Keywords
outpatient
service quality
pharmacy installation
How to Cite
Abstract
Background: Drug waiting time is one of important services in pharmaceutical services. The number of patients who come and number of prescriptions that must be served makes Cempaka Putih Islamic Hospital have obstacles in serving outpatients including BPJS and Non BPJS patients so waiting time for drugs still long and has impact on reducing the quality of Pharmaceutical Installation services.
Objective: This study aims to evaluate waiting time for outpatient drugs on service quality at Cempaka Putih Islamic Hospital Pharmacy Installation.
Design and Methodology: This research was conducted using descriptive qualitative method with selection of informants using purposive sampling technique. The informants involved included Head of Pharmacy, Pharmacists, officers, and patients.
Findings: The results showed that average waiting time for concoctions was 80.5 minutes, which is not accordance with Minimum Service Standards, which is less than 60 minutes. The average waiting time for non-concocted drugs is 101.7 minutes and is not accordance with the Minimum Service Standards of less than 30 minutes.
Conclusion and Implications: The long waiting time because adjustment of information system, number of prescriptions, incompatibility of prescriptions with the National Formulary, and unavailability of drugs. Strategies that can be maximizing Drug Procurement Plan, training on SIMRS, and conducting patient satisfaction surveys on Pharmacy Installation.