THE CORRELATION OF PHARMACEUTICAL SERVICES TO THE LEVEL OF SATISFACTION WITH COVID-19 VACCINATION PARTICIPANTS IN RS TINGKAT II UDAYANA
on
Journal Pharmaceutical Science and Application
IPQA Volume 4, Issue 2, Page 45-50, December 2022 ha. J E-ISSN: 2301-7708
THE CORRELATION OF PHARMACEUTICAL SERVICES TO
THE LEVEL OF SATISFACTION WITH COVID-19 VACCINATION PARTICIPANTS IN RS TINGKAT II UDAYANA
Iwan Saka Nugraha1,Wahyuni W Udi1
Department of Pharmacy, STIKES Bali Wisnu Dharma
Corresponding author email: saka.nugraha1@gmail.com
ABSTRACT
Background: The obligation to vaccinate against Covid-19 in an effort to prevent national COVID transmission is contained in Presidential Regulation No.99 of 2020. Healthy, safe and quality COVID-19 vaccination services can be realized with pharmaceutical services. Objective: This research aims to study the correlation of pharmaceutical services to the level of satisfaction after the covid-19 vaccination at RS Tingkat II Udayana. Methods: The research design was a Cross-Sectional study which used an analytical survey. The population in the study was all participants of the COVID-19 vaccine in June at RS Tingkat II Udayana, which consisted of 500 participants. The sample in this study was obtained by using the total sampling method. Data collection in this study used primary data. Data analysis is carried out univariately and bivariate. Results: The results of the study found that vaccination participants were satisfied with pharmaceutical services, as shown from the comparison of services received and patient expectations. There is a relationship between pharmaceutical services, variables of guarantee, empathy, and physical evidence to the satisfaction of COVID vaccination participants at RS Tingkat II Udayana. Conclusions: variables of guarantee, empathy, and physical evidence have a significant correlation with the satisfaction of vaccination participants.
Keywords: Pharmaceutical Services; Satisfaction; Vaccination
INTRODUCTION
Corona Virus Disease 19 or better known as COVID-19, is an outbreak that has swept the world. COVID-19 caused health emergencies in various countries, one of which was Indonesia. President Ir. Joko Widodo, through Presidential Decree no. 11 of 2020, settled an emergency against the COVID-19 outbreak[1]. The best way to prevent the spread of the COVID-19 virus, for now, is through vaccination measures. COVID-19 vaccination not only provides protection to people who have been vaccinated but also helps reduce the spread of the disease in the wider community[2]. Vaccine Procurement and Vaccination Implementation in Overcoming the COVID-19 Pandemic, as stated in presidential regulation Number 99 of 2020,
targets vaccines to meet the minimum coverage (70%) of the Indonesian population to avoid the severity of COVID-19[3].
Health institutions that provide plenary individual health services that provide inpatient, outpatient, and emergency services and vaccinations are the main duties of the hospital[4]. Health facilities in Denpasar city are appointed to provide COVID-19 vaccination services, one of which is RS Tingkat II Udayana. The quality of services that can reach the entire community is the main task of the hospital. The provision of good COVID-19 vaccination services cannot be separated from pharmaceutical services[5].
Pharmaceutical Services is a direct and responsible service to patients related 45
to Pharmaceutical Preparations with the intention of achieving definite results to improve the quality of patient life[6]. One of the objectives of the pharmaceutical standard is to improve the quality of pharmaceutical services in pharmacies and provide satisfactory services to consumers[7]. Patient satisfaction in assessing the quality of good service is one of the important indicators that are fundamental to the quality of service. This will certainly provide information on the success of quality service providers with the values and expectations of patients who have their own authority to set the desired service quality standards[8]. Satisfaction is an important part of pharmaceutical services because patient satisfaction is the goal of pharmaceutical services that are useful for improving medical health service outcomes, such as increasing vaccination coverage[9].
Research conducted in 2015 proves that there is a relationship between pharmaceutical services and consumer satisfaction[10]. Research conducted in 2017 shows that the level of patient satisfaction with pharmaceutical services has a positive influence on patient loyalty, so the higher the level of satisfaction, the more loyal the patient is[11]. The level of patient loyalty is very important increase compliance in carrying out vaccinations in the community Quality health services will give rise to patient satisfaction, while low satisfaction affects the profitability of the health facility itself[12].
The satisfaction felt by patients can also build perceptions for the transmission of good behavior in the community so as to help accelerate the achievement of the COVID-19 vaccination target[13]. There are five dimensions of service quality to see consumer satisfaction known as the SERVQUAL method, the first is the dimension of realibility, namely the dimension of service quality to see the accuracy and consistency of service[14].
METHODS
This design is an analytical survey research with a Cross-Sectional study approach. This study uses the total population, namely all COVID-19 vaccination participants who carry out COVID-19 vaccination at RS Tingkat II Udayana in May-June 2022. Data analysis is carried out univariately and bivariate. The satisfaction questionnaire consists of 5 dimensions, namely reliability,
responsiveness, assurance, empathy, and tangible to the expectations of patients receiving COVID-19 vaccination services.
RESULT
Table 1. Characteristics of Respondents
|
Characteristics |
Frequency |
Percent |
|
f |
% | |
|
Age | ||
|
17-25 years |
105 |
21.0 |
|
26-35 years |
175 |
35.0 |
|
36-45 years |
145 |
29.0 |
|
46-55 years |
75 |
15.0 |
|
Gender | ||
|
Male |
210 |
42.0 |
|
Female |
290 |
58.0 |
|
Education | ||
|
Uneducated |
25 |
5.0 |
|
Elementary |
50 |
10.0 |
|
School | ||
|
Junior High |
75 |
15.0 |
|
School | ||
|
Senior High |
150 |
30.0 |
|
School | ||
|
Collage |
200 |
40.0 |
|
Profession | ||
|
PNS |
85 |
17.0 |
|
Private |
190 |
38.0 |
|
Police/TNI |
145 |
29.0 |
|
unemployment |
32 |
6.4 |
|
College Student |
48 |
9.6 |
|
Total |
500 |
100.00 |
In table 1. above obtained the results of a univariate analysis in this study, namely, almost half of the respondents aged 26-35 years, as many as 175 people (35%). Most of the respondents were female, as many as 290 people (58%). Almost half of the respondents have a college education of 200 people (40%).
Almost half of the respondents worked with as many as 190 people (38%). Bivariate Analysis Bivariate analysis is used to see the relationship between independent variables and dependent variables, namely pharmaceutical services with satisfaction levels, with the following results
Table 2. The relationship between pharmaceutical services on the dimension of reliability and patient satisfaction
|
Reliability Service |
Expectations of patient satisfaction |
Total |
p-value | ||
|
Less Satisfied |
Satisfied | ||||
|
f % |
f |
% | |||
|
Less |
80 16.0 |
110 |
22.0 |
190 | |
|
Satisfied |
0.325 | ||||
|
Satisfied |
110 22.0 |
200 |
40.0 |
310 | |
|
Total |
190 38.0 |
310 |
62.0 |
100.0 | |
Based on table 2. above shows the results of statistical tests that there is no relationship between pharmaceutical services on the dimension of reliability and patient satisfaction with a p-value of 0.325 (>0.05).
Table 3. The relationship between pharmaceutical services on the dimension of responsiveness and patient satisfaction
|
Responsi veness Service |
Expectations of patient satisfaction |
p-value | ||||
|
Less Satisfied |
Satisfied |
Total | ||||
|
f |
% |
f |
% | |||
|
Less |
70 |
14.0 |
120 |
24.0 |
190 | |
|
Satisfied |
0.172 | |||||
|
Satisfied |
80 |
16.0 |
230 |
46.0 |
310 | |
|
Total |
150 |
30.0 |
350 |
70.0 |
100.0 | |
Based on table 3. above shows the results of statistical tests that there is no relationship between pharmaceutical services on the dimension of responsiveness and patient satisfaction with a p-value of 0.172 (>0.05).
Table 4. The relationship between pharmaceutical services on the dimension of guarantee and patient satisfaction
|
Assurance Service |
Expectations of patient satisfaction |
Total |
p-value | |||
|
Less Satisfied |
Satisfied | |||||
|
f |
% |
f |
% | |||
|
Less |
95 |
19.0 |
125 |
25.0 |
220 | |
|
Satisfied |
0.044 | |||||
|
Satisfied |
70 |
14.0 |
210 |
42.0 |
280 | |
|
Total |
165 |
33.0 |
335 |
67.0 |
100.0 | |
Based on table 4. above shows the results of statistical tests that there is a relationship between pharmaceutical services on the Assurance dimension and patient satisfaction with a p-value of 0.044 (<0.05).
Table 5. The relationship between pharmaceutical services on the dimension of Empathy and patient satisfaction
|
Empathy Service |
Expectations of patient satisfaction |
Total |
p-value | |||
|
Less Satisfied |
Satisfied | |||||
|
f |
% |
f |
% | |||
|
Less |
90 |
18.0 |
110 |
22.0 |
200 | |
|
Satisfied |
0.001 | |||||
|
Satisfied |
5 |
1.0 |
295 |
59.0 |
300 | |
|
Total |
95 |
19.0 |
405 |
81.0 |
100.0 | |
Based on table 5. above shows the results of statistical tests that there is a relationship between pharmaceutical services on the dimension of empathy and patient satisfaction with a p-value of 0.001 (<0.05)
Based on table 6. above shows the results of statistical tests that there is a relationship between pharmaceutical services on the dimension of physical evidence and patient satisfaction with a p-value of 0.001 (<0.05).
DISCUSSION
The characteristics of respondents in terms of education were dominated by respondents who had a higher education
level of 40% (200 people), followed by high school education of 30% (150 people). The results of the study, it can be concluded that the better the respondent's knowledge, the higher the probability of respondents' interest in participating in the COVID-19 vaccination, the less knowledge, the lower the possibility of interest in participating in the COVID-19 vaccination[15]. This research is in line with Iriana, 2016 that a person who is higher educated will have a broader knowledge compared to someone who has a lower level of education[16].
Table 6. The relationship between pharmaceutical services on the dimension of Physical Evidence and patient satisfaction
|
Tangible Service |
Expectations of patient satisfaction |
Total |
p-value | |||
|
Less Satisfied |
Satisfied | |||||
|
f |
% |
f |
% | |||
|
Less |
85 |
17.0 |
100 |
20 |
185 | |
|
Satisfied Satisfied |
10 |
2.0 |
305 |
61 |
315 |
0.001 |
|
Total |
95 |
19.0 |
405 |
81.0 |
100.0 | |
Vaccination work at RS Tingkat II Udayana is dominated by private workers at 38% (190 people), followed by the TNI / Polri with 29% (145 people). This result shows that private workers have more interest in participating in vaccinations because Balinese society is dominated by private workers engaged in tourism, especially Bali. This research is in line 2020, found that there is a relationship between work and a person's health status[17].
This study shows the relationship between the dimensions of pharmaceutical service reliability with outpatient satisfaction from the results of the study showing a probability value of (p = 0.325 > α = 0.05), indicating that there is a significant relationship between pharmaceutical reliability services and satisfaction with COVID-19 vaccination participants at RS Tingkat II Udayana.
Results in 2019 concerning Patient Satisfaction Factors for BPJS Kesehatan Participants in the Third Class Inpatient Unit of the Prabumulih Regional General Hospital result statistical test obtained p-value = 0.001, which means that it can be concluded that there is an influence of reliability with patient satisfaction of BPJS participants[18].
The study showed that the probability value of (p = 0.172 > α = 0.05) indicated that there was no significant relationship between pharmaceutical resilience services and the satisfaction of COVID-19 vaccination participants at RS Tingkat II Udayana. This study is contrary to Mg Catur Yuantari's research in 2022 on the Quality of Services for Providing COVID-19 Vaccination with Patient Satisfaction at Puskesmas showing a probability value of (p = 0.001 < α = 0.05), indicating that there is a significant relationship between the responsiveness of pharmaceutical services to the satisfaction of vaccine participants patients in puskesmas. This difference is because satisfaction with dissatisfaction still has a value that is not far from different[19].
The Correlation between the Dimensions of Pharmaceutical Service Guarantees with Satisfaction When the COVID-19 vaccination at RS Tingkat II Udayana shows a probability value of (p = 0.044 < α = 0.05), indicating that there is a significant relationship between pharmaceutical guarantee services and the satisfaction of COVID-19 vaccination participants at RS Tingkat II Udayana. The results of this study are in accordance with a research in 2013, which states that one of the indicators of service quality is a factor that has a positive and significant influence on patient satisfaction[20]. The relationship between the Dimensions of Pharmaceutical Service Concern with Outpatient Satisfaction From the results of the study, the probability value of (p = 0.000< α = 0.05) indicates that there is a significant relationship between pharmaceutical care
services and satisfaction with COVID-19 vaccination participants at RS Tingkat II Udayana.
The results of the study are in line with istiqna's research in 2015, which states that empathy from healthcare facility providers affects patient satisfaction and is willing to return to health facilities to obtain the next service [21]. The results showed that a probability value of (p = 0.000 < α = 0.05) indicated that there was a significant relationship between pharmaceutical direct evidence services and the satisfaction of COVID-19 vaccination participants at RS Tingkat II Udayana. This research is also in line with a study in 2016 entitled The Relationship between Health Service Quality and Patient Satisfaction at the Delangu Health Center, Klaten Regency 2016 which stated that the responsiveness of health service facility providers affects the satisfaction of patients visiting the Klaten health centre [13] .
CONCLUSIONS
The results of this study can be concluded the variables of assurance, empathy, and physical evidence have a significant correlation with the satisfaction of vaccination participants. COVID-19 vaccine participants at RS Tingkat II Udayana
CONFLICT OF INTEREST
All authors state that no financial or personal relationships with other people or organizations could inappropriately influence this paper
ACKNOWLEDGEMENT
Thank you to all parties from the Department of Pharmacy, STIKES Bali Wisnu Dharma, RS Tingkat II Udayana in the Denpasar City area, who have provided a lot of assistance in all parts of this research process.
REFERENCES
-
1. Baj J, Karakuła-Juchnowicz H,
Teresiński G, Buszewicz G, Ciesielka M, Sitarz R, et al. COVID-19: specific and non-specific clinical
manifestations and symptoms: the current state of knowledge. Journal of clinical medicine. 2020;9(6):1753.
-
2. Indonesia KKR. Cakupan Vaksinasi
COVID-19. Jakarta: Kementerian
Kesehatan Republik Indonesia; 2021.
-
3. World Health Organization.
Coronavirus disease (COVID-19), 12 October 2020. 2020.
-
4. Permenkes R. Peraturan Menteri Kesehatan Republik Indonesia Nomor 340. MENKES/PER/III/2010 Tentang Klasifikasi Rumah Sakit. Peraturan Menteri …; 2010.
-
5. Indonesia KKR. Petunjuk Teknis Pelaksanaan Vaksinasi Dalam Rangka Penanggulangan Pandemi Corona Virus Disease 2019 (COVID-19).
Jakarta: Kementerian Kesehatan
Republik Indonesia; 2021.
-
6. Depkes R. Peraturan Menteri Kesehatan RI No. 73 Tahun 2016: Standar Pelayanan Kefarmasian di Apotek. Jakarta: Departemen
Kesehatan RI. 2016.
-
7. Andayani TM, Satibi S. Pharmacy practice in Indonesia. Pharmacy Practice in Developing Countries: Elsevier; 2016. p. 41-56.
-
8. Fayter R, Mario B, Chartrand V, Kilty JM. Surviving the pandemic on the inside: From crisis governance to caring communities. Canadian Journal of Sociology. 2021;46(4).
-
9. Pareraway DC. Analisis Kepuasan Pasien Rawat Jalan Dalam Pelayanan Kefarmasian di Instalasi Farmasi RSUP Prof. Dr. RD Kandou Manado. PHARMACON. 2016;5(4).
-
10. Kawahe M. Hubungan antara mutu pelayanan kefarmasian dengan kepuasan pasien rawat jalan di puskesmas teling atas kota manado. PHARMACON. 2015;4(4).
-
11. Putri DR. Pengaruh kualitas pelayanan kefarmasian terhadap kepuasan, kepercayaan, & loyalitas konsumen apotek. Indonesian Journal for Health Sciences. 2017;1(1):23-9.
-
12. Reiter PL, Pennell ML, Katz ML. Acceptability of a COVID-19 vaccine among adults in the United States: How many people would get vaccinated? Vaccine.
2020;38(42):6500-7.
-
13. Sulistyo PB. Hubungan Kualitas Pelayanan Kesehatan dengan Tingkat Kepuasan Pasien BPJS Di Puskesmas Delanggu Kabupaten Klaten. Skripsi Sarjana Keperawatan Stikes Kusuma Husada Surakarta. 2016.
-
14. Parasuraman A, Zeithaml VA, Berry L. SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. 1988. 1988;64(1):12-40.
-
15. Ichsan DS, Hafid F, Ramadhan K, Taqwin T. Determinan kesediaan masyarakat menerima vaksinasi Covid-19 di Sulawesi Tengah. Poltekita: Jurnal Ilmu Kesehatan.
2021;15(1):1-11.
-
16. Iriana S. Hubungan Antara Tingkat Pengetahuan Dan Sikap Calon Jemaah Umrah Terhadap Ketepatan Waktu Vaksinasi Internasional Meningitis Meningokokus Di Kantor Kesehatan Pelabuhan Kelas II Banjarmasin Tahun 2016. Skripsi Fakultas Kesehatan Masyarakat Universitas Islam Kalimantan Muhammad Arsyad Al Banjari Banjarmasin. 2016.
-
17. Syakurah RA, Moudy J. Pengetahuan terkait usaha pencegahan Coronavirus Disease (COVID-19) di Indonesia. HIGEIA (Journal of Public Health Research and Development).
2020;4(3):333-46.
-
18. Pramita S, Samino S, Ekasari F. pengaruh empati dan keandalan terhadap kepuasan pasien peserta BPJS Kesehatan di unit rawat inap kelas III rumah Sakit Umum Daerah
Prabumulih Tahun 2019. Jurnal Dunia Kesmas. 2019;8(3).
-
19. Yuantari MC, Setyaningsih SW, Rachmawati NP. Kualitas Pelayanan Pemberian Vaksinasi COVID-19 Dengan Kepuasan Pasien di Puskesmas. HIGEIA (Journal of Public Health Research and Development). 2022;6(1).
-
20. Triastity R, Triyaningsih S. Pengaruh Tangible, Reliability, Responsiveness, Assurance, dan Emphaty terhadap kepuasan konsumen (Survei
Konsumen Rumah di CV Satria Graha Gedongan, Colomadu, Karanganyar). Jurnal Ekonomi dan Kewirausahaan. 2013;13(2):151-7.
-
21. Istiqna N. Harapan dan Kenyataan Pasien JKN Terhadap Pelayanan Rawat Jalan Rumah Sakit UNHAS. Media Kesehatan Masyarakat Indonesia. 2015;11(4):263-9.
50
Discussion and feedback