IDENTIFICATION OF PATIENT SATISFACTORY PROFILE FOR OUTPATIENT PHARMACEUTICAL SERVICE AT PRIVATE AND GOVERNMENT HOSPITAL WITHIN SEMARANG DISTRICT
DEWI, PRAMITHA ESHA NIRMALA
DAHLIYANTI, NOVITA DWI
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In this era of hospital rivalry in Indonesia, patient satisfaction is becoming more important than ever. A hospital has to be able to maintain its quality by meeting patient’s expectation for their satisfaction. Indonesian assumption of a condition where private hospitals give better pharmaceutical care than government hospital became a basis of this study to prove scienti cally from patient perspective and expectation towards pharmaceutical care in each hospital. Dr Kariadi General Hospital was chosen to represent a government hospital while St Elizabeth as a private hospital representative. Those hospitals was the top referral hospitals in Semarang district, and can be assumed re ecting the population circumstances. This study was a descriptive, cross-sectional study and data acquisition was done through questionnaire based on ServQual model and in-depth interview on 60 out-patient subjects in each hospital. Using Mann Whitney test to nd out the difference of satisfactory score between hospitals, he results showed signi cant differences in empathy dimension (p = 0.014) and reliability dimension (p = 0.000). From the empathy dimension, it shows that patients feel pharmaceutical care in St Elizabeth hospital gives better concern, where from reliability dimension the patients feel Dr. Kariadi Hospital is more able to give a reliable and accurate service compared to St Elizabeth hospital.