and prescription characteristics. Target-based wait-time interventions have been shown to reduce wait times by up to 37% and significantly increase satisfaction (P<0.001).
Conclusion: Patient satisfaction with wait times is complexly influenced by perceptual and operational factors. Managing patient expectations, improving pharmacist competency, implementing technology, and improving management systems are effective strategies for improving satisfaction.
Keywords: Hospital; Patient Satisfaction; Pharmacy.
Pendahuluan: Waktu tunggu di instalasi farmasi rumah sakit merupakan faktor kritis yang memengaruhi kepuasan pasien dan menjadi sumber keluhan utama dalam pelayanan Kesehatan.
Tujuan: Untuk menganalisis kepuasan pasien terhadap waktu tunggu di instalasi farmasi rumah sakit.
Metode: Kajian literatur ini dilakukan dengan pencarian artikel ilmiah melalui basis data PubMed, Google Scholar, dan Science Direct menggunakan kata kunci terkait kepuasan pasien dan waktu tunggu pelayanan farmasi. Kriteria inklusi mencakup publikasi tahun 2021-2025, artikel berbahasa Inggris atau Indonesia, dan penelitian empiris yang relevan dengan topik.
Hasil: Sepuluh artikel dari berbagai negara dianalisis, menunjukkan tingkat kepuasan pasien bervariasi antara 56-76.2%. Waktu tunggu untuk resep racikan mencapai 54.17-65.3 menit dan resep non-racikan 21.6-34.3 menit. Kepuasan pasien tidak dipengaruhi langsung oleh waktu tunggu aktual (P=0.365), melainkan oleh waktu tunggu yang dirasakan (P=0.000) dan diharapkan (P=0.006). Faktor signifikan meliputi profesionalisme apoteker, sistem manajemen terorganisir, infrastruktur teknologi, dan karakteristik resep. Intervensi berbasis target waktu tunggu terbukti menurunkan waktu tunggu hingga 37% dan meningkatkan kepuasan secara signifikan (P<0.001).
Simpulan: Kepuasan pasien terhadap waktu tunggu dipengaruhi kompleks oleh faktor perseptual dan operasional. Manajemen ekspektasi pasien, peningkatan kompetensi apoteker, implementasi teknologi, dan perbaikan sistem manajemen merupakan strategi efektif untuk meningkatkan kepuasan.
Kata Kunci: Instalasi Farmasi; Kepuasan Pasien; Rumah Sakit.
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