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All Journal JURNAL MANAJEMEN DAN PELAYANAN FARMASI (Journal of Management and Pharmacy Practice)
Achmad Purnomo
Fakultas Farmasi Universitas Gadjah Mada
Health Professions Medicine & Pharmacology Public Health

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DIFFERENCE IN OUTPATIENT’S EXPECTATION AND PERCEPTION TOWARD PHARMACY SERVICE OF RSUP DR. SARDJITO YOGYAKARTA AND RUMAH SAKIT BETHESDA YOGYAKARTA. Ni Putu Udayana Antari; Achmad Purnomo; Sumarni Sumarni
JURNAL MANAJEMEN DAN PELAYANAN FARMASI (Journal of Management and Pharmacy Practice) Vol 1, No 2
Publisher : Faculty of Pharmacy, Universitas Gadjah Mada

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22146/jmpf.35

Abstract

Pharmacy unit should always strive to satisfy patient by giving excellent pharmacy services so that thepatient become loyal and at the same time hospital’s income increases. Patient’s expectation toward governmenthospital’s services should differ with private hospital’s service. Research is carried out with ServQual method (Parasuraman et al, 1985) through the distribution of expectation and perception questionnaire to self paid outpatient or the family members in RSUP Dr. Sardjito and Rumah SakitBethesda. Patient’s satisfaction is seen from the gap or the ServQual score. Positive score shows respondent is verysatisfied, zero score shows respondent is satisfied, and negative score shows respondent is not satisfied. Difference inpatient’s expectation is analyzed using Kruskal-Wallis test and Mann Whitney test.ServQual score shows negative value for RSUP Dr. Sardjito and Rumah Sakit Bethesda in all dimensions of thetotal score for each of the dimensions. If expectation pattern at each hospital is compared, patient’s expectation inRSUP Dr. Sardjito is highest of assurance dimension and reliability, second at tangible and responsiveness dimension, and third (the lowest) a empathy dimension. Patient expectation of Rumah Sakit Bethesda is highest at assurance dimension, the other four dimensions (tangible, empathy, reliability, and responsiveness) is at the same level afterassurance. Total patient’s expectation of RSUP Dr. Sardjito and Rumah Sakit Bethesda is not difference significantly.Patient’s expectation for each dimension shows difference at empathy and reliability dimension. Key Word : patient’s satisfaction, patient expectation, RSUP Dr. Sardjito, Rumah Sakit Bethesda
STUDI ON APLICATION OF HOUSE OF QUALITY (HOQ) TO IMPROVE THE QUALITY OF HEALTH CARE : Case Study in GMC Health Center Yogyakarta Yurista Septiani Dewi; Achmad Purnomo; Edi Prasetyo Nugroho
JURNAL MANAJEMEN DAN PELAYANAN FARMASI (Journal of Management and Pharmacy Practice) Vol 1, No 1
Publisher : Faculty of Pharmacy, Universitas Gadjah Mada

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22146/jmpf.6

Abstract

GMC is an organization that provided health assurance for academicians in UGM. As a health assurance, GMC should increase their quality. Quality Function Deployment (QFD) is a part of Total Quality Management (TQM) tool that can use for measure TQM by House of Quality (HOQ) design. The aim of this study is to analyze the implementation of HOQ. This study located in GMC Health Center of Yogyakarta. The research was conducted using 2 samples. The samples consist of 2, 100 external customers and 10 internal customers, amounting to 10. This research followed by interviews with top managers to build house of Quality. And then build house of quality, finally analyze the atribute that must be repaired by management of GMC. The results showed that there were three aspects that should be prioritized by GMC. The first aspect is pharmaceutical care that included 4 attributes. The highest gap of this aspect completeness of drug supplies 6.21 and the availability of a pharmacist that was consumer value answered by the management GMC with the high level of difficulty. From the relative weight score 106.61 percent can be showed that the availability of pharmacist has the highest value on the customer excpectations for this aspects.The other aspects that must be improved are the emphaty and responsiveness and time. Emphaty dimension has the the highest value of technical descriptors 538.397 that can be done by the GMC for complete customer expectations in all aspects. Systemic obstacle for implement the House of Quality were financial and human resources. Keywords: Service Quality, Total Quality Management, Quality Function Deployment, House Of Quality
Co-Authors Edi Prasetyo Nugroho Ni Putu Udayana Antari Sumarni Sumarni Yurista Septiani Dewi